Brand Stories: Critical to Brand Growth Strategy

March 30, 2016/0 Comments/in Brand Culture, Brand Experience, Brand Story, Brand Strategy, Branding, Customer Engagement, Online Marketing, Social Engagement, Storytelling /by Lorraine Carter

Have you ever said “No, thanks” when asked, “Would you like to hear a great story?” Generally not. A great brand story cleverly communicated can be just as compelling as one told in person. Yet, while small children may be enthralled by tales predictably opening with, “Once upon a time…”, sophisticated customers need more from unique brand stories.

The strongest brands have the best stories — ones that are eminently attention-getting, relatable and most importantly, shareable. In our always-on, always-connected world, brand stories are central to your brand strategy and sharing is a key factor to achieve that essential brand growth.

According to John Mellor, Adobe’s vice president of business development and strategy, brand storytelling is “the most powerful tool marketers have at their disposal.” In March 2016, Mellor addressed 10,000-plus attendees at Adobe’s annual conference, telling the audience, “It’s that human touch that helps us connect with customers and it’s those personal connections that transform the experience, because stories evoke emotions and emotions drive change.”[1] You must win the heart to move the mind because people buy with emotion first — product, service or idea — and justify with rational afterwards, regardless of gender or cultural background.

Brand Storytelling: It Takes Community Engagement

“The stronger the level of empathy and the deeper the emotional connection, the far greater the likelihood that the customer will look for more information about your brand, purchase your brand, and arguably more importantly, share whatever it is about your brand,” reports Michael Nutley in Adobe’s CMO.com. “Shareability is probably the biggest indicator that you’re looking for and you can absolutely see that emotional intensity drives share.”[2]

An appealing brand story is bound to involve customers’ direct experiences with a product or service. These days, a business cannot write its story sitting around a boardroom table or in an isolated ivory tower. That one-way street is permanently closed; the path via co-creation and connectivity is today’s route.

“Brands are not necessarily what their companies say they are,” explains digital analyst, author, and futurist Brian Solis. Delivering the keynote address at a 2015 content marketing summit at LinkedIn, he stated, “Your brand is what people say about you when you are not in the room. Businesses are no longer the sole creator of a brand; it is co-created by consumers through shared experience…”[3]

Brand Storyboarding: Creating Meaning

Solis goes on to explain that brand stories aren’t necessarily linear, like the narrative in a classic fairy tale. Rather, these stories begin well before page one. Consider Airbnb and Southwest Airlines as prime examples of brands solidly connected to their audiences. For customers, interaction with these travel brands begins at the dream stage, long before anyone unlocks a rental property’s front door or buckles up a seat belt aboard an aircraft.[4]

Writing in Martech Advisor, Larry Levy, executive vice president of business development at ScribbleLive, agrees. “The best campaigns come from marketers who spend their time understanding the customer journey, listening to and quantifying the types of conversations that happen along that journey, and weighing in at key points with content that educates, informs, and entertains.”[5]

Brand Conversations: The Customer Journey

Successful brands know that customers are empowered to be more vocal and proactive than ever before. A good brand story is now part of the conversation and it must be central to a customer’s wants and needs. Does your brand story reflect and support your brand positioning, style, tone-of-voice and overall messaging while also amplifying your brand mission, vision and purpose? As a brand owner or manager, the plot and the characters are yours to develop, but twists and turns along the way will be embellished by your target audiences and prospective ones to help you grow the brand as the story unfolds.

As a highly skilled presenter with an impeccable sense of timing, every time Steve Jobs tacked on his famous, “One more thing,” in a keynote address, his packed audiences of developers and media broke into cheers and hoots of approval. But unless you’re the next Steve Jobs talking to a solid B2B fanbase, best practice is to avoid being boring about technical details that won’t hold anyone’s interest beyond the engineering department.

Craft your brand story carefully. A discussion of your latest product’s specifications is fine for a chalkboard in the engineering department, but has no place on a billboard, brochure, website or customer magazine. We use a process called the Story Selling System™ in which all the key ingredients of a strong brand story are structured. It ensures all the authentic, relatable, memorable and emotionally engaging factors are included in a way that’s relevant to your primary audience but leaves room for development and embellishment with customer interaction, without losing sight of brand authenticity and provenance either.

Case Study: Barbie by Mattel

Like Apple, Mattel decided to take customers on a storytelling journey to reinvent Barbie. They did it with a short film, “When Girls Are Free to Imagine They Can Be Anything,”[6] aimed at mothers, resulting in 50 million views and 500 million social engagements, 81% of which were positive.[7]

The story line is that when a girl plays with her Barbie, she imagines everything she can become — a vet, a pilot, a comedian, a songwriter, a football coach, president.

Image via www.barbie.com/en-us/youcanbeanything/

Importantly, the story was accompanied by a refreshed product line debuting new dolls with different skin tones, body types, hair colors and textures. Kudos to Mattel for growing the brand with a timely story that clearly takes Barbie from her 1959 Baby Boomer introduction right through to Gen Z.

Case Study: Minnetonka Moccasins

A third generation, family-owned Minnesota-based moccasin maker traces their timeline via the Americana story of fringe and beads since 1946, and includes the CEO, designers, stitchers, retail suppliers and customers in the video relating their brand story.[8]

Minnetonka demonstrates how a small town heritage handmade shoe brand grew to a distribution network in 50 countries without losing their authenticity. Better still, the story continues on Instagram with #MyMinnetonka, where customers upload their photos to “show us how you make our styles your own.”

Image via www.minnetonkamoccasin.com

Case Study: World of Beer

WOB’s concept of tavern franchises for craft beers has grown from its first Tampa, Florida location opened by two college buddies in 2007 to about 100 US locations in 2016. Known for its extensive craft beer offerings, its first overseas bar will open in 2016 in Shanghai, followed by India and the Philippines.

To bring that story to life, World of Beer launched a March 2016 search for its summer campaign called #DrinkItIntern[9], seeking a team of three global brand ambassadors compensated at $12,000 each to “share the best beer stories on the planet to hit the road and experience the world’s best craft beer…” Without question, the passionate and entertaining stories generated by this team will return manifold on the investment.

Image via www.worldofbeer.com

Case Study: Uber

All paths lead to a more and more personalized journey for the customer, currently achieved through brand storytelling that allows a customer to own the space. The intersection of big data and high tech indicates that this trend likely represents the next decade.

Because today’s brand story is intrinsically tied to customer experience, Uber is an oft-cited example of our “ego-centric” urban environment. In talks told at TedX and onstage at conferences in cities all over the world, Brian Solis predicts, “Experience is key and there will be an Uber of every industry.” Calling customers “accidental narcissists,”[10] Solis explains why for Uber, the central characters in the evolving brand story are the (impatient) customers.

When a rider requests a trip through Uber, the nearest driver gets a “ping” telling them that someone wants a ride. They have 15 seconds to tap and accept before the request goes to another driver.

Image via www.businessinsider.com

Drivers receive weekly alerts, encouraging a better than 80 percent acceptance rates. Furthermore, the Uber brand story is one that allows customers to continually tell, re-tell and share it. With every single ride, customers are asked to give their driver a 1-5 star rating and leave comments…and vice versa. The Uber driver’s career depends on these ratings and passengers with good ratings will get faster pickups.[11]

Case Study: Cirque du Soleil

After more than 30 years as a live storytelling on steroids, Cirque du Soleil must continue to pump their story out to connect with new and younger audiences. The strategy for bums on seats amounts to filling a whopping 25,000 nightly, just in Las Vegas alone.

In one year, Cirque sells more tickets than all Broadway shows combined, says Alma Derricks, vice president of sales and marketing. Because Cirque has eight very different Vegas shows[12] and another dozen performing in a traveling repertoire, the brand story must keep interest in them all alive and growing.

That’s done via a signature brand story explained by Derricks, “If you take any element of what we do – music, costuming, makeup – everything is exquisite. Every detail is thought through. Every wiggle of the finger is something that’s been considered and developed and choreographed and polished. It’s something that really sets our shows apart, and it’s the signature of every one of our shows, no matter what it is. It can be laugh-out-loud, knee-slappingly funny. It can be sensual and sexy.”[13]

Image via www.cirquedusoleil.com

Small Businesses Tell Compelling Brand Stories Too

Four Corners Café[14], a one-off coffee shop in Waterloo, London, is voted best in the UK and earns a TripAdvisor Certificate of Excellence by operating a loyal customer led trip planner scheme for photos taken around the world tagged and posted on social media.

A pub in Nottingham features a map to the castle on placemats and the story of Robin Hood on the back of its menus.

Image via www.triptojerusalem.com

Everlane[15] makes simple garments sold online for less, with a brand story called “Radical Transparency.” They offer factory tours in LA and expose the supply chain beginning at source, through process, compliance, and cost breakdown right to your door. Explosive growth and out-of-the-box thinking means they have an opening called “Name Your Job” in which passionate people can apply to create a potential position.

Image via www.everlane.com

A small boutique hotel in Paris names its rooms after famous artists buried in the nearby Montparnasse Cemetery and tells their life stories on their website’s booking engine.

