Wal-Mart, brand killer? Maybe not.

BrandChannel.com has an article that discusses the prospect of Wal-Mart as a brand killer.

Some claim that Wal-Mart is a brand killer because of its enormous buying power and ubiquity. Wal-Mart can buy for less because it has such power and therefore sell for less than any competitor. Wal-Mart represents such a wide distribution channel that some brand managers think they cannot afford for their brands to be left off the retailer’s shelves.

So the brand managers think.

If you are a brand manager, you must stop to ask yourself, "Does my brand belong in Wal-Mart?"

Many people realize that Wal-Mart is not always the smartest choice. It is not the trendiest. It is not the most exclusive. It is not where you are likely to find the highest quality. It is not the place to go if you are hoping to find products that deliver a bit more than you expect. It IS the place to go if you are looking for a functional product at a low price.

Think about your brand in those terms. Do you consider your brand a commodity item where you can compete almost exclusively on price? If so, then maybe Wal-Mart is a good channel for your brand.

If your brand, however, is highly differentiated from its competition and promises superior value, then perhaps your brand does not belong in Wal-Mart right next to a generic alternative selling for less money. That might actually hurt your brand.

Just because you can get your brand in front of millions of shoppers per day does not mean it is the right thing to do for your brand.

That being said, there will always be room for other retail outlets to find ways to successfully compete against Wal-Mart with highly differentiated brands.

Certainly, there is room for all and the symbiosis will only be a benefit for all consumers.

What's up with the teeth?

And while we're on the topic of oral health, Ken Magill over at Direct Magazine mysteriously got subscribed to an e-newsletter about toothpaste thus proving once again that just because marketers can talk about something and they can do so cheaply and directly using the Internet doesn't mean that they should.

(Free Clip Art Provided by Artclips.com. Copyright 2007. All Rights Reserved.)

The $30, 000 toothbrush

Mike Wagner at www.OwnYourBrand.com tells an interesting story about how a forgotten toothbrush on a business trip and subsequent brand dereliction on the part of a hotel employee could result in losses of $30,000 to the hotel.

This should serve as a simple reminder to all brand owners that often it is the little brand promises that make a huge difference. All brand owners and brand managers would be wise to instill in their organizational cultures the importance of delivering on all brand promises every time. Even the little promises.

Often, your brand is in the hands of that employee on the front line who might be having a bad day, might not care or just doesn't understand the importance of delivering on band promises.

Do U.S. news media outlets have a branding problem?

It used to be that news outlets in the U.S. were viewed as fair, objective, politically-neutral and fact-based. Do they now have a branding problem?

Check out the article at:
http://www.breitbart.com/article.php?id=070809222839.jzdcwmy8&show_article=1.

It seems that news media outlets have a branding problem. Their core values are perceived to be forgotten and it seems to me that yes, I trust news much less than I used to and many "news" articles are written and reported from an agenda-driven angle.

What do they need to do to fix their brands? Can they fix their brands at all?

Please update your feed to this branding and marketing blog

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The relationship between brand values and organizational mission

One often sees organizations whose messages and brand values are so far removed from the overall organizational mission that, if viewed in isolation, they reflect no connection to the core values of the organization. This disconnect represents a missed opportunity to build stronger, more valuable brands and organizations.

This gap between brand communication and organizational mission can be understood by analyzing the traditional way brands are managed.

Many traditional brands are individually guided by managers who compete for resources and a greater stake in the power structure of the organization. When brands are managed in such territorial silos, it is far too easy for them to drift further and further away from the company's core mission.

In never-ending initiatives to make their own brands stand out and get noticed within the organization, brand managers are lured into adjusting and "refining" brand communications so they attract attention. These brand managers often fall prey to the temptation to create edgy and progressive brand messages that capture attention and stir passion-but do more overall harm than good because they fail to foster organizational goals or promote core brand values.

In contrast, the goal of solid brand communication strategy should be to support and echo strategic goals and communicate core brand values both internally and externally in a manner that resonates with all stakeholders and sells brand value.

Branding e-books with free audio book on branding

For only a limited amount of remaining time, get a free 25-minute audio book on branding with the purchase of either of my e-books:

How to Build and Maintain A Powerhouse Brand
and/or

How to Brand and Market A Commodity

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Self-branding/Self-introduction

Have you ever had a chance encounter with someone who could help you achieve your career goals? Were you satisfied that you made the most out of the opportunity to talk with that person?

If you are like most people, every once in a while you have an opportunity to talk with someone that can offer you a job or help your career in some fashion. Sometimes this meeting is a 30-second encounter at the coffee pot in the morning. Other times it is an introduction at an informal gathering or meeting. Still other times, you have the opportunity to introduce yourself to another person and rather than make the most of it, you avoid the situation altogether.

What stops us in these situations? Is it fear? Is it shyness? Often times, we take a pass on these great opportunities because they occur at times when we are not expecting them and they catch us off guard. There may be only a few brief moments to take action and we don't know what to do or say.

I would like you to prepare in advance for these situations. Perform the following exercise to help you take advantage of such situations.

Imagine that you are in the middle of a job search. You and a friend agree to meet for lunch one day. Your friend happens to work at a company for which you would very much like to work. You made arrangements to meet your friend at her office and then go out to lunch together.

As you are walking down the hall together, a person comes walking down the hall the other way. As this person approaches you, your friend stops and briefly introduces you.

"Dr. Hutchins", she says, "I'd like you to meet my friend". Dr. Hutchins happens to be the VP of the department for which you would like to work.

You shake hands with Dr. Hutchins---and then what?

I would like you to think about what you would say. Let's call this "The 10 Second Drill".

The 10 Second Drill is simple in concept, more complicated in practice. Develop a brief yet powerful way to introduce yourself that tells someone a little bit about who you are and what you can do to help them in 10 seconds or less. Come up with an introduction that "hooks" the other person, draws them in, and makes them want to know more about you. Make a lasting impression! Once you develop a strong introduction, practice it with your friends and ask them for feedback. Perfect your self-introduction so that it comes naturally to you when you say it. Consider the following examples:

"Hi. I'm Joe Smith. I love to help people get the most out of life by showing them better ways to manage their time".

"Hello, my name is Janet Johnson and I'm an expert in helping organizations make sure they hire the right people".

"My name is Robert Zimmerman and I have found new ways to increase revenue by designing successful online marketing campaigns".

These introductions all tell us a little bit about these people and what they do. These introductions also make us want to ask a few more questions to learn more about these people. That is exactly what a good introduction should do.

In the field of marketing, we talk about the importance of Unique Selling Proposition, or USP, all the time. The 10 Second Drill is really a strong introduction that communicates the unique selling proposition of your personal brand in just a few seconds. Think about this introduction in terms of it being a headline or just a few bullet points that describe who you are and how you can help others.

Think about how to best sum up yourself in this 10 second introduction. Practice "The 10 Second Drill." A strong and powerful first impression might launch your career or your brand to higher levels of success than you ever imagined.

Until next time...quick...I have to get to a meeting...tell me a little about yourself.

Self-Marketing

Are you looking for ways to get that next promotion or make yourself more marketable within your profession? If so, a great way to have a more successful career is to wisely promote your accomplishments and use effective self-marketing techniques to make yourself more visible and let your accomplishments be known.

In order to understand how important self- marketing is, think beyond your current position. Think about what your next career step will be and how you can start positioning yourself for it now.

Do you think you would have a difficult time providing evidence that supports your qualifications for your next job or assignment? If so, then you need to start promoting your accomplishments and begin your self-marketing efforts immediately.

Self-marketing is a learned skill. It is never too late in your career to teach yourself effective self-marketing techniques. One of the keys to successful self-marketing is clearly identifying your goals and knowing what direction you are taking your career. Firmly understanding your career direction will dictate the most important accomplishments to promote and also dictate *how* you should go about promoting them.

As leading management consultant Tom Peters states, "you must advertise". You must create a "brand". That brand is you. Become known as the guru in your specialty then advertise and sell your brand. The more well-known you become, the easier it gets.

Here are few self-marketing and promotional tactics you can employ to promote your accomplishments and improve your career:

1. Let people in your organization know when you meet with success. Send out an email, memo, or project report outlining the process you used and report the measurable results you obtained. One bit of warning if you choose to use email: Assume your e-mail can and will be forwarded outside your department and organization. You should never disseminate proprietary information or divulged any company secrets.

2. Convert your accomplishments into tip sheets by documenting the process so others can repeat for themselves what you did. Can you convert your success stories into one-page "case studies" that would have an appeal to a broader audience?. This type of document can go a long way in enhancing your credibility, creating awareness, and highlighting your professional standing.

To create your case studies, a) Outline the process giving an overview or scope of the project. Then b) List the major steps you executed and describe the rationale behind those steps. Most importantly, c) Quantify the results and the positive impact they had on your organization.