Image via www.hotel-mistral-paris.com

Questions to consider:

• Does your brand have a compelling story? Is it populated with characters, scenes and circumstances that people can relate to?

• Is your brand’s story unique and genuine? Does it enthrall and capture your customers’ attention as you carry them with you along your journey of highs, lows and exhilarating breakthroughs?

• Can you identify several touch points at which your brand story is shared with existing customers in a way that matters to them?

• Can you think of additional brand touch points to put in play? What are you missing in your brand story as you evaluate it through a brand audit health check while benchmarking it against the Story Selling System™?

• How do you ensure that your brand story is reaching potential new customers? How many different brand touch points are you using to share your brand story? Are they all relevent to your ideal customer?

• Are your employees embracing your brand story in their daily customer interactions as your brand champions? Are they living it through your brand values and your customer journey?

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Brand Profiling: How Brand Performance and Purpose are Inextricably Linked

Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

Brand Profiling: How to Use Emotion to Make Your Brand More Profitable

Brand Audits: 10 Things Successful Brand Owners and Managers Must Know

Brand Promises: How to Craft, Articulate and Live Them for Brand Success

Brand Revitalisation and Relaunch: The do’s and don’ts of doing it successfully!

Brand CSR: The Business Case for Successful Branding and Social Good

Co-Branding: 13 Tips for Growing Your Brand Through Strategic Partnerships

[1] http://www.cmo.com/articles/2016/3/23/adobe-summit-day-2-storytelling-is-marketers-most-powerful-tool.html

[2] http://www.cmo.com/articles/2016/2/29/the-future-will-not-be-personalised-it-will-be-personal-.html

[3] http://www.b2bnn.com/2015/08/brian-solis-on-how-to-tell-better-brand-stories-without-brand-journalism

[4] https://www.youtube.com/watch?v=sPfya60FYo4

[5] http://www.martechadvisor.com/articles/how-datadriven-content-marketing-draws-in-target-audiences

[6] http://www.barbie.com/en-us/youcanbeanything

[7] http://www.chiefmarketer.com/mattel-becomes-relevant-again-by-reinventing-barbie

[8] https://www.minnetonkamoccasin.com/history/

[9] https://worldofbeer.com/DrinkItIntern

[10] https://www.youtube.com/watch?v=zVtfLI79UPA

[11] http://www.businessinsider.com/leaked-charts-show-how-ubers-driver-rating-system-works-2015-2?r=UK&IR=T

[12] https://www.youtube.com/watch?v=DQoyuLsidJI

[13] http://www.cmo.com/articles/2016/1/13/the-cmocom-interview-alma-derricks-vp-of-sales-and-marketing-cirque-du-soleil.html

[14] http://www.four-corners-cafe.com

[15] https://www.everlane.com

What Customers Want: Top 16 Branding Trends in 2016

December 7, 2015/0 Comments/in Brand Culture, Brand Experience, Brand Personality, Brand Story, Brand Strategy, Branding, Branding Trends, Business, Customer Engagement, Global Branding, Integrated Marketing, Interactive Marketing, Market Insights, Marketing, Millennial Branding, Mobile, Mobile Commerce, Online Marketing, Social Engagement, Technology, Video, YouTube /by Lorraine Carter

More than a half century ago, the customer-centric branding pioneer Walter Landor said, “Products are made in the factory, but brands are created in the mind.” [1] In 2016, the path to that consumer experience is a two-way street, and guess who’s in the driver’s seat? Brands with strong personality are the winners, because customers equate great experiences and emotive meaning with strong, distinctive brands.

While Mr. Landor had massively insightful branding vision, he couldn’t have foreseen the challenges brands face in 2016. The 21st century consumer shopping and purchasing experience has changed, and continues to change…fast. Demanding and sophisticated customers no longer simply reach for “new and improved” brands on display shelves.

Digital Developments in Branding

In 2016, any brand overlooking the following trends would do so at their own peril:

• Shift to mobile is the main message for every small, medium, or large-sized brand in 2016. According to Google, “Mobile has forever changed what we expect of brands.” [2]

• Understanding digital is key. For even the smallest brands, the monetization of social platforms means we’re in the “pay-to-play” era. So going forward, every big brand marketing department needs a deep understanding of digital and every small brand needs to maximize their resources.

• Interpreting data tells brand marketers what’s working and what’s not, ensuring that spending choices are made wisely.

Simply put, your customers are online and that’s where you need to be. Specifically, they’re on mobile and increasingly, they’re watching video content to make purchase decisions.

Yes, just when we thought ubiquitous online shopping had tolled a death knell for bricks-and-mortar stores, Amazon introduced its first-ever real physical bookstore in Seattle University Village. [3] What does this signify 20 years after Amazon went live with cut-rate books online that nearly destroyed bookstores? Amazon is connecting the dots between its troves of big data on customer preferences and the 2016 desire for a humanizing browsing and shopping experience. No one is yet pronouncing this first bookstore as a trend, but it’s worth keeping an eye on. (Remember, Amazon Founder and CEO Jeff Bezos purchased the Washington Post when everyone said print newspapers were dead.).

Image via www.amazon.com

Branding Studies Highlight Customers Expectations

“Speedy, seamless and sensory,” is the brand experience consumers want in 2016, according to the Landor Associates study released in November 2015.[4] Today’s challenge for brands, says Landor’s CEO, is to continuously evolve, to be utterly relevant, while all the while staying true to the brand’s essence.

The largest group of consumers on the planet are Millennials (born between 1980 and 1995), and they’re adults now. The youngest in this cohort will turn 21 in 2016. As Edelman reveals in their latest worldwide “8095 Survey” of Millennials’ purchasing preferences, brands must surprise and delight to gain loyalty, because average is not acceptable.[5]

Image via www.edelman.com

In PwC’s latest global survey, “Retailers and the Age of Disruption,” the overarching trend is that “…the premium in the future will be on creating unique, brand-defining experiences that keep customers coming back — whatever the channel.” [6]

Branding keywords for 2016 include: personalized, authentic, humanized, interactive, engaging, and mobile.

We take a closer look at some outstanding examples from brands that illustrate key 2016 on-trend pointers to successfully target today’s customers.

Brands Can Flaunt a Sense of Humour

Lowe’s Home Improvement highlights their products by inspiring successful DIY through amusing, real life storytelling videos. The series are short and sweet, showing projects that will make you feel like you can accomplish anything, from painting a room to building an outdoor deck. Anyone who has ever tried to fold a fitted sheet will empathize with this guy.

Brands Are Storytellers

“I don’t think the world is ever going to want to stop hearing stories,” is the sentiment expressed by Angela Ahrendts during her tenure as CEO of Burberry. She emphasized that anyone who is touching your brand wants to see, feel and hear its authentic story. Tell it visually, amplify it with music, create energy around it. Ahrendts obsession about doing all of the above is why she’s America’s highest-compensated female executive as Sr. VP of Apple.

Brands Should Support Good Causes

Aligning with charitable endeavours, championing social issues or running an environmentally sustainable business is good for a brand, its customers and the community at large. Choose wisely, care deeply and gain credibility in the process. Marks & Spencer produced their Oxfam donation partnership called Shwopping profiling celebrity ambassadors, Annie Lennox, Emma Thompson, Twiggy and other leading ladies.

Brands Gain Trust via Authenticity

RED Lookbook is an Estée Lauder advert for their fragrance, Modern Muse Le Rouge. It’s delivered as a feel-good video featuring a “real” person, UK social influencer Fleur DeForce, wearing lots of red and using the fragrance. “Top priorities to succeed have to be authenticity and passion,” the beauty video blogger with 1.3 million subscribers told Digiday. Followers are accustomed to seeing Fleur in intimate, authentic videos relaxing with her husband, friends, dogs and favorite products. The 27-year-old provides a disclaimer, “I only ever work with brands that I personally use and love, and only to promote products I genuinely like and believe in.”

Brands Become Approachable

The evolution of wine reveals a case in point about humanizing a brand. Today’s winemakers are portraying down-to-earth personalities. Even the glamorous bubbly Moët & Chandon, founded in 1743, is behaving in a way that’s anything but stuffy and old fashioned.

Image via www.moet.com

In California wine country, “7 Deadly Zins” from Michael David Winery just knows how to have a good time with their Zinfandel branding, paired with fresh air and a mountain hike.

Image via www.michaeldavidwinery.com

And, there’s a seriously excellent wine inside the bottle illustrated with dancing elephants on a cartoon-like circus label; this Syrah was rated #2 in the world for 2015 by Wine Enthusiast Magazine. [7]

Image Courtesy of Lodi Winegrape Commission

Brands Relate To Consumers’ Lifestyles

In just six months, Fitbit has scored 6 million YouTube views for its 30-second rom com, “Know Your Heart.” It’s completely relatable and inexpensive to make. “The campaign plays off the duality of knowing your heart emotionally and physically in a cheeky and relatable, story–driven way that resonates with our brand,” says Fitbit global marketing VP Tim Rosa. “We wanted it to be relatable and charming, while showing that getting fit and healthy is attainable if one sets his/her heart to it.”[8]

Top 16 Brand Trends Checklist for Engaging Customers in 2016

1. Consumers crave brand authenticity. They want personalized, engaging and humanized interaction with brands, even humour that brings a smile to the face.