Tip sheets and case studies are great to circulate at association meetings or when meeting new prospects or existing customers. They might even come in handy during your next job interview. You should not overlook the possibility of submitting these case studies to trade journals, professional magazines, or newsletters. If you can help others by reporting your results, they will be grateful and remember where they got the information.

3. Conduct an ongoing campaign to make others aware of your successes. Avoid being overtly boastful, but assertively tell others about your accomplishments in terms of the actions taken to support organizational goals and objectives. Winners can always tell you about a very recent success so be ready with your own stories of a recent "win" you were responsible for in your organization.

4. Look for opportunities to get published. You can do this by writing articles or contributing to company or industry newsletters, submitting tips to trade publications, journals, magazines, or local newspapers and business journals. Getting published will increase your visible and provide you professional credibility.

5. Look for opportunities to speak to groups. Public speaking is one of the best ways to let other people know what you do and how you do it so they may benefit. Presenting to groups establishes you as an expert and gives you an avenue to network and increase your visibility.

6. Always put your team's accomplishments ahead of your own. Try to get as much done through others as possible and share the credit. Your name will soon be associated with winning teams and people within and outside your organization will notice.

7. Network with others in your profession and industry. Keep track of who's doing what and who's going where and make sure others know exactly what you are doing. Cultivate a strong, effective network and share war stories.

8. Keep score of your accomplishments using a written list or by updating your résumé frequently. Your accomplishments will soon be forgotten if you don't write them down and keep track of them.

One of the best ways to know you are executing your promotional and self-marketing tactics properly is when you can create a powerful 10- second introduction. Your succinct introduction lets others know who you are and what you do. You should be able to state your introduction within the first 10 seconds of meeting a person and word it in such a way that it "hooks" them so they want to ask questions in order to learn more about you.

If you promote yourself properly and use effective self-marketing techniques, you will make yourself stand out above the pack and get noticed. Diligently practice these techniques and you will put yourself on the career fast track.

Stay tuned, that 10-second self-introduction will be my next post.

(Originally published in 1999 by Dave Dolak)

How to communicate your brand

Do not underestimate the importance of strong copy and do not overestimate the importance of graphic design when creating marketing communications materials for your brand. Focus on the message, not the image. People choose substance over style -- regardless of what your ad agency might be telling you.

An effective headline is critical.

The headline:

- Attracts attention
- Communicates a strong benefit or your most compelling one
- Appeals to the self-interest of the reader. It answers the question, "What's in it for me?"
- Sets the tone for the offer
- A headline acts like a marquee does for a movie theatre and selects the right audience

In short, to effectively convey your brand,

Say the right things
to the right people
in the right way
at the right time, and
do it consistently over time and
across many different communication channels.

Then you are on your way to to effectively telling the right audience about why they should prefer you brand over every other brand in the category.

Blog Marketing

As a follow-up to my previous post, Jeremy Wright has a blog in support of his book, "Blog Marketing" where he posts large portions of the chapters from the book in his blog for all to read. There is some great information in there on the basics of using a blog for marketing and promotional purposes.

If you are reading this you are ahead of the curve

Thanks to Douglas Karr, we are able to put this blogging thing into perspective. Outside the blogosphere, most corporations are still struggling to understand blogging. Please click on the link above to read Douglas's great responses to these questions.

Top Ten Questions on Blogging from Companies:

1. What’s blogging?
2. Why should we blog?
3. What’s the difference between blogging and a website?
4. What’s the difference between blogging and a web forum?
5. How much does it cost?
6. How often should we do it?
7. Should we host our blog on our website or use a hosted solution?
8. What about negative comments?
9. Can more than one person blog?
10. How do we control our brand?

Riblet pancakes?

So IHOP is buying Applebees, eh? It will be interesting to see what they do with this suffering brand.

When Applebees started out, it was positioned as a neighborhood, casual restaurant but recently has tried to go slightly upscale with a newer menu.

In my opinion, Applebees could use a bit of an update. With lots of casual dining options out there, Applebees has not made its case to me recently as to why I should eat there. They ought to focus on the one or two superior experiences or features they can offer and then tell everyone what those are and why they are important. Sure, they have a diverse menu, but it is not clear to me what they offer that I can't also find somewhere else.

What do you think IHOP could do with Applebees to strengthen the brand?

Writing taglines: The good, the bad and the ugly (but mostly the bad)

Nick Wreden has a great blog entry at http://fusionbrand.blogs.com/fusionbrand/2007/06/how_to_write_a_.html that describes how NOT to write a tagline.

He points out that forming consensus through a committee and confusing your tagline with your brand are huge mistakes when writing taglines. It is definitely worth the read.

Read this and you’ll never drink from a STYROFOAM TM cup again

I was intrigued back in April when I saw a full-page ad from Dow Chemical Company in Brandweek magazine that was intended to do nothing but clarify the STYROFOAM^TM brand, counteract any consumer confusion and avoid possible generic attachment of the STYROFOAM^TM brand name to the broader foam category.



You see, STYROFOAM^TM brand insulation is the trade name for Dow’s extruded polystyrene foam that is most commonly blue when used as an insulating building material and less commonly green or white when used in the floral or craft markets. It turns out, STYROFOAM^TM is not used in the manufacture of disposable foam products, such as food packaging, cups, plates, coolers or egg trays. Therefore, foam cups are actually never made from STYROFOAM^TM.

The last sentence of text in the Brandweek ad states, “We appreciate that STYROFOAM^TM is a household name. But since we’ve worked so hard over the years to produce the best insulation in the industry, we kindly request proper usage. Please join us in the effort to put the lid on misuse of our intellectual property."

Wow.

Here is a brand that understands that it is so universally recognized (and mistaken for the broader category) that it runs the risk of committing genericide and it is trying to set the record straight. This is exactly what one needs to do to prevent one's brand name from becoming generic.

Not only is there a lesson for branders to learn from STYROFOAM^TM (see my previous post), but the brand is asking for our help in stopping misuse of the trade name. I am happy to oblige.

So maybe the next time you hear somebody ask for a beverage in a STRYOFOAM^TM cup you’ll help protect the brand by setting the record straight.

For a list of trademark guidelines for STYROFOAM^TM brand products, please visit:
http://craft.dow.com/profcr/trademark.htm

Hand me an Aspirin, my brand just committed genericide

Superb brand promotion and category dominance can actually lead to your brand being declared "generic".

While this type of success is unlikely for most brands, Trampoline, Escalator, Thermos and Aspirin learned the hard way that genericide is a very real thing.

Here's a short article that describes how marketers can avoid the genericide trap for their brands.

In short, be ready to legally defend the misuse of your brand names, run periodic campaigns to counteract any consumer confusion and manage the marketing mix to avoid possible generic attachment of the brand name to the broader category.

In my next post we'll take a look at a powerful brand making the right moves to avoid genericide.

Do you really want brand awareness?

Brand awareness is when people recognize your brand as yours. This does not necessarily mean they prefer your brand (brand preference), attach a high value to, or associate any superior attributes to your brand. It just means they recognize your brand and can identify it under different conditions.

If you are trying to establish or build your brand then, you must stop and ask yourself, "Do I want to build high brand awareness or do I want something more?"

What is brand equity?

Brand Equity is the sum total of all the different values people attach to the brand, or the holistic value of the brand to its owner as a corporate asset. Brand equity can include: the monetary value or the amount of additional income expected from a branded product over and above what might be expected from an identical, but unbranded product; the intangible value associated with the product that can not be accounted for by price or features; and the perceived quality attributed to the product independent of its physical features.

A brand is nearly worthless unless it enjoys some equity in the marketplace. Without brand equity, you simply have a commodity product.

Brand equity is completely different from brand awareness.

Hmm. I guess you know what post will come next...

Why is branding important?

A brand is an identifiable entity that makes some specific promise of value.

Branding is used to create emotional attachment to products and companies. Branding efforts create a feeling of involvement, a sense of higher quality, and an aura of intangible qualities that surround the brand name, mark, or symbol.

Successful branding efforts build strategic awareness where people not only recognize your brand, but they also understand the distinctive qualities that make it better than the competition. Branding is more important today than ever due to ever-increasing advertising clutter, media fragmentation, the commoditization of products, and the seemingly limitless choices we are offered in just about every product category.

As marketers, we need to work hard to ensure that we are offering our customers strong brands that are clearly differentiated and that offer clear, real value and unique benefits. The need for branding has never been greater.

Here are just a few benefits you will enjoy when you create a strong brand:

• A strong brand influences the buying decision and shapes the ownership experience.
  
• Branding creates trust and an emotional attachment to your product or company. This attachment then causes your market to make decisions based, at least in part, upon emotion-- not necessarily just for logical or intellectual reasons.
  