2. Customers are embracing disruptors, from healthcare wearables to taxi services and non-hotel stays.

3. Consumers are making emotional decisions about brands that feature distinctive, compelling storytelling and a friendly tone of voice, not corporate-speak bravado.

4. Customers want responsibility and accountability from brands. They’re looking deeper into a company’s ethics, environmental position, supply chain, production processes, diversity hiring, mission statement and corporate giving.

5. Consumers are tuned in. They place more value on online reviews from strangers than on brand advertising.

6. Customers are listening to employees as brand champions whose opinions on the brand culture can speak volumes via social media and in person.

7. Consumers are searching and shopping online. They expect fast, seamless, quality brand experiences from super fast mobile websites to free, next day delivery.

8. Consumers are looking at FMCG (Fast Moving Consumer Goods) and packaging design that goes beyond a logo, photos or serving suggestions in favour of labels that may reveal personality, tell about a product’s backstory and offer interesting “did you know” facts up front.

9. Consumers continue to relate to brands that relate to their own lifestyle preferences.

10. Consumers are consulting with children living at home in making their purchase decisions, including vacations.

11. Customers require a sense of place when they travel, not cookie-cutter, look-alike hotel and restaurant chains.

12. Customers express themselves through the brands they associate with, including artisan, hand-crafted, small production items from bricks and mortar stores or limited edition and customized products from larger brands.

13. Customers want two-way communication and co-creation with brands that are connecting with their customers and responding to feedback.

14. Consumers are tired of annoying in-your-face advertising that screams a one-way message. Native advertising and re-targeted effective messages that deliver relevance are the way to get attention in 2016.

15. Consumers expect multi-channel agility from brands. They prefer original brand video content and how-to advice to be seamlessly accessible across their multiple devices.

16. Consumers are rejecting photo-shopped, zero-sized beauty definitions in favour of natural and real, wellness and gender-neutral positioning.

Image via www.edelman.com

In conclusion:

• It’s not your brand anymore. It belongs to your customers.

• Brand experiences matter more, not stuff. Bring shareable new ideas to the marketplace.

• Brands must be created and developed using strong well developed personas. Make it personal, emotive, relatable and real.

• Clever and amusing is the new approach. Humanize your brand.

• Brand loyalty must be earned. Sophistication and authenticity are the order of the day for a much more discerning customer.

Ask yourself:

• How many of these 16 trends can you tick off your brand must-do list as part of your brand strategy for the year ahead?

• Has your brand found the right tone of voice for 2016?

• Have you defined your brand’s personality and strategized about how it is being expressed?

• Does your brand require a refresh or a re-branding to resonate with today’s consumers?

• Have you identified your brand’s positioning and unique selling points and successfully incorporated them?

• Has your brand aligned with a charity? Has it embraced sustainability and green initiatives? Is there a corporate social responsibility message that’s making its way to customers’ ears?

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

• Brand Profiling: Top 6 Components to Creating a Strong Brand Personality

• Creating New Brands: Top 10 Tips for Brand Success

• Brand Personality: Is Your Brand’s Character Big Enough to Compete?

• Millennial Branding: 6 Ways Your Brand Can Appeal to Millennial Customers

• Co-Branding: 13 Tips for Growing Your Brand Through Strategic Partnerships

• Video Brand Strategy: Top 11 Tips for How and Why You Need to Use Video

[1] http://www.aiga.org/medalist-walterlandor

[2] https://www.thinkwithgoogle.com/micromoments/au.html

[3] http://www.amazon.com/b?ie=UTF8&node=13270229011

[4] http://landor.com/news/landor-releases-2016-brand-trends-brick-and-mortar-is-back-and-speedy-seamless-sensory-experiences-are-in-demand

[5] http://www.edelman.com/insights/intellectual-property/8095-exchange

[6] http://pwc.to/1XKvq8G

[7] http://cf.bgwm.co/v1/toplists/2015/wines/BOY_Enth_100_2015.pdf

[8] http://www.fastcocreate.com/3046378/dude-chases-a-girl-and-a-healthier-lifestyle-in-this-new-fitbit-ad

Brand Sponsorships: The Best Brand Ambassadors Are Already On Your Payroll

September 8, 2015/0 Comments/in Brand Ambassador, Brand Champions, Brand Partnerships, Brand Sponsorship, Brand Strategy, Business, Customer Engagement, Online Marketing, Social Engagement /by Lorraine Carter

What is a Brand Ambassador?

Not everybody can be called the greatest tennis player of all time. However, with 17 Grand Slam trophies in a professional career beginning in the last century, Roger Federer has the most impressive endorsement portfolio in sports.

Image via www.moet.com ©Moet

His grace under pressure and winning smile positions him well for a brand ambassador role adding exponentially to his USD 93 million in prize money for hitting the ball. Luxury names like Moët & Chandon, Nike, Rolex, Wilson, Credit Suisse and others align their brands to Roger Federer’s brand for a win-win providing USD 40 million annually to the tennis star.

Brand Champions in the Workplace

The beauty of this strategy is its scaleability for small and medium-sized businesses. You don’t need a big budget to gain endorsements. As evidence, look around in any downtown — people are wearing T-shirts, caps and carrying totes emblazoned with corporate brands and college names.

Image via ©Stanford University Catalogue

The best and proudest brand ambassadors don’t cost millions; they’re on your staff. Frankly, no one is more invested in seeing the company successful and the brand well-liked than the people who work in its name.

Managing Brand Risk

The flip side, of course, is managing risk. Businesses of all sizes know that the impact of social media on a brand’s reputation is an everyday reality. As employees are sharing more and more online, the divide between our personal and working lives becomes ever more narrow. That’s all the more reason to nurture and protect your brand from the inside out.

You can probably name a handful of ways that you already strive to ensure that your employees are fully engaged as champions of your brand. It’s not too difficult to think of new ways all the time…in fact, your employees can probably make great suggestions, too.

Sharing is the Key – 5 Tops Tips to Developing Your Brand Ambassadors

Here are five no-cost and low-cost ideas borrowed from big brands for developing your employees as brand ambassadors. We think they go a long way for small- and medium-sized businesses. Training and sharing is integral to every brand strategy for developing and supporting your employees as the stellar brand ambassadors they should be — and would like to be.

1. Sharing Your Brand Story

Follow the example of Nokia in ensuring that new employees are onboarded with a welcome to the company that presents its proud history. Every brand has an inside story, even if it’s a newly founded enterprise and staff want to know about that history, rather than find it out at a trivia quiz night.

Nokia employees can answers questions like these:

Q: What is the first thing that Nokia manufactured? A: Rubber boots.

Q: When did Nokia sell their billionth mobile phone? A: In 2005 in Kenya.

Image via www.twitter.com

We realize that no customer will ask a Nokia employee for these random historical facts. Yet, they’re representative of the mindset at Nokia. Management educates employees about customer service policies, provides notifications about product rollouts and then shares the logon to Nokia’s customer-facing Twitter accounts as part of the company brand culture.

2. Management Shares Internal Communications

Engaged employees build strong brands. An employer who does a good job of keeping employees informed is one which deepens employee activism in a positive way, say 81 percent of employees surveyed by a leading global public relations agency, Weber Shandwick.[1]

Image via www.webershandwick.com

Employee brand activists defend their employers against criticism, they visibly engage, they lean in both online and off. This is nothing new; it’s human nature. In a 2006 whitepaper produced for the Society for Human Resource Management, Robert J. Vance, Ph.D., states, “The greater an employee’s engagement, the more likely he or she is to ‘go the extra mile’ and deliver excellent on-the-job performance.”[2]

3. Employees Share External Communications

Ivory towers are so yesterday. The Weber Shandwick survey indicates that 21 percent of employees in companies of 500+ employees are brand activists. We can imagine how much higher that percentage may be in smaller companies. And importantly, customers like it that way.

As Eric Nystrom, director of social media and community at Dell points out, “customers are really interested in connecting with empowered employees who are the subject matter experts, not brand spokespeople or brand marketeers.”

Image via © www.dell.com

Even big brands with thousands of employees like Dell and Adobe are providing employees with a voluntary certification program to recognize them as qualified to engage in social media and community activites on behalf of the brand. The Dell Social Media and Community University creates brand ambassadors out of staff through value-added training courses leading to enhanced confidence and a consistent voice for the brand. What happened at Dell?[3]

• More than 16,500 Dell employees enrolled in 28 unique courses

• Since 2010, 8,800 employees in 55 countries have become certified

• Online negative comments about the brand dropped 30 percent

• Every day, 25,000 conversations about Dell take place

4. Sharing Between Personal and Corporate

Buy into the principle of personal plus corporate, not personal versus corporate. Your employees may wear a uniform like those working at the Apple Genius Bar and at Ritz-Carlton Hotels — but the individual must not be stripped of their own personality. “Think consistency, not conformity,” suggests a Forbes contributor to the leadership series.[4]

When it comes to making exceptions for outstanding employees, make them. And share that decision.

When Rocky Mountaineer head office found out that 19-year veteran train manager Janice Bondi was about to depart on a cross-Canada rail journey which meant missing a Mother’s Day tea at school with her 4-year-old, this is what they did about it.