• A strong brand can command a premium price and maximize the number of units that can be sold at that premium.
  
• Branding helps make purchasing decisions easier. In this way, branding delivers a very important benefit. In a commodity market where features and benefits are virtually indistinguishable, a strong brand will help your customers trust you and create a set of expectations about your products without even knowing the specifics of product features.
  
• Branding will help you "fence off" your customers from the competition and protect your market share while building mind share. Once you have mind share, you customers will automatically think of you first when they think of your product category.
  
• A strong brand can make actual product features virtually insignificant. A solid branding strategy communicates a strong, consistent message about the value of your company. A strong brand helps you sell value and the intangibles that surround your products.
  
• A strong brand signals that you want to build customer loyalty, not just sell product. A strong branding campaign will also signal that you are serious about marketing and that you intend to be around for a while. A brand impresses your firm's identity upon potential customers, not necessarily to capture an immediate sale but rather to build a lasting impression of you and your products.
  
• Branding builds name recognition for your company or product.
  
• A brand will help you articulate your company's values and explain why you are competing in your market.

What's in your mind?

Can a ThinkPad be from a Chinese company named Lenovo or will ThinkPad forever be something from IBM?

I'm curious to hear from readers how they view these brands.

Marketing & Branding professionals: Speakers wanted

There is a new service over at www.BrandTrellis.com where professional speakers on topics of marketing and branding can post an online profile at no charge so that those seeking such speakers may find them. There is already the beginning of a very impressive list of speakers and we hope you'll join in the efforts to continue to build this resources.

Whether you are a professional speaker looking for engagements or you represent a group seeking a speaker, this resource will only become more valuable to you as more people participate.

Defending your brand...against the devil?

Procter & Gamble has won a lawsuit to the order of $19M USD against 4 people who were spreading rumors that the brand supported satanic worship. These folks intended to damage P&G's brand because they worked for a rival company.

We've all heard the urban myth about the P&G logo, but it is comforting to know that in this day and age of people saying just about whatever they want about brands--especially online--that some brand stewards will defend their brand equity and fight to protect their brands against slander.

Way to go P&G!

New branding forum

There's a new forum with discussion threads dedicated to brands and branding topics over at www.BrandTrellis.com/forum.

Message boards currently include the topics:
Branding Blogs & Websites
Branding Basics
Jobs & Employment
Advertising & Media
Logo & Identity Topics
Entrepreneurial/Small Business Branding
and
Brand Rants & Raves

Hopefully the forum will catch on and be a great meeting place for brand marketers and those with an interest in business branding.

Consumer-generated ads

Is it just me or are there others of you out there who believe that consumer-generated ads are a result of marketing and brand managers who either have no clue how to manage their brands or are just plain lazy?

The Brand Pathway

Denise Lee Yohn has developed a very useful model for understanding your brand and then translating it into customer experiences. Her model is called The Brand Pathway.

On the continuum from Company Mission to Customer Experience, her steps are to answer the following questions about your brand:

1) What is our mission?
2) What business are we in?
3) What is our core belief?
4) What are our essential equities?
5) What are our differentiating attributes?
6) What is our persoanlity and style?
7) What is the customer experience?

Denise's pathway is certainly a solid model to help you understand the bare bones basics about what branding is all about. Start with a deep understanding of who and what you are, make specific promises of value, and then translate it all into exceptional customer experiences. This is truly a refreshing, back-to-basics take on banding.

Authentic branding

I've heard and read too much about how to strive to be authentic in order to help build your brand. The path to achieve branding Nirvana, according to self-proclaimed experts, too often journeys through the need to understand your brand values and then act in "authentic" ways to support those values.

I think maybe the people putting forth this drivel are 180-degrees out of phase.

Have they ever stopped to consider that perhaps strong brands arise from living authentically according to values that are core to the organization before any marketing is considered?

Strong brands naturally flow from adherence to clear organizational values, beliefs and behavior... not the other way around.

Revitalize your brand and refine your communication strategy

Luth Research and MiresBall in conjunction with the American Marketing Association have recently released a "State of the Brand Report" that reports some interesting information about the current state of branding. According to the report, branding has become more important to companies than ever before and marketing spending, on average, is up to 11% of annual revenue. Of the companies surveyed, 8 out of 10 brands were revitalized in the last 5 years thus underscoring the need to keep brands relevant.

As I discuss in my e-book, "How to Build and Maintain a Powerhouse Brand", regular brand audits are necessary to assess the health of your brand. Your brand equity constantly changes in comparison to your competition just as society's values and perceptions change constantly. When the image and brand equity of your brand in the marketplace is not consistent with the image you are trying to create, then you must refine your branding strategy and project the newly refined identity.

The "State of the Brand Report" stresses the importance of being committed to the ongoing maintenance of brands. Brand owners are also encouraged to break away from traditional brand communication strategies due to the explosion of new communications outlets and subsequent media fragmentation.

The study, among other things, reports that the most important brand communication vehicles currently are (in order):

1. Word-of-mouth
2. Web & interactive
3. Customer service
4. Public relations
5. Print advertising
6. Internal communications
7. Corporate communications
8. Promotional events
9. Co-marketing
10. Community and affinity groups
11. Direct mail
12. Sponsorships
13. Broadcast advertising
14. Packaging and POP
15. Outdoor advertising

The report is well worth your time to read.

A simple brand test

Are you confident that everyone in your organization knows and understands what it takes to build your brand?

Tomorrow at work, stop everyone you meet in your organization and ask them this one simple question: "What do you have to do to deliver on our brand promise?"

Ask the question and then remain silent and listen.

When you get back to your office, write down all the answers you hear.

You might just gain a better understand about your brand and how to better communicate it to the outside world. I'll also bet your next action plan will focus within your four walls before you worry about that big, nasty outside world of customers.

Small business & entrepreneurial branding

Have you ever wondered how small business owners and entrepreneurs might have an advantage over large companies when it comes to building a powerful and successful brand?

When it comes to building a powerhouse brand, the little guys have a huge advantage over the big guys because small businesses and entrepreneurs do not suffer from organizational inertia and usually the vision of the founder of the company is closely linked to the essence of the brand and embedded in the organization. Entrepreneurs have a chance to build entire businesses based on a powerful brand promise while large companies tend to drift away from the original promise that made them compelling and then they foolishly spend millions to try to "re-brand" which may or may not be possible.

I'm researching my next book on small business and entreprenuial branding and want your questions, feedback and case studies now! You can participate in the writing of this next book by letting me know what information about small business and entrepreneurial branding you think is most important to cover. Also, if you have a small business branding case study, please share it with me and if it is appropriate, it might just make it in the book.

Please fill out my brief questionnaire at www.BrandTrellis.com if you have an interest.

Top 150 Marketing Blogs

Todd And is currently tracking the top 150 marketing blogs by using a variety of rankings plus his own weighting system to make the determinations. Check it out because you'll find a wealth of quality marketing blogs on this list.

Online branding

Rich McIver has written a very good piece about how to build your brand on the web. His article, "Little Known Ways to Brand on the Cheap: 99 Tips for Poor Web Startups", offers excellent tips on how to build an online brand whether you are a blogger or simply trying to build your brand online.

A brand is an identifiable entity that makes some specific promise of value. Those brands that need to communicate that value online will almost assuredly find something useful in Rich's tip sheet.

Are all marketers dumb?

We hear a great deal these days about the latest "buzz" effort, viral ploy or over-the-top publicity stunt to get a brand noticed. Are marketers dumb? Do marketers stress the importance of style at the expense of substance? Maybe.

The marketers who resort to using tricks for a one-time sale are the dumb ones.

Consumers are very sophisticated today and good marketers not only realize and accept that fact but they embrace it.

Marketers know that they must demonstrate the value of a brand in front of very smart and very sophisticated consumers who will quickly buy an alternate brand if there is no compelling reason not to. And what if a consumer tries a brand and it does not live up to the marketing hype? Then kiss that customer goodbye--and count on them telling dozens if not hundreds or thousands of others about their bad experience with the brand.

Marketers need to be extremely knowledgeable about their product or service and know what value it represents to their target market. Beyond that they must know how to clearly and articulately communicate that value to consumers. Smart marketers set out to build a powerful brand, not make a one-time sale or simply boost short-term sales performance.

If there is no compelling value to offer consumers and one must resort to tricks or intrusive advertising gimmicks, then it should be a warning sign to the marketer that he or she must go back and modify the product in some way to ensure there is superior value to sell to consumers on an ongoing basis. The only way to do this is by having very good market intelligence by understanding what consumers really want.

Are all marketers dumb?

No. Just some of them.

2006 Brand Keys Brand Loyalty Leaders

For the second year in a row I'm pleased to report on Brand Keys study of brands with the most loyal customers.

The Top Ten (with last year's ranking in parentheses):

1. Avis (2)
2. Google (1)
3. L.L. Bean (24)
4. Samsung mobile phones (5)
5. Yahoo! (3)
6. Canon office copiers (8)
7. Land's End (74)
8. Coors (13)
9. Hyatt hotels (12)
10. Marriott hotels (10)

It seems the price of gasoline had an impact on the way people shop as we see two catalog retailers skyrocket into the top ten this year which makes me wonder if these brands really have the most loyal customers. Will their "loyal" customers stick around if the price of gas drops? Have they truly added loyal customers who will stick around with them over the long haul or have they added customers who are loyal out of economic convenience?

I guess we might find out next year.


Last year's Top Ten list at http://davedolak.blogspot.com/2005/11/high-tech-brands-enjoy-greater-loyalty.html

Z-List marketing bloggers

Mack Collier at The Viral Garden has started an interesting project.

He's come up with a list of "Z-List" bloggers who are bloggers who write very informative and insightful blogs about marketing and who are worth reading but who do not rank highly in terms of traffic. He is attemtping to get marketing bloggers to take the list below, add their own favorite blogs on the topic and post it to their blogs in an attempt to spread the word about quality sites about marketing and branding that might otherwise go unnoticed.

Here's my iteration of the list:

Shotgun Marketing Blog
BrandSizzle
bizsolutionsplus
Customers Rock!
Being Peter Kim
Two Hat Marketing
The Emerging Brand
The Branding Blog
CrapHammer
Dave Dolak's Marketing & Branding
Drew's Marketing Minute
Golden Practices
Viaspire
Tell Ten Friends
Flooring the Consumer
On Influence and Automation
Kinetic Ideas
MSCO
BrandTrellis.com
Buzzoodle
NewsPaperGrl

Big, bad box retailers or thoughtful local suppliers?

The October 30 issue of Brandweek had an interesting Top of Mind column from Bain & Co. partners, Darrell Rigby and Vijay Vishwanath.

In the column, the authors describe a relatively new strategy employed by large retailers known as localization. Localization is the use of sophisticated data collection and analysis to determine what consumers in local markets want.

Large box retailers like Wal-Mart and Lowes are using customer data to analyze local demands and preferences and then tailoring their store shelves at the local level to supply products based on the local area’s unique characteristics such as ethnicity, wealth and lifestyle.

Localization is an offshoot from standardization where large box retailers have offered the same products in every store nationally. Oddly enough, it was the size and power of these large stores and their ability to gather enough data from consumers over time that now allows them to be in a position to offer products that appeal to local preferences.

We can learn lessons from localization.

Brands can no longer rely on standardization of products to appeal to large, vast audiences. Not only has media fragmented to the point where customer niches are increasingly more difficult to reach while at the same time becoming smaller and smaller, but consumers demand products and services that cater to their unique preferences.

Is there really even such a thing as mass media anymore that reaches the majority of people? For years huge, national brands have been able to rely on saturating a few mass media outlets with advertising so much that simply getting a name to stick in our minds worked. Those days are over.

Offering a one-size-fits-all widget to ‘the masses’ will only lead to commoditization of your product. Once your brand has been commoditized, your selling advantage will disappear as soon as a supplier with a lower cost structure comes along.

Big, powerful brands in the future will be those that appeal to individual preferences and prove that they uniquely satisfy consumers’ wants and desires.

Strange, isn’t it, that the big, faceless retailers seem to be leading the movement?

Free subscription to Inc. Magazine

OK. I'll admit it. This blog entry is a bit off-the-wall.

However, Inc. Magazine just sent me an invitation to renew my subcription and they are offering a free, 12-month gift subscription to the person of my choosing. Well, here's where you come in.

The first person in the United States to email me their name and address gets it placed in the "free gift subscription" portion of my reply card. Yep, if you want a free 12-month subscription to Inc. Magazine, be the first one to send me your name and address.

Ready?.........Go!

Interested in building strong brands?

An interesting site that deals exclusively with brand building just re-launched at http://www.BrandTrellis.com.

If you are interested in building business brands then there are some good articles for you and if you are a marketing/branding professional, there are ways for you to participate in the project.

It's worthwhile to check out the site.

Who is a professional marketer?

A professional marketer is at his or her heart a student of behavioral science. As marketers our fundamental goal is to change human behavior in some way.

Now don't get me wrong. I'm not talking about being deceptive or manipulative or tricking somebody into buying something they don't want.

A marketer understands that he must deliver superior value to his customers.

A marketer understands that the best product in the world will not sell a single unit unless the value of that product is clearly understood and clearly communicated to those who might want it.

A marketer is not after a single transaction but is interested in a long-term relationship with customers in which both parties benefit and continue to provide value to one another over the long-term.

A marketer is an experimenter. She is a methodical tester and a constant measurer.

A marketer always tries to learn from her mistakes so she can come back tomorrow to build even greater value into her offering.

A marketer is a strategist, a scientist, planner, a creator and a bit of a dreamer.

A marketer is a concise communicator who can tap emotion and tell a compelling story through a variety of media.

Lastly, a true professional marketer clearly demonstrates that acquiring a product or service is more beneficial than living without it.

Marketing and Branding articles added

Over this past weekend I created a compilation of the best informational posts to this blog and added it to my list of marketing & branding articles at http://www.davedolak.com/articles.htm#startlist.

I've added them under the sub-head, "Best of the Blog Articles". Please let me know if you find this helpful and I'll do more of it in the future.

Use your sales force to build your brand

There's an interesting paper in the September 2006 Harvard Business Review, The New Science of Sales Force Productivity, that talks about focusing on sales force productivity to boost the performance of sales people.

The authors describe 4 levers that can increase sales performance, boost sales and improve performance of top reps while having the greatest impact on moving laggard sales people toward the middle of the curve.

Briefly, the 4 levers described by the authors to boost sales force productivity are:

1) Target offerings
Tailor offerings to the needs of target markets and make sure your sales reps are selling the right way to the right prospects.

2) Optimize automation tools and procedures
Bolster technology and productivity tools while bringing discipline and careful monitoring and review to a clearly-defined sales process.

3) Performance management
Incorporate metrics, skills development and incentives while properly and fairly rewarding high-performing reps in a differentiated way.

4) Sales force deployment
Strategically distribute sales reps and organize sales assets according to customer needs and the requirments of complex sales rather than simply by geography.

The days of "putting more feet on the street" to reach ever-increasing sales goals are over. Managers no longer can simply take a sales goal increase and evenly spread it across products and/or sales reps. They must evaluate how and where they can get the greatest gains.

This is a good paper that focuses on improving the performance of your existing sales force. I especially like this approach as it focuses on investing in your brand by investing in those who present your brand to the outside world. The paper also advocates seeking out new customers rather than focusing on selling more to existing customers. Although the authors do not specifically call this what it is, they are prescribing a fresh approach to expanding brands beyond traditional target markets by focusing on investments in the sales force.

The approach also injects more science into sales.

I champion the effort to label marketing a science with a relatively small portion of it being art. Since sales is part of the marketing function, doesn't it make sense that the scientific approach should trickle down to the sales force?

This paper is good reading for anyone interested in more effectively utilizing their sales force to help increase the value of their brands and increase sales. As we all know, branding should also live outside the walls of the marketing department.

The Poor Man's Shortcut (or small business's) Way to Measure Brand Strength

As I'm sitting at my desk this evening continuing to tweak an equation I'm developing to measure brand strength in an easier and more straight-forward manner than other complicated methods currently available, I'm struck by one factor in my equation that looks like it will make the cut.

This factor can readily and easily be used by just about any organization to help gauge the strength of its brand(s).

And what is this factor?

The ratio of customer complaints to customer kudos.

If you do no other brand-based measurements, then at least use this simple ratio to track your brand's strength over time.

Upset customers will contact you to complain about your brand. Extremely happy customers will contact you to let you know how thrilled they are with your brand. Of course, the vast majority of all customers will fall somewhere in between and you will never hear from them.

Truly outstanding brands will have significantly more unsolicited kudos than ordinary brands. Conversely, weak brands will have a much higher occurrence of complaints.

Strive to constantly improve this ratio and you will find yourself aligning your entire organization around building a powerhouse brand.

The advertising myth

Marketing is a function and a process for creating, communicating, and delivering value to customers and managing customer relationships in ways that benefit both the organization and its customers.

The marketing mix or promotional mix consists of Advertising, Public Relations, Personal Selling, Promotion, and Direct Marketing.

As you can see, marketing is all about creating and delivering value to customers. This includes developing products that meet needs, promoting those products, monitoring customer satisfaction, managing the sales process etc.

Advertising is just one small part of the marketing process. Marketing is strategic. Advertising is tactical.