5. Share the Two-Way Street

It’s great when you have incorporated these tips into your company brand culture. Remember, it’a a two-way street. What do your employees think? You’ll want to gather their suggestions — keeping in mind that a company-wide meeting in a formal setting isn’t necessarily the best way to do that. Consider a suggestion box, develop other channels, create an open door policy, recognize employees of the month, have a company day out and look into other ways that positively reinforce. There are lots of ways to develop and reward your brand ambassadors, beginning with asking what will resonate for them.

Image via ©Lindsay Bremner, flickr CC 2.0

• Humanizing Your Brand : Why It is Key to Commercial Success

• Brand Management: Top 10 Tips for Managing Your Brand Reputation

• CEO Brand Leadership: How Does Your Leadership Impact Your Brand?

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

• Brand Profiling: Top 6 Components to Creating a Strong Brand Personality

• Brand Voice: Differentiating Through Your Own Brand Language and Attitude

• Brand Differentiation: 30 Ways to Differentiate Your Brand

• Creating New Brands: Top 10 Tips for Brand Success

• Brand Audit: Tips for Determining Your Brand’s Health – Can it be Improved?

So, what do you think?

• Have you developed a first-day brand welcome and induction programme for your new staff?

• Do you have an employee recognition programme in place as part of your brand strategy? Is is congruent with your brand profile and culture?

• If so, is it one that employees are happy with or does it need brand revitalisation or tweaking?

• Are your employees empowered to use social media on behalf of your brand? Have you given them the requisite training and developed your brand policy and risk management strategy?

• Do you offer employees and family members cool looking branded T-shirts or other appropriate brand collateral they’re proud to use or wear?

• Do you have a suggestion box for employees and is their input actively encouraged?

[1] Employees Rising: Seizing the Opportunity in Employee Activism, Weber Shandwick, 2014.

[2] Employee Engagement and Commitment, Society for Human Resource Management, 2006.

[3] www.slideshare.net/dellsocialmedia/infographic-social-media-and-community-university-at-dell-24818308

[4] Three Steps for Transforming Employees Into Brand Ambassadors, William Arruda, Forbes

Brand Management: Top 10 Tips for Managing Your Brand Reputation

August 11, 2015/0 Comments/in Brand Personality, Brand Profiling & Positioning, Brand Reputation, Brand Strategy, Brand Voice, Branding, Communication, Customer Engagement, Facebook, Google+, Linkedin, Online Marketing, Pinterest, Social Media, Twitter, YouTube /by Lorraine Carter

Got a brand? Just like a person, your brand has a reputation to establish and uphold. The identity of your brand, of course, begins with its name. Your product or service is your brand’s body and mind, and you must use all five senses to reach out in appealing ways to old and new friends (customers). Your brand lives, breathes and grows via its brand personality, which has simply got to be consistently appealing, authentic and dependable.

That’s all wrapped up in what brand marketers refer to as a brand’s tone of voice. It reveals a style reflected across everything your brand says and does online and offline, both written and visual.

Leverage Your ROI

Smaller businesses can punch above their weight without a string of zeroes in the budget when they get their branding basics right. Why? Because brand loyalty, sharing, peer recommendations, transparent feedback and brand ambassadorship are stronger than ever in the digital age. We’re passionate about working with brands every day, large and small, to make this happen, so they can leverage their ROI to the maximum.

Image via www.google.com

See and Be Seen Where Your Brand Belongs

Even the most popular person can’t be — and shouldn’t try to be — everywhere at once. Decide where you want to be seen and heard depending upon who your customers are and where the circles of your brands’ look-alike audiences (as Facebook Ads have named this tool) are found. That’s why you don’t go to a convention for lovers of African violets to network with extreme adventure travelers and vice versa. Nor would anyone switch on a television shopping channel to buy heirloom Tiffany & Co. gems.

Online and On Brand

Apply traditional channel and networking logic to online platforms to determine where you belong. An anti-aging cream on Snapchat represents wasted effort in the same way that a traditional print advertisement for wrinkle cream would be absurd in the pages of Seventeen magazine. If you need some brand strategy support our team can steer you through your social media distribution decisions, specific to your brand, to get the most from your investment.

To see the big picture, AdWeek[1] has published infographics providing some insights about the expected growth in online audiences of 180 million by platform and age group worldwide through the end of 2016. We can take your brand on a deeper dive into your brand’s affinity groups and demographics to pin down your best placement.

Image via www.adweek.com

Lights On, Always Open for Business

Since your consumers (all consumers!) are online, let’s go there first to discuss building your brand’s online personality in sync with your offline one. Importantly, they require fine-tuned alignment.

The days of turning out the lights and locking up the shop for the night are over, as you’re open for business 24/7 online. In the hearts and minds of your primary audience, the digital brand is indistinguishable from the bricks and mortar brand. Your clients don’t separate the online and offline personality of your brand, and you shouldn’t either.

Claim Your Free Real Estate

1. Claim your free real estate from these main social media platforms: Facebook, Twitter, Linkedin, YouTube, Pinterest, Instagram and Tumblr. Google+ and Google Places for Business are must-dos for everyone wanting to be found 24/7 by customers online. You can easily edit your contact information, business description, hours, website URL and photos. Not being on social media at all is not an option; you cannot manage your brand reputation if you’re invisible.

2. Add to your brand’s online presence by completing your business profile on free aggregate platforms pertaining to your business sector, such as TripAdvisor for travel and hospitality providers or Realtor.com for real estate. Your competitors are doing likewise.

3. Make sure your website is 100 percent mobile responsive; this is no longer optional. From April 2015, Google’s algorithms began penalizing search results for websites that don’t provide the best user experience on mobile devices.

According to Search Engine Watch[2], Google says that “near me” mobile searches have grown 34 times over since 2011. With 73 percent of the world’s population using mobile phones, we can be certain that mobile wallets are poised for exponential growth. In other words, brands that don’t optimize their online presence by paying attention to their appearance and brand tone of voice are leaving heaps of money on the table.

4. Develop the right tone of voice for your brand with brand profiling, using a system like our Personality Profile Performer™ and use it consistently across all content, all visuals and all devices (desktops, laptops, tablets and mobiles for all operating systems). You need to think of your brand as a humanized entity with a richly developed brand personality with key character attributes much like a real person e.g. likeable, friendly, sincere and genuine. Corporate-speak really doesn’t fly.

5. Don’t bite off more than you can chew. There’s no point in signing onto a social media platform other than to drive business to your website or to your door. So, once you create your online personality, brand reputation management has only just begun. As the old scouting song goes, “Make new friends but keep the old, one is silver and the other gold.”

Answer comments and questions promptly and sincerely. An honest response to a negative review sets you up for an even better review.[3] Remember, online you are speaking to two audiences — the person who make the comment and the rest of the world! Brand authenticity and honesty pays!

Visuals Are Vital

6. Upload original quality photos and videos. You simply cannot have too many. Visually appealing content needs the same attention as bricks and mortar appearances such as clean shop windows and display shelves free of dust.

The impact of visual is enormous. According to Social Media Today[4], 63 percent of social media is made up of images and 50 percent of users have shared online images and videos. On Instagram and Pinterest, you’ll inspire users and gain followers by creating hashtags and boards, translating in to more free real estate for your brand.

Image via www.socialmediatoday.com

Twitter indicates[5] that content with a relevant photo gets 313 percent higher engagement, good news for small and medium-sized businesses. Make sure your brand personality and brand tone of voice is consistently expressed through your chosen images as well. Are you a fashion shop showing dresses, a utility provider showing friendly staff, an animal shelter featuring pets for adoption? Have fun with who you are to drive engagement.

Get it Right From the Start

It cannot be over-emphasized that getting your brand tone of voice right for your online brand personality is essential. Once you’ve taken control of that voice, it’s all yours for as long as it works effectively. We can help you with everything from developing your brand personality through brand profiling, or auditing your brand to give it a health check to creating your brand name, to re-branding (if and when that becomes necessary) and developing your brand strategy.

New and Improved Offline

7. Protect your brand’s reputation. One of the 10 commandments of effective leadership applies directly to brand reputation management, “Thou Shalt Not Over-Promise and Under-Deliver.”

Meeting and exceeding expectations is classic business strategy and the risks associated with getting it wrong fill volumes of business manuals. It comes straight back to the pillars of reputation management: authenticity and dependability. Your successful business has likely been handling this properly all along, or you wouldn’t be where you are today. However it’s always a good time to dust off and revitalize through refreshing, reminding, re-enthusing and re-training your staff — they are your brand ambassdors and consequently a really important part of your brand strategy.

8. Authenticity is everything…and the moment it’s lost, you’re damaged goods. Your strong and clear voice is required wherever your brand touches, in both your digital presence and offline, too. Always consider as a minimum the four ‘Ps’ of Marketing 101: Product, Promotion, Place, Price — which lead the way on the path to Profit.

9. Listening is good, conversation is even better. Wow, WOMMA! The Word of Mouth Marketing Association is a real thing…it has even has its own annual conference. Of course, before the internet, one-by-one sharing via word of mouth was the prevalent means of unpaid advertising. And it still works, more powerfully than ever. We can help you engage with customers in more dialogues for wider and deeper reach, always maintaining the critical overlay of brand authenticity.