Just because you see lots of advertising for a product or service does not mean it is marketed well.

Please pass this on to anyone who thinks Advertising = Marketing.

Advertisers run amok

Earlier this year I reported on how product placements are creeping their way into television content as a reaction to technology advancements that allow television viewers to skip traditional television commercials (i.e. zap commercials). The logic on the part of marketers is that they must expose their brand to consumers one way or another and if traditional television commercials don't work then they must find ways to get their brands worked into the content of the shows.

Gary Levin has a story in today's USA Today entitled, "The newest characters on TV shows: Product plugs", that also discusses this relatively new form of advertising. Advertisers are paying large sums of money to have their company and product brands featured in the content of television programming.

After you read my previous blog post and the a USA Today story, I have three questions that I'd like my blog readers to comment on.

1) If you are conscious of brands either obviously or overtly featured in television content, does that create positive or negative feelings toward those brands in your mind?
2) Are you more likely or less likely to buy certain brands if they work their way into programming in this manner?
3) Do you believe there should be full and obvious disclosure in television programs when advertisers pay a fee to have their brand featured in the content?

We are on a slippery slope here, folks.

Soon marketers will find a way to bombard us with commercial messages in every imaginable fashion and we will be forced to tune it all out. How can we trust the integrity of anything if we do not know what is creative content vs. what is paid-for promotion?

A word of advice to marketers: Make the strength of your brand and your message be so compelling that consumers will want to hear your brand's message without you ramming it down their throats. If you have to sneak the message in somewhere, then you probably are not very confident in your brand's promise or value proposition.

And, hey, as long as I'm talking to marketers and television advertisers, let me ask you a question. Just exactly how are you going to measure results of product plugs in television content?

That is one ROI calculation I'd like to see.

Haven't I heard that before?

I'd like to up the ante by making one last ditch effort to do an about face and go back to pick the low hanging fruit. Once I think outside the box I'm sure I'll be able to level the playing field and get out of the red and into the black.

Our friends at Factiva recently released a study that used its text mining technology to search the most commonly used words and phases in publication. They found some phrases so common that it turned them into a special list.

The Factiva List of Most Overused Business Cliches

12. Up the ante
11. Clean bill of health
10. Low hanging fruit
9. Last ditch effort
8. Think outside the box
7. Wealth of experience
6. About face
5. Time and again
4. A level playing field
3. In the red
2. In the black
1. At the end of the day

As marketers and communications professionals, let's remain keenly aware of these cliches so as to avoid them in our marketing communications. Find new ways to express your thoughts and communicate about your brands. Avoid phases that are so overused that they actually don't communicate very much at all.

At the end of the day, we don't need any more cliches.
;-)

Can brand value be measured?

With several available methods and approaches to measure brand value with the most prominent among them being proprietary (Interbrand and Young & Rubicam), BrandChannel.com has a debate going about what is the best method to measure brand value.

Join the debate over at BrandChannel.com.

One of the best discussions of the topic that I've seen is in a presentation over at The Chartered Institute of Marketing website at:
http://www.cim.co.uk/mediastore/Brand_eGuides/eGuide7.pdf#search=%22measuring%20brand%20value%22

I believe that every brand is unique with emotional components that are difficult to measure using any standardized approach. I further believe that in any brand valuation it is important to define a model or equation where all the factors to be measured are clearly identified along with the weighting factor applied to each.

Just like any economic model, once all the players agree to what gets measured, how the measures interact with one another and what weighting gets applied to each factor, then the parties know what goes into the model and can reach a value that they agree on.

When anyone states the value of a brand, the first question asked should always be, "How was it measured?" If you agree with the method and measures used then you can agree on the value.

Buzz Brands

I don't like the use of the term "buzz" when used in marketing circles to describe word-of-mouth advertising. In fact, I don't even like the term "word-of-mouth advertising".

Let's review the definition of advertising.

Advertising is any paid form of non-personal presentation and promotion of ideas, goods, or services by an identified sponsor.


Unlike advertising which relies on purchasing power to get a message across, publicity relies solely on the quality of content to persuade others to get the message out.

Therefore, I favor the use of the term "word of mouth publicity" to describe genuine buzz. You know, the buzz that happens when people start talking about your brand without you directly greasing the skids or without you investing resources of any kind to directly propagate the discussion.

If you are blogging or directly encouraging bloggers to talk about your brand, then I don't believe that is genuine buzz.

When marketers launch a campaign to get the blogosphere talking about their brand, then it is no different than advertising. Resources are being invested to directly get people talking about your brand. That is artificial. That is paying for advertising. It is also potentially misleading because you are not making it clear that you are paying to get people talking.

The difference is the shift in focus of who is driving message about the brand. The difference is also where you are investing your resources--into the product or into the discussion about the product.

Strong brands focus on the quality of the product to get people talking on their own. Strong brands generate grass-roots buzz. Strong brands cause people to talk based purely on the quality of the product.

If you are paying for buzz, then it is not really buzz at all.

Now that I've got that off my chest, let's talk about a recent study that seems to have identified the top 10 brands that enjoy genuine buzz.

The Keller Fay Group recently released a market research study that identified the top 10 brands that enjoy positive word-of-mouth publicity.

The Top 10 positive word-of-mouth brands are:

1. Toyota
2. Wal-Mart
3. Honda
4. iPod/Apple
5. Chevrolet
6. Target
7. Sony
8. Home Depot
9. BMW
10. Verizon

Keller Fay's methodology reviewed 30,000 organic word-of-mouth brand mentions that include email, blogs, telephone and face-to-face conversations.

It is important for all marketers to keep in mind that focusing on creating a truly strong brand will generate word-of-mouth publicity as a by-product.

Focus on the product offering and the buzz will follow. Focus on the buzz and you will just be another advertiser.

American Marketing Assoc. M-planet conference

The American Marketing Association is holding a first of its kind marketing conference Nov 29 - Dec 1, 2006 in Florida. It appears as though this should be a very informative conference for marketers covering most aspects of marketing.

Details at:
http://www.mplanet2006.com

Brandweek Caption Contest

...and just when I thought life couldn't get any better...

Tonight I'm getting caught up on this week's pile of mail and I opened up my current issue of BrandWeek to see that I won the caption contest (in the August 21 issue). The ad for TechnoMarine watches shows the following picture:



A few weeks ago BrandWeek editor, Jim Edwards, asked readers to submit captions that best fit the photo. My winning caption, "Sometimes I just want to cuddle" beat out the other entries.

Now if I could only figure out that world peace thing.

;-)

Thanks, Jim!

Brand Awareness: What's The Deal?

A customer of mine with whom I've been corresponding recently asked a question that I think is cogent to the point of being worthy of posting to this blog.

Question: "...[Y]our thoughts are clarifying and as you know I read your book (How to Build and Maintain A Powerhouse Brand) with much interest. I very much like the concept of "Strategic Awareness"-- it makes sense.

However, I am still intrigued about the importance and relevance that is given by marketing professionals to the concepts of "Awareness" and especially "Top of Mind - Awareness". I have always been a bit skeptical about their correlation with market performance.

How come so many professionals tout "Awareness/Top of Mind" so much????"

Answer : In my opinion, it is because traditional ad agencies and marketing consultants can relatively easily measure awareness and can demonstrate to their clients their ability to increase brand awareness. Further, ad agencies tout awareness as the ever-important metric because that is how they make their money from clients.

Agencies create very creative and catchy ads, spend lots of client money to get the ads out there by saturating the media and then, not surprisingly, consumers can recall the brand because they've been exposed to it many, many times.

Creating strategic awareness and brand preference, however, is more difficult and they are also more difficult to measure. To do both while simultaneously increasing profits is extremely difficult. To do so is also the core of what good brand builders do.

To quickly review some definitions, Brand awareness is simply when consumers recognize your brand. Top of mind awareness occurs when you ask a person to name brands within a product category and your brand pops up first on the list. Strategic awareness occurs when not only does the consumer recognize your brand but they also understand the distinctive qualities that make it better than the competition. Brand preference happens when those consumers then prefer your brand over competing offerings.

If ad agencies promised increases in strategic awareness, brand preference and increased profits, then most of those agencies would go out of business because their clients would fire them. The agencies simply could not deliver on their promise.

Awareness is a much easier--and much more certain--needle to move so that's what agencies promise.

This week's Top 25 Marketing Blogs...