10. Satisfy every customer from entry to exit. Imagine your brand once again as a real personality and recall these two tenets, “First impressions count” and “You only have one chance to make a first impression.” Both statements are true, but there’s more. We believe that the entire customer experience is integral to perceptions about your brand, from the moment your client walks in or first engages with your brand, until they depart, and your follow up in-between and later on. Your core brand values and what your brand stands for must shine through consistently in all your brand communications be they online or offline. Own it and win.

You may also like:

• Brand Voice: Differentiating Through Your Own Brand Language and Attitude

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

• Brand Profiling: Top 6 Components to Creating a Strong Brand Personality

• Creating New Brands: Top 10 Tips for Brand Success

• Brand Differentiation: 30 Ways to Differentiate Your Brand

• Brand Personality: Is Your Brand’s Character Big Enough to Compete?

• Humanizing Your Brand : Why It is Key to Commercial Success

• Packaging Design: How to Make it into an Irresistible Customer Brand Magnet

Feel free to get in touch and let us know how you’d like us to help you with building your brand and establish a strong brand reputation online and offline:

T: +353 1 8322724

E: [email protected]

• Is your current brand personality and tone of voice hitting all the right notes for your brand? Is it truly reflective of your core brand values and what your brand stands for?

• Do you know how to craft an authentic, humanized brand voice through brand profiling to get people raving about your brand to all of their friends?

• Has your brand strategically planned for the changing social media landscape? Are you thinking differently or are you winging it with occasional assistance from an intern?

• Is your brand in the right places at the right times and talking to the right people to realize the most bang for your buck?

• Do you know if you are getting more than your fair market share, and if not, what to do about it?

• How well do you know your customers? Have you developed your buyer personas? Have you organized channels for customer feedback for continual improvement?

[1] AdWeek, Jan. 12, 2015 http://bit.ly/1SRJM4D

[2] John Schepke, Search Engine Watch, June 25, 2015 http://bit.ly/1Stzlt1

[3] eTourism Summit interview with Andrew Wiens, TripAdvisor, Nov. 20, 2014 http://bit.ly/1KIsWU3

[4] David Hall, Social Media Today, April 6, 2015 http://bit.ly/1fTDxk7

[5] Jane Stecyk, TweetTip, Small Business Content Team, January 28, 2015 http://bit.ly/1JEq0ZL

Brand Trends: Top 20 Branding Trends for 2015

November 27, 2014/0 Comments/in Brand Audits, Brand Health Check, Brand Profiling & Positioning, Brand Promise, Brand Story, Brand Strategy, Brand Values, Branding, Branding Trends, Integrated Marketing, Interactive Marketing, Mobile Commerce, Online Marketing, Packaging, Packaging Design, Trends /by Lorraine Carter

As 2014 draws to an end, now is the time to review, revamp, and update your branding strategies for the year to come. Successful branding is the key to driving business growth and profitability – and in 2015, it will be more important than ever to have a strong, thriving brand.

In the coming year, to be successful branding will need to be even more customer-centric. Honesty, transparency, personalisation, and social responsibility will hold center stage, and the technologies that drive an effective brand strategy will be mobile, responsive, and real-time. Here’s a look at the top 20 branding trends your business can expect for 2015.

Top 20 Branding Trends for 2015

1. Authenticity Drives Success

More than ever, your customers want to feel connected to your brand. Being authentic enables this type of connection, so make this a key strategy for 2015. Use valuable content and brand collateral to engage your target market and give your customers the opportunity to participate in your brand story. You can see more about what we mean by this in our recent blog about ‘Millennial Branding’ with particular reference to how Marriott International is making its customers feel authentically connected and participatory in their brand. With authenticity, you can create an audience of powerful brand ambassadors and harness the single most effective marketing force: word of mouth.

2. Mobile Matters More

While mobile markets have been growing continually, expect 2015 to be the year they explode. More of your customers will be using mobile than ever before – and you’ll need a brand strategy that responds to their needs.

Recent research from eMarketer shows that:

50% of shoppers who conducted local searches on smartphones visited the store within one day

18% of local smartphone queries led to a purchase

When it comes to marketing brands online, mobile inclusion is headed into mobile-first. Make sure you’re prepared with responsive design and increased mobile spends for your brand campaigns.

3. Metrics Turn Toward Revenue

Technology continues its rapid advancement, and in 2015 brand analytics will be more focused on revenue. This is made possible through automated marketing tools that measure brand performance in real time, allowing brand strategies to adapt quickly to suit emerging trends and changing customer tastes. Real-time brand analytics will also be critical to gain a competitive advantage for your brand.

4. Segmentation is Key

Many brands have the capability of appealing to different market segments, but not all are taking the opportunity to segment and diversify their brand campaigns. But in 2015, increasingly savvy customers will know exactly what they’re looking for – and your brand needs to deliver. This includes diverse sets of brand messaging, brand channels, and marketing approaches customised to each of your target demographics. A brand needs a well developed brand profile, using a system like our Personality Profile Performer™ which is used to create its story, values, promise, mission, personality, positioning and so forth in order to achieve cohesive brand messaging and effective segmentation successfully.

5. Brand Targets are Ultra-Personalized

Closely related to segmentation, 2015 will be the year of the customer, with individualised brand campaigns to match. Advanced customer data capture and innovative manufacturing techniques have made it possible for brands to deliver unique customisations, shifting the brand target from the masses to the individual. For example, Holiday Inn is moving its branding strategy toward customised holiday experiences that meet the personal needs of the traveller – from families to business travellers, young couples to adventurous singles.

6. Packaging Goes 3D

Brand packaging is a crucial component of your brand’s success, and the arrival of 3D printing technology has made it possible for brands to create innovative, customised packaging designs that draw in customers and stand out on retail shelves. In 2015, consider giving your brand packaging a boost using the latest technologies.

7. Streamlined Naming Conventions

The market is incredibly crowded, and customers’ attention spans are shorter than ever. To boost brand recognition and foster brand consistency, more brands will re-engage fundamentals and use clear, relevant names for products, services, and the overall brand itself. These short and simple names pair well with quick descriptors, creating easy-to-grasp concepts – think Google Wallet, Google Glass, and Google Play or Apple Watch and Apple TV.

8. Brand Stories Take Centre Stage

A compelling brand story will be an even more vital part of heart and mind capture to drive your brand sales strategy in 2015. Powerful and authentic stories that are worked into every element of your branding strategy can lift your brand, and provide the connection your customers are looking for. A great brand story evokes an emotional response, and most importantly, reinforces the brand experience for your customers. Creating irresistible brand stories is a key part of our brand profiling service when working with clients to help them create and build the personality of their brands, using our Brand Story Selling System™.

9. The TMI Line Blurs

For branding in 2015, there will be no such thing as too much information. Today’s customers crave transparency and want to know everything they can about a brand, often before they decide to make a purchase. Much of this transparency will be provided with updated brand packaging that clearly and efficiently conveys a wealth of information, including the brand story. As an example, Stone Creek Coffee’s Lab Series prints detailed coffee bean information on each package, including the elevation the beans were grown, the harvest date, and the name of the farmer who grew them.

Image via www.stonecreekcoffee.com

10. Cross-Channel Integration is Crucial

Brand consistency has always been one of the most important factors in the success of a brand. With more brand channels and customer paths than ever before, integration across channels is a must. Your brand design, messaging, and metrics should be presented uniformly at every touch point – from website and social media platforms to packaging, retail locations, and traditional media channels.

11. Customers will Not be Sold to

The marketing noise level is reaching critical mass. Brands that continue to “pitch” their products or services in 2015 will find themselves ignored. Customers are no longer interested in the salesy, hard-sell approach, and they’re savvy enough to know when your brand message is all buy and no bargain. Look to value-added brand strategies that highlight perception, inclusion, and the customer experience to help your brand sell itself.

12. Brands as a Consolidated Experience

Once again in the vein of brand consistency, the most successful brands of 2015 will present a singular customer experience – no matter where your customers interact with your brand. Your customers’ experience should not vary from PC to mobile to social. Look for ways to streamline your brand collateral and exceed customer expectations, delivering on your brand promise through a seamless presentation on all fronts.

13. The Video Explosion

Online video will continue to expand rapidly in 2015, and video should be an integral part of any branding strategy. Video is a popular, powerful, and engaging medium that helps brands strengthen their messaging and increase profits.

Some of the most recent statistics for online video include:

100 million Internet users watch online video every day

90% of online shoppers find video helpful

64% of online shoppers are more likely to buy after watching a video

80% of Internet users recall a video ad they’ve watched online in the past 30 days – and 46% took some action after watching the video ad, from visiting the company’s website to making a purchase

Video increases marketing email click-through rates by 200 to 300 percent

14. Brand “Smarketing”

The line between sales and marketing is becoming increasingly blurred, and 2015 will see even more integration as online selling converges with internet marketing. Both functions use many of the same techniques for promoting brands, including content creation and real-time engagement, and both have the same goal of revenue generation. Effective brands will combine marketing and sales into a fluid and cohesive set of strategies.