...according to Viral Garden:

1 - Seth's Blog
2 - Gaping Void
3 - Creating Passionate Users
4 - Duct Tape Marketing
5 - Marketing Shift
6 - HorsePigCow
7 - Coolzor
8 - The Viral Garden
9 - Church of the Customer
10 - What's Next
11 - Emergence Marketing
12 - Brand Autopsy
13 - Diva Marketing
14 - Jaffe Juice
15 - Beyond Madison Avenue
16 - New School of Network Marketing
17 - Logic + Emotion
18 - Pro Hip-Hip - Hip-Hop Marketing
19 - Marketallica
20 - What's Your Brand Mantra?
21 - Marketing Headhunter
22 - Daily Fix
23 - Movie Marketing Madness
24 - Experience Curve
25 - WonderBranding

The list with working links to all found at
http://moblogsmoproblems.blogspot.com/2006/08/viral-gardens-top-25-marketing-blogs_21.html

If you like my blog (Branding & Marketing by Dave Dolak), then please tell Technorati that it is one of your favorites by clicking on this link http://technorati.com/faves?add=http://davedolak.blogspot.com.

Today's worst marketing job in the world....

Chief Marketing Officer for any airline.

How in the world do you make any airline sound good these days?

Turning around a laggard brand?

I've been reading a lot of business articles from marketing experts lately who talk about ways to build strong brands. They talk mostly about carving out unique positions in the market, delivering superior value and making brand promises that resonate with the target market. They go on to discuss how these brands can then enjoy strong word-of-mouth advertising and gain lots of publicity that will make advertising less important in the success of the brand.

What they don't discuss is how difficult these things are to do for already established brands that are lagging.

What I believe needs to be said is that your branding must absolutely be considered during product development. Preferably, you will define the brand before you even begin product development.

You must begin the process of creating a product or service with the clear vision of what the final brand will look like, what promises it will make, and how you will deliver on those promises. Only then will you consider all the elements of a powerful brand and marry them with the required intimate knowledge of your customers. Only once you know what the brand *must be in its final state* can you then start to create a product or service that meets the requirements.

For established brands that are lagging, it can be very difficult if not impossible to create a strong brand from a weak product or service. A strong brand starts with a strong product or service.

Sometimes slick marketing and advertising just can't help a loser of an offering. You can't always put a fresh face on an old dog and make it do tricks. Sometimes you need a new dog.

The strategic role of marketing & branding

Marketing is not something to be “done” to a product or service after is has been developed.

Marketing and branding must be integrally involved in the development process to ensure that unique product or service value is created and translated into the brand and then consistently delivered to the customer.

As such, marketing cannot save ill-conceived or poorly developed products and services that are created in a vacuum without consideration to whether or not relevant and highly desirable value will ultimately be delivered to customers.

If you are looking to marketing (or worse yet, advertising) to save a failing product, then you have unrealistic expectations and you are bringing marketing to the table too late.

Book excerpt: How to Brand and Market A Commodity

Book excerpt- How to Brand and Market A Commodity

The increase in competition in just about every product category coupled with the ability for most consumers to quickly and easily seek out and compare all competing offerings via the Internet has put a great deal of pressure on brands to strengthen their positions and continually seek ways to deliver greater value to customers.

Here in the United States we have witnessed the proliferation of highly differentiated products with an ever increasing number of choices and alternatives. While branding has traditionally been rooted in the consumer packaged goods industry, branding principles have been adopted and adapted by other industries representing most other product categories, as well.

Companies on a global scale now realize that one of the most promising paths to long term longevity, a prosperous organization, and healthy profits is to create and manage strong brands for their products and services. We are seeing countries such as China, Korea, India, Finland and others put forth powerful brands with global impact. In the words of Scott Bedbury, author of the book by the same name, it is indeed "A new brand world".

For all of these reasons and more, the need for solid information and advice on how to brand and market commodities is currently stronger than ever. This need has prompted me to write this e-book in order to provide you with solid information on the topic in an easy-to-read, condensed format.

Why brand a commodity?

Branding is a way to escape the commodity trap of competing solely on price and volume. Branding also helps the branded product survive in an environment where not only is there constant downward pressure on price, but also a constant battle in which competitors savage and attempt to eliminate each other.

Branded products can increase market share, command price premiums, and deliver value to customers that exceeds what can be delivered by product features alone. Brands help create emotional and psychological ties with customers such that they become price inelastic. Brands can also make the purchasing decision easier, create trust in the buyer-seller relationship, and serve as a means to create an aura that surrounds the product offering that transcends tangible deliverables. These attributes benefit customers and producers alike.

Let's first define what commodity products are.

Definition of commodity

Commodity products are largely undifferentiated products that offer little or no perceived differences between competitive offerings. These are lowly differentiated products or services with high levels of substitutability and straight-forward price discovery. Commodity products are fungible as competitive offerings are easily interchangeable.

With little-to-no perceived difference, consumers shop for commodities primarily on a low price basis. Some examples of traditional commodity markets are: minerals, poultry, computer chips, bulk chemicals, coffee, tea, sugar, salt, flour, rice, spices, water, and oil.

Producers of commodities are driven to compete on low price and high volume. In general, the product life cycle is at the point where significant customer education and assistance is not required, customers have widely adopted the product, the market is mature enough to have attracted multiple competitors, and the market expands while prices decline as consumers demand price concessions.

Commoditization Warning Signs

Early warning signs of the beginning of commoditization are:

1 Increasing competition
2 Widespread availability of "me too" products
3 Customer resistance to pay for non-essential features and services
4 Pressure to reduce price
5 Lower margins

In such an environment it is usually only the producer with the lowest cost structure who can win and even then that producer must always seek ways to reduce costs while selling at lower and lower prices. This price-based competition can compromise product quality while decimating profits.

Excerpted from: How to Brand and Market A Commodity
Copyright 2005, Dave Dolak. All rights reserved.

When bad things happen to good brands

At some point in the life of your brand, an event will occur that negatively impacts your brand.

Sometimes such events will be mistakes or bad decisions on your part. At other times, things that are beyond your control will happen in the external environment.

In any case, it is essential to deal with these negative events in a positive, proactive and constructive manner to maintain the health of your brand.

The four steps to managing negative events in the life of your brand are:

1. Assess whether or not the event can be undone and weigh all the costs and consequences involved in undoing or reversing the event

2. If the situation cannot be undone then accept it quickly and do not dwell on it

3. Act quickly to minimize the damage and actively manage the fallout

4. Create a plan to capitalize on the new opportunities presented

Bad events happen in the life of a brand. Don't allow your brands to falter and lose their footing when bad things happen. Accept the things you can't change, move on as best you can and look for the new opportunities that are created.

Symptoms of an unhealthy brand

I'm compiling notes for an upcoming white paper on branding and thought I'd share a portion with you in advance.

Some warning signs of an unhealthy brand are:

* Your brand's sources of equity have vanished

* Through the course of natural evolution and growth of your organization, certain brands in your portfolio no longer foster the organizational mission or fit in with overall business strategy

* The investments you make in your brand cannot be justified based upon the level of revenue and profit that brand returns to your organization

* Nobody within your organization can seem to succinctly articulate your brand's core values or concisely state its unique selling proposition

* Your brand is promising more than your organization can consistently deliver

* Your brand has gotten a bad reputation and new, unwanted associations have been made by consumers

* Your brand's identity seems dated or old-fashioned

* Competing brands now hold the leadership positions in the category

* Your brand is not reaching out to new, younger consumers and your brand is aging right along with your customers

* The promises of value your brand makes no longer resonate or remain relevant

* Your market has moved beyond your brand

* Your brand managers are at least second or third generation managers who were not in your organization or near the brand when the brand was created

* You do not understand who your brand's most valuable customers are or why they choose your brand

* Sales are slumping and so are profits

If you recognize any of these warning signs, it might be time to take a closer look at your brand or perform a brand audit to help ensure your brand's health and longevity.

CRM systems and your brand

One of the best quotes I've seen or heard lately with regard to Customer Relationship Management (CRM) systems that were all the branding rage just a couple years ago comes from Shaun Smith in his article, "Ten ways to screw up your brand" over at BrandChannel.com.

Shaun says that many organizations use CRM systems "...as blunt instruments to stalk, rather than woo, the customer."

He is so right.

Instead of learning more about customers in order to offer them value that is of known interest to them, too many brands merely use the knowledge gleaned from consumers to pummel them with offer after offer in the hope that they simply just buy more stuff.

Let's not forget the "relationship" in Customer Relationship Management. Making an offer does not constitute fostering a relationship.

Case Study: Adobe Had Always Been ARTS PDF's Best Partner, Then Everything Changed

The above is an interesting case study in this month's issue of Inc. Magazine that examines how one small, start-up company decided to compete against a huge incumbent that has very high awarenss and brand recognition.

I especially like they way Arts PDF studied the marketplace, understood consumer desires and attacked a weakness in the larger competitor. Only time and the marketplace will tell how successful their strategy is.

http://www.inc.com/magazine/20060501/handson-casestudy.html

http://www.artspdf.com

The marketing secrets of Stonehenge

Earlier today I was riding my Goldwing motorcycle back home to Charlottesville, VA (USA) after visiting a customer in Blacksburg, VA (hey, we all have to conserve gas and save money somehow). Becoming a bit tired of the monotony of riding with the trucks on I-81, I decided to take parallel Route 11 to take in a bit of scenery and local flavor.