15. Brands Mobilise with Click-and-Collect

UK marketing research firm Mintel predicts that the popularity of click-and-collect (C&C) services will increase in 2015, and about 17% of all Internet retail sales will be collected by customers at these physical service points.

C&C services currently used across the UK include:

Amazon lockers in London Underground railway stations

Doddle pop-up parcel collection stores

Asda and Tesco C&C vans

Waitrose chilled food lockers

Argos food lockers (coming in 2015)

In a survey by Mintel, 35% of UK shoppers have used C&C services in the past year, and 64% say they’ll shop more online because of C&C services.

16. CSR Packs a Bigger Punch

Look to corporate social responsibility (CSR) as an even bigger brand trend for 2015. Today’s customers are concerned with both human rights, consumer rights and giving back to the community, and will reward brands that engage in visible social responsibility – while punishing brands that violate those rights.

Issues that matter in particular to UK consumers, according to Mintel, are returns policies, ethical treatment of workers, environmental policies, and negative press coverage. And for millennials, many make purchasing decisions based on a company’s ethical or political stance, such as brands that support the LGBT community.

17. Green Brands

More environmentally conscious consumers mean that brands must be aware of the environmental impact they have, and take steps to mitigate damage and leave a clean footprint. Packaging plays a large role in the battle for environmental friendliness. Brands that emphasize responsibly sourced, recycled, minimized, or biodegradable packaging can expect to be welcomed in 2015. This is a key consideration in all the brand packaging design projects we’re involved in with our clients.

18. Big Data Delivers Brand Insight

As the use of big data becomes more refined and accessible, brands will use it in 2015 to generate more personalisation and segmented brand approaches. Pretargeting is an emerging market strategy that uses big data to target customers based on their behaviours and preferences by delivering relevant messaging during the buying phase, instead of after it.

This type of advanced analytics can allow brands to predict trends before they’ve actually happened. Unilever partnered with Google in 2013 to do this, using big data to predict and capitalise on a rising trend in hair care. The YouTube channel launched by Unilever in response to this trend forecast, All Things Hair UK, became the number one hair care channel in its markets.

19. Social Brand Success is Pay-to-Play

Customers may be spending more time than ever on social media, but they’re spending it being social. The effectiveness of social branding as an organic strategy has diminished but pay-to-play advertising platforms on major social networks have increased in sophistication and effectiveness. Successful social brands will invest strategically in paid social media for smart, segmented campaigns, which will trickle down to increase owned and earned media effectiveness.

20. Facebook Fades for Millennial Brand Audiences

Speaking of social, in 2015 Facebook may not be the go-to network if your brand is targeting millennials and a younger crowd. While the social network with its own major motion picture is still the dominant channel, it’s far from the only game in town. Young people in particular are drifting away from Facebook – so if your brand targets millennials, it may be in your best interests to grow your presence on up-and-coming social platforms, such as Instagram and Tumblr.

At the close of 2014, take the time to thoroughly review your brand strategy. Consider a comprehensive brand audit to gain an accurate picture of your brand performance, and incorporate the trends that will change branding in 2015 with heightened transparency, authenticity, and customer-focused experiences.

So, what do you think?

• Is your brand strategy on track for success in 2015?

• How consistent is your brand presentation across all platforms?

• What is your planned spending for mobile? Video? Social?

• Are you targeting the right channels to connect with your target audiences?

• Does your brand platform represent timeless appeal? Could it benefit from a refresh for 2015?

Feel free to share your thoughts in the comments. We’d love to hear from you!

World Cup Branding: What Can You Learn from the World Cup Campaigns?

July 28, 2014/0 Comments/in Advertising, Ambush Marketing, Brand Placement, Brand Sponsorship, Brand Strategy, Branding, Global Branding, Integrated Marketing, Online Marketing /by Lorraine Carter

Much like the Olympics, every four years the World Cup captures the attention of the globe—and global marketers. World Cup branding is a powerful way for businesses to elevate their brand profiles and strengthen brand visibility on a global scale.

But the branding techniques used by companies during World Cup fever don’t have to be confined to once every four years. Here are some branding lessons your business can take away from the latest World Cup marketing campaigns.

Take A Risk With Something Different

World Cup advertising sponsorships aren’t easy to come by—they’re highly limited, extremely costly, and competed for fiercely. Only a handful of big brands manage to score these coveted sponsorships. Non-sponsor companies, therefore, usually arrange for star-studded branded advertising that conveys support for the game and suggests affiliation.

Image via www.nike.com

Nike, who wasn’t a sanctioned World Cup sponsor for 2014—though competitor Adidas was—managed to grab an early win by going against the trend. The company created a video, released right before the start of the tournament, that broke all the rules: it’s animated (though some of the characters are futbol celebrities), it never directly mentions the World Cup, and it’s a whopping five and a half minutes long—nearly twice the maximum length of three minutes that’s usually recommended for customer engagement.

The video, which is really a mini-film, uses subtle and strategic product placement throughout. The theme of the video’s story is “risk everything”—and it’s a risk that paid off significantly for Nike, who garnered over 65 million views and experienced more user engagement than its sponsored competitor, with less effort.

What can your business learn from “The Last Game”? When you take risks and deliver something unexpected, your brand benefits.

Be A Good Sport

When it comes to sporting events, especially global tournaments like the World Cup, passions can run high. Everyone will have their favorites, but not all of them can win. Brands in particular need to carefully monitor their support for one team over another, and be cautious when posting their sentiments in public spaces.

KLM Airlines learned the hard way with what happens when you offend your audience with your fan sentiments. The European company tweeted about Mexico’s defeat to the Holland team with a stereotyped picture of a mustached, sombrero-sporting figure next to a departure sign, captioned with the words “Adios Amigos!” The tweet went rapidly viral in a negative way, incurring backlash from the online community that included a profanity-laced attack from Hollywood A-List actor Gael Garcia Bernal tweeting his 2 million plus followers that he’ll never fly KLM again! Though KLM soon deleted the tweet, the damage had been done.

The takeaway here is to choose your brand alignment carefully, and be a good sport when it comes to wins and losses. Your brand sentiment should never offend your customers.

Link Your Offline and Online Campaigns Together

The most successful global brands present a consistent customer experience throughout all aspects and representations of their brands. One of the best ways to maintain consistency is to create links between various campaigns that will drive customer engagement on multiple channels.

During the World Cup, several brands strove for integration across channels, from television to social to mobile. Global auto manufacturer Hyundai created a particularly successful integrated World Cup campaign with television commercials that called on a popular internet meme and created a user-friendly Twitter hashtag to continue the theme online.

The video incorporates the “because something” meme that’s frequently used on social media and pop culture websites. While the subject is the Spanish team and their 2010 World Cup win, the advertisement is universal, with just one line of subtitled dialogue and the rest of the story told in actions and flashbacks. It’s funny and endearing, and the use of the #BecauseFutbol hashtag helped to engage audiences and increase Twitter activity for Hyundai.

The lesson here is that a consistent and integrated brand strategy across multiple channels can help your business succeed any time, not just during global sporting events.

What do you think?

• How can your brand capitalise on global events, even without official sponsorships?

• What are some unique ways you can present your brand, or unexpected twists you could deploy over typical marketing themes?

• How carefully are you monitoring your brand alliances to ensure you’re not offending your audience?

• What are you doing to tie your online and offline campaigns together?

• Do you create a consistent customer experience across all channels, on and offline, with your brand?

Feel free to share your thoughts in the comments below. We’d love to hear from you!

YouTube : The 2nd Biggest Search Source After Google, Is Your Brand On?

August 14, 2013/0 Comments/in Brand Strategy, Brand Voice, Branding, Customer Engagement, Integrated Marketing, Interactive Marketing, Online Marketing, Smart Phones, Social Media, YouTube /by Lorraine Carter

In announcing its daily traffic flow back in 2010 the video channel YouTube revealed they were the second biggest online search source after Google. That put it higher than Firefox, Bing and even Yahoo. The YouTube report said it received 2 billion views a day. That’s a statistic that put YouTube in front of all the major US TV channels combined.

Three years later nothing has changed audience-wise, except the site has increased in popularity. There are now four billion visitors a day and 60 hours of video uploaded on to the site every minute.

Meanwhile Google rates it even higher in terms of search engine optimization (SEO). YouTube videos show up separately so your page gets listed for the text and the video separately, effectively like two for one! Another interesting statistic is that eCommerce stores which show their products via video have much better conversion rates (says Google owned YouTube) then those that don’t.

Brands Can Have Their Own Online Channel on YouTube

Now the online video search source (bought early on by Google) has come up with an even better opportunity for brands, with the resources to invest in video content, with their own branded video channel.

Called One Channel its part of a redesign for YouTube which involves allowing content developers to start charging subscribers for viewers. To date there are 50 paid channels on YouTube including National Geographic Kids (US) and Samsung UK. Switching to One Channel means more tools to add and curate content, better graphics/art work and the ability to produce a trailer which can be targeted at non-subscribers – all of which greatly enhances to your brand’s marketing activities.

All this of course requires some upgraded skills, not to mention resources and agencies are already offering comprehensive packages to big brands.

The Benefits of a Brand Channel

Regularly uploading content and engaging with customers makes it easier for a company to build brand loyalty through cultivating an ongoing relationship – which is exactly what YouTube is hoping for.

Earlier this year YouTube made a huge leap towards its future strategy model. No longer is it simply a site where people upload videos. Instead it’s now a true social media site in terms of providing a platform where brands can engage with consumers in a dynamic and entertaining fashion.

Video Is More Effective Than The Written Word

Even if your brand isn’t at the One Channel stage yet, videos are still more likely to get your message across than a blog post or press release in isolation. That’s because they require less effort and time to watch, tend to be more entertaining and attractive to look at and give a stronger, more personalized sense of what the brand is all about. It’s a platform that really helps ‘bring your brand to life’.

Image via Business Insider

Online US eCommerce store Zappos has a YouTube video option for 50,000 products on its site with ‘real’ people talking about and reviewing their shoes. This ‘humanizes’ the brand and provides a sense of trust for consumers when they see that the person they’re watching is ‘just like them.’

Video Can Help Educate Consumers

‘How To’ videos have always rated highly on YouTube and this is where many smaller brands selling unique products – or those involved with DIY and crafts – can really excel.

US firm Homedepot show how to customize a pathway using the QuikRete WalkMaker they sell. Potential consumers who were perhaps ambivalent about buying the product because they weren’t sure if it was for them can now see how easy is it to use.

Video Can Enhance Customer Engagement

Tip-ex demonstrated brilliantly how a YouTube video can engage consumers. Its bear/hunter video received one million views within the space of just 36 hours and 100,000 shares on Facebook.

After 100 days the video had picked up a total of 35.5 million views in 217 countries. Brand exposure was estimated to be around five minutes per person. European sales went up 30 per cent.

The reason it was such a hit was because it asked viewers to come up with an ending to the script which involved a hunter who didn’t want to shoot a bear. The company went on to film what they regarded as the best endings.

A clever aspect of this campaign was the number of viewers who returned to see the different endings played out. Meanwhile, by giving consumers the opportunity to create their own ending, it made them feel as if they ‘owned’ the video and by association, the brand.

Other Reasons Your Brand Should Be Using YouTube

It doesn’t cost much money to produce video content now, thanks to improvements in editing software and camera equipment. In other words, a video production company with an editing suite isn’t necessary unless you are producing high value video content. Video ‘blogs’ or ‘vlogs’ can be produced and uploaded using your smartphone.

You Tube is available on Smartphones and iPhones – just about anywhere that the internet can be accessed. Videos are easy to embed and share too.

Just like PPC adverts on search engines or advertising on Facebook, YouTube has a means of advertising via keywords. Advertising on YouTube is just as effective as the aforementioned but with one big difference – it’s less expensive.

Engaging with customers via a two-way process is one step away from encouraging them to become brand ambassadors through building brand loyalty. Video is such a mainstream activity today that companies which aren’t on YouTube can seem rather behind the times – particularly with a younger audience.

One Channel for brands makes it easier to bring together all forms of social media, while Google is putting particular emphasis on video when it comes to SEO.

Providing your brand’s story in an entertaining fashion and quick-to-digest format is more likely to attract visitors – and therefore customers – to your products and services.

• How are you using, or planning to use, online video to promote and grow your brand and connect with your customers more effectively?

• What type of video content could your brand upload onto YouTube – educational, informative, comedy?

• Have you investigated how easy it is to film your own videos as part of your brand strategy?

Humanizing Your Brand : Why It is Key to Commercial Success

June 26, 2013/0 Comments/in Brand Experience, Brand Relevance, Brand Strategy, Brand Values, Branding, Business, Customer Engagement, Integrated Marketing, Interactive Marketing, Marketing, Online Marketing, Social Engagement, Social Media /by Lorraine Carter

Brands that want to succeed in this increasingly ‘always on’ social media-driven world are advised to start showing more of their human side and stop hiding behind a faceless corporate entity. By that we mean you need to consider changing your marketing focus from ‘what’ your brand is to ‘who’ it is.

Customers are increasingly sceptical of ‘faceless entities’ and ‘automated response’ companies which means that brands need to work much harder to authentically interact with their target audience, actively participate in conversations, respond to their customers needs and nurture those relationships if they want to be viewed as an honest company which is sensitive to their customers needs and the world at large.

Brands that engage in charity work, social contribution or form their own fund-raising endeavours are nearly always looked on a lot more favourably too. Include a little humour in the mix, even if you’re poking fun at yourselves, and you are starting to create a more humanized brand.

Patagonia Displays Honesty

The global outdoor clothing and gear company Patagonia are honest in their dealings with customers by showing the real effects that the manufacturing of their clothes and products has on the environment and communities. The environment matters to them and their target audiences. It’s at the heart of what their brand stands for.

They’d like to have a lower or neutral carbon footprint, but viable manufacturing costs or processes don’t always enable them to have as low a carbon footprint as they would like. By being honest with their customers via the Footprint Chronicles section of their website the message is: “We’re not great but we’re working on it.” This ensures they remain true to their brand promise and avoids any future negative press ‘revelations’ as the company has already publicly declared their record isn’t what it they’d like it to be – yet!

TOMS’ Kindness Builds Customer Communities

A brand which has received huge publicity and goodwill towards it due to a reputation for being ‘kind’ is the company TOMS. The trendy outfit is seen as mixing commerce with charity due to the fact that for every pair of shoes sold a second pair is given, free of charge by the company, to a child living in poverty. Not only that but the brand has now declared that for every pair of glasses they sell they will help restore eyesight to a needy child.

The fact TOMS has a massive social networking community (nearly 2 million friends on Facebook alone) and that many of these fans have become active brand ambassadors, shows that a company which is perceived as kind through carrying out charitable works (and, crucially, knowing how to promote these works) can be very profitable too.

The more good works TOMS carries out, the more their community loves them and feels inspired to help and promote them even further. An example of how they promote their good works is this very-watchable video which was recently uploaded to the company’s Facebook page.

Make Customers Laugh and They’ll Be Positively Predisposed towards Your Brand

Everyone loves an endearing joker, don’t they? Well, if the joker is funny they do. Brands such as YouTube, Honda and Proctor & Gamble certainly managed to tickle a few when they each released April Fool’s videos this year.

YouTube announcing they were closing for a break (of ten years) and running a final contest at the same time was particularly ingenious and even a bit believable.

Honda’s in car hair cutting machine HondaHAIR was witty and er, believable!

However many thought Proctor & Gamble with their bacon mouthwash (guaranteed to kill 99.9 per cent of all germs) had lost it. The one thing all three brands did have in common however, was that their spoofs were very funny and made thousands of consumers warm to the brands.

Humour works for brands because sharing a laugh is a ‘naturally human way’ for building camaraderie with customers. And it works online too! There’s so many ways to make your customers laugh online – through uploading photographs on Facebook, Twitter and Pinterest, sharing amusing posts, and pointing them towards comedy YouTube videos.

Reveal the Humans Behind Your Brand

Another way to humanize your brand is to show the real ‘humans’ – your staff, whether that’s congratulating them for running a half marathon by uploading their photo onto the company Facebook page or congratulating them for a significant achievement at work.

It could also include sharing a photo of them modelling or demonstrating a new product on Twitter or talking about one of your new services on YouTube, provided of course this is congruent with your brand culture! Identify your staff as ‘real’ people and customers will begin to see your brand in more human terms rather than as just a faceless entity. It also means that if something does go wrong in the future they’re far more likely to be sympathetic and forgiving when they already ‘know’ the staff, the real people behind the brand.

In summary, brands that promote human qualities tend to be far more successful because customers will warm to them, they’re more ‘likeable’. Fundamentally whether your brand is B2B or B2C, people buy from people. It also makes sense that individuals are more likely to purchase from someone who is ‘just like them’, such as sharing the same sense of humour or has similar charitable inclinations than a stranger (a faceless corporation) that they don’t know or really care about.

• What are you doing within your brand strategy to ‘humanize’ your brand and make it more attractive, referable and trustworthy for your target audience?

• Is your brand contributing to society, doing good work that you’re currently not communicating to your customers?

• If your brand were a person how would you describe their qualities? Now consider how you could amplify those qualities in your brand strategy to make it more human and attractive to your target audience.

Socially Empowered Employees: Are They Key to Building Your Brand Online?

May 29, 2013/0 Comments/in Brand Champions, Brand Experience, Brand Reputation, Brand Strategy, Brand Voice, Branding, Business, Customer Engagement, Facebook, Google+, Integrated Marketing, Linkedin, Online Marketing, Pinterest, Social Engagement, Social Media, Twitter, YouTube /by Lorraine Carter

The demand for Community Managers has steadily increased over the last five years and, with the rise in social media as a business driver, it’s not hard to see why. As brands began waking up to the power of collaborating with online social communities, the role of the community manager was seen as the strategic backbone to a social business.

Community Managers not only manage the online voice of the brand through social networks, they are equally responsible for being the voice of the community to the brand. Their role combines building brand awareness, adoption and customer relationships through online conversations, with careful collection and analysis of customer feedback and online habits.