As I was enjoying the beautiful scenery of the Blue Ridge Mountains near Natural Bridge, VA, I suddenly passed something that grabbed my attention and compelled me to turn around and get a better look.

Alas, I had discovered "Foamhenge" and re-connected with a true American marketing phenomenon known as The Roadside Attraction.



Roadside attractions are great examples of creative marketing. These often odd attractions are just wild and zany enough to get weary travelers to stop and spend time and money in a locality. Targeted just perfectly to people driving along a road looking for adventure and a bit of a rest, roadside attractions give people something to enjoy while arming them with great stories to tell about their travels. These things, when done right, garner great word of mouth marketing.

As we in America begin another summer vacation season this weekend, I'm announcing "The 2006 Great American Roadside Attraction Marketing Contest". Let's honor the great American marketers who build and operate roadside attractions.

Send your stories and photos of your favorite roadside attractions this summer along with critical analysis from a marketing perspective. Tell us why you thought they were brilliant marketing and examine how effectively they market locations and promote tourism. I'm not sure what prize the winner will get yet, but I'll think of something. At the very least the winner will be featured on this blog along with their story and photos of the winning attraction.

As we begin another summer season, let us not forget the real meaning of Memorial Day next Monday. Memorial Day is a day to remember those who have died in our nation's service. We should be ever mindful of those who made the ultimate sacrifice so we can enjoy our freedom.

And if you just happen to be driving through Virginia this summer, The National D-Day Memorial in Bedford, VA is a great place to honor some of those who died in service to our great country.

http://www.roadsideamerica.com/attract/VANATfoamhenge.html
http://www.naturalbridgeva.com
http://www.dday.org

How to create mass market appeal for your brand like a moth drawn to the flame

A brand was very successful and profitable. This brand started as a small, exclusive brand that catered to upscale consumers with refined tastes and was built slowly through innovative and creative direct marketing efforts.

The brand had a wonderful story to tell and it told that story effectively. Communications included a compelling offer to which consumers responded.

Over time, this brand continued to grow at a slow but steady pace while loyalty amongst its customers grew to a point where they became fanatical about the brand and did not miss an opportunity to talk about the brand to their friends and recommend the brand to them. Word of mouth was strong and favorable. Customers were almost exclusively repeat customers who purchased the brand at regular intervals. The brand was highly profitable.

Then one day, a much larger company targeted the brand and bought it so they could add it to their portfolio. Attracted by the customer loyalty and profitability of the brand, Mega Conglomerated Corp., Inc. figured that if they plugged this relatively small brand into its mega wide distribution and supported it with mega mass marketing and mega advertising that they could expect a mega multiplier return on the profit number.

Mega Conglomerated Corp., Inc. immediately ceased the campy direct marketing efforts and started a campaign to promote the brand through much sexier and slicker mass advertising and in-store promotions throughout its distribution network of thousands of retail stores where the product was now available. After all, it figured, if this brand was successful before, it would be much more successful with the right marketing support that would put it in front of a mass audience who would overwhelmingly respond and purchase it willingly and more easily from a local retail store.

And then it happened.

Sales dropped. Loyalty tanked. The brand started bleeding red ink. Panic set in at Mega Conglomerated Corp., Inc. and fingers were pointed in all directions to explain why.

Through it all, not a single thing changed about the physical product itself.

What's the moral of this story?

There are many significant things to be learned.

A brand is much more than the physical product itself. A brand is an entity that makes a promise of value. This promise can speak in terms of quality, reliability, superiority, style of dialog and exclusivity--not just functionality and certainly not just features.

A brand that appeals to a niche market may do so precisely because those consumers are looking for a brand that is off the beaten path and cannot be found just anywhere. Consumers might want a brand that does not have mass appeal because it makes them feel like they have found an exclusive, superior brand that is not for the common folk. It makes them feel special because they have to take a few extra steps to purchase the product. Something that they, unlike others, are willing to do.

A brand might be successful precisely because it is marketed in a particular manner to a particular audience and trying to sell it to the masses will strip away the very reasons the original audience bought it in the first place.

This story also teaches us that we must thoroughly understand our brands' sources of equity before we change anything about them. Consumer insight is critical and decisions cannot be made in a vacuum or be driven by arrogance and greed. We should be willing to be humbled by a smaller brand doing things right and accept the fact that maybe, just maybe, we can learn something from it.

Sometimes the least sexy marketing and promotion for a brand is actually the best for it.

Thinking about transitioning to a mass scale for your brand might be a trap. Some brands are better suited to go deeper and grow slowly rather than go broad and grow rapidly. How do you know? Get to know your brand and understand what its sources of equity are.

Lastly, sometimes the owner of the brand is as critical to the success or failure of the brand as anything else. It might be this last fact that is hardest for us to accept.

Psst! 5 Marketing Secrets You Can Copy from the Big Guys

In the continuing spirit of passing along useful marketing and branding information, the May/June issue of Successful Promotions Magazine has an article entitled, "Psst! 5 Marketing Secrets You Can Copy from the Big Guys". The 5 secrets (with my comments following each) are:

1) A little attitude goes a long way.

A bit of edgy attitude can be a powerful and compelling part of your brand's personality.

2) Say something different.

This tip is classic positioning strategy. As I've stated before, your brands must communicate and promise unique value not found anywhere else. If you claim a unique position, it naturally follows that your brand can make claims not found anywhere else.

3) Viral Marketing doesn't have to be online.

There are plenty of ways to take advantage of offline viral marketing opportunities.

4) Be consistent with your brand message.

Use an Integrated Marketing Communications strategy to ensure your brand is communicating the same things consistently across all media.

5) Engagement of consumers, whether you're a big or small company, doesn't have to cost a lot.

Customer interaction and intimacy can and should be achieved through your branding. You should be able to find cost-effective ways to open the lines of communication with your customers.

The article also included 4 ways to stay in business (again, with my comments following each):

1) Stay true to your brand.

Let your guide be the answer to the question, "What is in the best interest of the brand?", when making critical decisions. Deliver on your brand promises every time -- without fail.

2) Stay with the same look.

Trust me, you will get tired of your look and communications long before your customers do. The only way to know if it is time to refine your message or look is to conduct research. Resist the urge to change for as long as you can because a consistent look helps build trust, awareness and brand loyalty.

3) Stay in touch with your customers' needs.

I don't even need to add anything to this one. Your brand is nothing if it is not in touch with customer needs.

4) Stay on target.

Never waiver from understanding, communicating, and supporting your brands' core values.

Battle of the Brands

I just got my mail for the day and received my new issue of MultiChannel Merchant (May, 2006 issue).

Right on the front cover is a story with the title, "Battle of the Brands" that discusses the importance of building strong brands and why it is now more difficult to build powerhouse brands than ever before.

Among the suggested ways to build strong bands:

* Differentiate on more than just price
* Focus on customer service and technical support and offer a range of products or vertical services
* Create powerful and compelling personalities for your brands
* Use sub-brands to build your overall brand (covered in my new, free audio book)
* Consistently offer something new
* Keep customers loyal

I encourage you to read the article.

You can learn a lot from a chain saw

I couldn't help but notice an advertisement in USAToday earlier this week that nicely illustrated a brand that gets it and is treating its brand with the proper respect.

The Stihl ad starts with the headline, "Why is the world's number one selling brand of chain saw not sold at Lowe's or The Home Depot?".

Stihl then explains in the ad why it refuses to let its brand fall into commodity status by allowing it to be sold at large box stores right next to competing brands so as to strip out much of its promise of brand value. The ad then lays out the case.

From the few words in the ad, here's what the reader takes away from the message.

Stihl's 8,000 dealers nationwide are critical to how Stihl sells its saws. They rely on those dealers to provide advice, straight talk, support and service for its chain saws. The brand believes that how it sells its saws is every bit as important and the saws themselves. They believe in and support their dealer network. They believe those dealers provide a level of expert advice, support and service that cannot be matched by competing brands. They will not allow their brand to be sold alongside competing brands without thorough discussion of the pros and cons of the Stihl brand versus competing brands. Stihl will not let consumers make decisions based on price alone without an understanding of the additional value the brand offers. Stihl will not cede control of its brand to others.

There are lessons to be learned.

We should not allow our brands to be compared on price alone. We must create brands that make promises of value so we can say, "Mr./Ms. Customer, you cannot directly compare our brand to competing brands on price alone. Our brand is different and here's why...".

Stihl's brand has integrity. Stihl is obviously a defender of its brand and will tell consumers why the Stihl brand represents a better choice.