Some companies have been employing community managers for years, others are exploring it for the first time, but a trend is emerging that might make the current role of community managers slightly less significant.

Socially Empowered Employees

Big brands have become more noticeably proactive over the last twelve months in encouraging their employees to be active on their own personal social networks for the benefit of the brand (they are employed by). The theory behind the strategy is that every employee can become an ambassador for the brand. If you are asking why you would allow or encourage your employees to openly represent your brand, read on…

Top 5 Reasons for Leveraging Your Brand Through Your Employees Online

1. More Eyes, Ears & Hands

Online content that gains attention and drives traffic is hard to create. In many cases the best content just has to be done in the right moment. Look at what Oreo achieved by tweeting their Superbowl message at the just right time. Having one community manager limits the time and potential reach of your brand. There is not always time to seek approval or listen to the concerns and feedback if the responsibility is left to just one person and an opportunity can pass by within minutes. Empowered employees can not only represent the brand online, they can connect with customers at the right time and collectively build online communities that drive meaningful brand equity.

2. Humanize Your Online Brand

One of the most integral parts of social business are the employees in the company itself. In an offline world, employees often humanize the brand experience. They make the customers feel like they are doing business with someone they can relate to, and not just a company that wants their money. Having multiple online representatives extends the brand personality online and gives social business an authentic voice.

3. Trust Is The Real Social Currency

Trust is one of the hardest attributes to come by in the business world. Building strong relationships has become almost more important than transactional communication. If trust is the social currency of the social media age then building strong relationships between employees and the marketplace at large can make a real impact on sustainable sales. Employees who are empowered to represent the brand online can be valuable effective participants in building trust and enhancing brand image.

4. Your Online Brand Deserves A Real Voice

Authenticity and transparency are key to building a strong online representation of any brand. Using automated social media engagement tools instead of actually conversing with customers online can kill the value of social business and negatively effect offline sales. The benefits of socially empowered employees to represent the brand and act as brand advocates can’t be underestimated.

5. Your Employees Are A Reflection Of Your Company, Your Brand

If you are afraid of what your employees would say about you online then you need to question if the real problem lies not with the employees but with the company itself. Are there internal issues that would reflect badly on the brand? Have you a poor corporate culture? Are you hiring the wrong people? In that case the problem then is not what the employees might say, but what the company does.

Community Managers will still have a role to play in a future of socially empowered employees. Their guidance is needed to direct, measure and strategize how the general workforce is and should be using social media to reach the customer.

In order to achieve a tangible business objective, socially empowered employees need to be trained and motivated to represent the best interest of your brand online.

When this is achieved, employees who are trusted with the responsibility of your brand’s online reputation can create greater online content that inspires, that informs and that ultimately adds value to the conversation and consequently your brand. Mobilizing rather than muffling your employee’s online activity might be the key to growing your business in the year ahead.

• Have you considered how you could adapt and leverage your employees social reach for your brand online, within your social business or online marketing strategy?

• Do you need to audit your company’s social media policy and train your staff, with clear guidelines, in how best to represent your brand online?

Guerrilla Marketing : Targeting One to Reach Many With Your Brand

April 2, 2013/0 Comments/in Ambush Marketing, Brand Personality, Brand Story, Brand Strategy, Branding, Customer Engagement, Customer Service, Guerrilla Marketing, Integrated Marketing, Interactive Marketing, Marketing, Online Marketing, Social Engagement, Social Media, Target Market /by Lorraine Carter

The concept of brands employing creative, innovative, and sometimes controversial tactics to generate buzz and demand attention is not a new one. However guerrilla marketing goes a step further.

By its very nature guerrilla marketing is about using unexpected tactics to generate maximum impact with as wide an audience as possible. Its success lies in creating a unique, engaging and thought provoking idea that connects with the target market and develops meaningful brand equity. Needless to say your guerrilla branding strategy needs to be totally congruent with your brand personality and what your brand stands for!

With guerrilla marketing it was often a case of the simple being the most effective. Despite a huge marketing spend at their disposal, Red Bull gained substantial exposure by choosing to adopt guerrilla tactic for their F1 London campaign; exploiting the impact of placing the extraordinary within the ordinary.

So too did McDonalds China with their McNuggets campaign.

Historically guerrilla marketing was typically viewed as a publicity stunt, with brands looking for maximum impact for minimal spend. The potential exposure and reach generated from online viral campaigns now however, has resulted in a new breed of guerrilla tactics being used by leading brands.

With greater understanding of digital metrics, brands are starting to accept the real impact that a virally successful guerrilla campaign can play on brand development. Viral success amounts to far more than greater brand awareness. The right campaign can tell a story and introduce the audience to an element of the brand personality sometimes lost in traditional advertising.

KLM are a brand who have a history of creating engaging guerrilla marketing campaigns.

With a strong social media presence in place, the brand has recently engaged in social heavy guerrilla campaigns that utilize social media data to executed targeted guerrilla campaigns to maximum effect.

KLM are the poster brand for social business. Their interaction with fans on twitter is a testament to how to develop brand image and build relationships using social media. Their willingness to engage with their fans has resulted in some incredible activities.

A recent guerrilla campaign by KLM took social involvement with fans to a new level. Over the Christmas period, KLM looked for passengers who checked into their flights on Foursquare and tweeted about waiting to board, did a little social media research to find out more about them, and then surprised them at their gates with personalized gifts. The campaign was filmed by KLM and soon went viral. It helped communicate the brands commitment to customer service, build positive brand associations, and spread brand awareness as well as a little holiday spirit.

In contrast, stress was the desired emotion of Nivea’s latest guerrilla efforts. While not as personally invasive as KLM’s airport gift campaign, Nivea too preyed on individuals to maximize viral attention. Using a variety of mediums the brand sought to play on customer stress and fear to create a context for their latest deodorant product. While KLM’s stunt was about developing brand equity through positive brand connotations, Nivea’s campaign was an obvious product push.

What both campaigns highlight is the impact that personalized guerrilla campaigns can have on the wider audience. While traditional guerrilla tactics get attention, it is not necessarily from the right target audience. By targeting individuals, the brands manage to involve all their target customers through social media sharing the experience of the campaign victims; smiling with KLM, squirming with Nivea! The use of actual customers draws the audience to identify with the people, the situation and evokes a genuine emotional response.

While some campaigns can be complex and costly to execute, the real success of modern guerrilla marketing, is to create great content, in the right context that sparks conversation and genuine emotional engagement.

Here’s the question, what kind of creative guerrilla marketing campaign, targeted at individuals but grabbing mass audience attention, could you leverage to increase genuine brand affinity with your target customers?

Have you even considered guerrilla marketing as part of your brand strategy?

Brand Trends: Top 20 Branding Trends for 2015

Top 20 Branding Trends for 2015

1. Authenticity Drives Success

2. Mobile Matters More

3. Metrics Turn Toward Revenue

4. Segmentation is Key

5. Brand Targets are Ultra-Personalized

6. Packaging Goes 3D

7. Streamlined Naming Conventions

8. Brand Stories Take Centre Stage

9. The TMI Line Blurs

10. Cross-Channel Integration is Crucial

11. Customers will Not be Sold to

12. Brands as a Consolidated Experience

13. The Video Explosion

14. Brand “Smarketing”

15. Brands Mobilise with Click-and-Collect

16. CSR Packs a Bigger Punch

17. Green Brands

18. Big Data Delivers Brand Insight

19. Social Brand Success is Pay-to-Play

20. Facebook Fades for Millennial Brand Audiences

World Cup Branding: What Can You Learn from the World Cup Campaigns?

Take A Risk With Something Different

Be A Good Sport

Link Your Offline and Online Campaigns Together

What do you think?

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Top 20 Branding Trends for 2015

1. Authenticity Drives Success

2. Mobile Matters More

3. Metrics Turn Toward Revenue

4. Segmentation is Key

5. Brand Targets are Ultra-Personalized

6. Packaging Goes 3D

7. Streamlined Naming Conventions

8. Brand Stories Take Centre Stage

9. The TMI Line Blurs

10. Cross-Channel Integration is Crucial

11. Customers will Not be Sold to

12. Brands as a Consolidated Experience

13. The Video Explosion

14. Brand “Smarketing”

15. Brands Mobilise with Click-and-Collect

16. CSR Packs a Bigger Punch

17. Green Brands

18. Big Data Delivers Brand Insight

19. Social Brand Success is Pay-to-Play

20. Facebook Fades for Millennial Brand Audiences

Take A Risk With Something Different

Be A Good Sport

Link Your Offline and Online Campaigns Together

What do you think?

Brands Can Have Their Own Online Channel on YouTube

The Benefits of a Brand Channel

Video Is More Effective Than The Written Word

Video Can Help Educate Consumers

Video Can Enhance Customer Engagement

Other Reasons Your Brand Should Be Using YouTube

Patagonia Displays Honesty

TOMS’ Kindness Builds Customer Communities

Make Customers Laugh and They’ll Be Positively Predisposed towards Your Brand

Reveal the Humans Behind Your Brand

Socially Empowered Employees

1. More Eyes, Ears & Hands

2. Humanize Your Online Brand

3. Trust Is The Real Social Currency