Simply by analyzing Stihl's brand communication makes it clear why it is the #1 selling brand of chain saw.

It certainly promises value and communicates it in a way that powerful brands should.

USAToday, The Home Depot, Lowe's and Stihl are registered trademarks of their respective owners.

Free marketing and branding audio book MP3 / podcast

(Simply click on or right-click and "save as" on the icon above.)

Please feel free to download and listen to my new audio book on how to build powerful brands and extraordinary organizations.

This seminar covers many topics including: How and why to create a powerful Vision for your business; Why traditional brand management fails; How to conduct a brand audit; The importance of Integrated Marketing Communications; and Why Internal Branding is so important for your business. Perfect for small business owners and entrepreneurs, this audio book also contains information that will be useful to just about any professional marketer. This audio book also includes bonus material where I discuss moral marketing and why it is more important than ever for marketers to appeal to the best in the human spirit.

Running time: 25:25
File format: MP3, 17.4MB

All I ask in return is that you let me know what you think about the material.

Cheers!
-Dave

Intel re-branding effort revisited

Today Intel announced new technology that is reported to offer a microarchitecture dual-core processor that will deliver gains in performance and reductions in power-consumption.This new technology, vPro, joins the confusing array of brand names such as Centrino, Viiv, Core Duo and Core Solo that Intel has embraced as part of its new re-branding effort (I previously commented on the new strategy in my January 4, 2006 blog entry at http://davedolak.blogspot.com/2006/01/intel-rebrands-itself.html ).

If one reads the press release from the company (http://www.intel.com/pressroom/archive/releases/20060422corp.htm), one cannot shake the feeling that Intel is either trying to confuse consumers with its brand communication or that it is now only speaking to geeks within IT departments.

One of the reasons Intel had built such a powerful consumer brand was the fact that its brand communication was simple and we consumers all somehow understood that the Intel chip was superior to its competitors.We may not have understood exactly why, but we believed it.

Now Intel’s brand communication is a muddled message of technical specifications, jargon and benefits so difficult to decipher that it sends the message that Intel is now a commodity brand whose promises are only intelligible to the fine folks within IT departments who can understand the jargon and any possible benefits.

Intel has taken one of the strongest consumer brands in history and positioned itself as a commodity with very low differentiation in the minds of consumers. I strongly doubt that most consumers will continue to perceive much different between Intel and competing brands and that the equity Intel has built by having consumers ask for its chips by name has been squandered.The very fact that the brand’s communication is so technical and so hard to understand seems to communicate that there aren’t real differences between computer chip brands anymore and that any differences are so arcane so as to be unimportant to most consumers.

We should all take note as we build our brands.If we try to “re-brand” and change the meanings of our brands once brand equity has been established in the marketplace, we run the risk changing brand promises to the point where they communicate very little, or worse, communicate nothing unique or compelling whatsoever.

In my opinion, Intel has invented a whole new science within the marketing profession called, “reverse branding”. They have taken a leading consumer brand and commoditized it.

Podcasting & blogging for marketers

I attended an excellent program earlier this evening that was hosted by the Central Virginia Chapter of the American Marketing Association. The program consisted of a couple of local experts on blogging and podcasting, Waldo Jaquith and Sean Tubbs, respectively. These gentlemen addressed a group of roughly 50 marketers and small business managers about the best ways to integrate blogs and podcasts into their marketing strategies.

As an obvious blogger myself and also as one who markets my own expertise through this blog and via video & audio podcasts, I found the program very insightful.

There were gems in there for marketers who have an interest in using blogs to promote their businesses and I'd like to pass some along. Some of the gems were:

1) Monitor any and all blogs and blog comments that are related to your own brand names and/or area of expertise and be willing to participate in others' related blogs by posting comments.

2) Be willing to take action when negative publicity about your brand arises due to others' blog entries and use such instances as opportunities to improve your business.

3) It is very difficult for marketers to use blogs effectively--precisely because they are marketers and naturally tend to self-promote rather than inform which makes for uninteresting reading.

4) It is very important for marketers to create blog brands that don't suck and it is an art to be able to write a blog that others want to read.

5) Full disclosure is in order when attempting to walk the line between business and personal blogs. If it's personal, tell people. If it is business, don't shamelessly promote the business. Better yet, have a "disinterested" third party write your blog for you to keep some separation and objectivity. Have them write about the industry or the area of expertise--not promote the business in any way other than possibly placing obvious advertisements on the blog or podcast. Keep the promotion out of the content.

I also learned that the trends for podcasting are enticing with the demand for "Personal On Demand" audio and video content on the rise and the outlook strong.

In the interest of full disclosure, I am the current President of the local AMA chapter and I also use this blog to inform people about marketing best practices and current events in marketing and branding with the goal of educating people about marketing so marketers get better at what they do and so consumers demand more from marketers.

Now it is your turn. I'd greatly appreciate knowing what you think of this blog and my previous audio and video podcasts (all found below). Are these tools helpful to you? Am I missing the mark? Am I one of those marketers who has created a blog that sucks? Please comment.

This week in marketing reviewed

iMac computers that run Windows XP - There may still be hope for world peace. Can MacViruses be far behind?Bottom line: Marketing hit.

Disney allowing free online viewing of popular television shows with commercials that cannot be avoided – Throw every media revenue model at the wall and see what sticks.The media shift continues and my earlier bold prediction gets one step closer to becoming reality. Bottom line: Marketing hit.

Google launches an online personal calendar service that allows multiple people to overlay their schedules – Seems like a great idea but what about the next time security is compromised? Couple security issues with the ability to create a map directly to somebody’s house and you are just asking to robbed the next time you are out of town. Crooks would be wise to schedule themselves alibis. Bottom line: Marketing miss.

Your brand and anti-advergames

Several weeks ago I was contacted by a writer for a business magazine who asked if I would comment as a branding expert on a relatively new category of online games known as "anti-advergames". The writer wanted to know my views in relation to how such anti-advergames can impact brands from the marketers’ and brand owners’ perspective.

I admitted my ignorance because I had never heard of anti-advergames prior to that call and therefore was not qualified to comment.

After subsequent research and discussion with a lawyer friend of mine, I now have a better understanding of anti-advergames and think they might be a significant enough phenomenon to discuss in case you one day find your brand entangled with them.

First of all, let’s define advergaming. Advergaming is the practice of using games, particularly computer games, to advertise or promote a product, organization or viewpoint.

Anti-advergames, therefore, are online games that target companies and corporations and take an activist position against such promotion of companies, products and viewpoints. They are the opposite of advergames. These games take players through simulated aspects of business operations and either overtly condemn companies or more subtly encourage players to question the motives, morals and social values of the companies they target.

For instance, one anti-advergame targets the McDonald's Corporation by asking players to simulate the burning of forests in order to clear pasture land for cattle (while natives can be seen running from the flames), questions the practice of injecting cattle with growth hormones and rails against corporate management by questioning staffing practices.

In another anti-advergame, "Disaffacted!", the game creators target FedEx Kinkos by putting the player in the shoes of demotivated employees trying to manage a Kinkos store while demonstrating apathy and lack of concern for the customer. These games target specific companies by name and attempt to promote a social and/or political agenda by painting the companies as evil corporate citizens who care about little more than profitability.

Why should you be aware of anti-advergames?

With rapid media and technology advancements coupled with increased demand for new digital entertainment and ease of message distribution, there will be an increase in these types of campaigns that attack companies and attempt to shape public opinion against them.

Right now it appears this is being done with complete disregard to copyright and trademark law on the part of game creators. They violate copyright and trademark law and use brand names and logos without permission under the guise of "parody" and “education”. You may one day find your brand the target of such activism.

Brand managers seem to be in a precarious position.

If targeted companies respond and initiate litigation to stop anti-advergame creators from violating trade names and perpetrating slander or libel, then they run the risk of generating a lot of negative publicity and creating more awareness for those very games that might otherwise only have limited reach and impact. Perhaps these gamers are so insignificant that they are not worthy of response anyway.

As a marketer, a certain amount of restraint is in order to allow for creative expression against your brand, however, you must also guard your brand’s honor and be ready to take action if significant damage is caused and can be proven. Smart marketers must be aware of anti-advergames and be prepared to take action if such activism targeted toward their brands causes significant damages and destroys hard earned brand equity.

As an aside, I wonder how anti-advergame creators feel about the computer manufacturers, electric companies and Internet service providers they rely upon to execute & distribute their anti-corporate campaigns. I also wonder if these social activists burn down forests in order to plant soybeans and other vegetables so they can subsequently kill those plants and eat organically on the moral high ground.

Unless they are completely self-sufficient in their lifestyles and conduct no commerce whatsoever in the course of living their lives, then they too are part of the complex world of commerce and enterprise that they so gleefully attack.