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Luxury Branding: How to Establish or Re-Position Your High-End Brand

November 30, 2015/0 Comments/in Brand Ambassador, Brand Audit, Brand Auditing, Brand Audits, Brand Champions, Brand Collaboration, Brand Experience, Brand Health Check, Brand Identity Design, Brand Personality, Brand Premiumisation, Brand Profiling & Positioning, Brand Promise, Brand Strategy, Branding, Co-Branding, Luxury Branding, Packaging, Packaging Design, Premiumization /by Lorraine Carter

The combined value of the various luxury goods markets in 2014 was an estimated 865 billion euros, with luxury cars, personal luxury goods and luxury hospitality taking the top three places, with values of 351 billion, 223 billion and 150 billion respectively. [1]

In order to understand the branding strategies developed and utilized by the top luxury brands, those who have maintained their reputation for over several decades, as well as those that have successfully re-positioned themselves as high-end brands, we must first look at the very definition of luxury.

There are four main characteristics by which the luxury customer defines a luxury brand:

Quality
Craftsmanship
Exclusivity
Elegance

However, the way in which someone perceives luxury will depend on factors ranging from their socio-economic status to their geographical location. According to latest Albatross Global Solutions and Numberly study, “The Journey of a Luxury Consumer”, people from different parts of the world prioritize the order of importance of these key factors differently when defining luxury goods. For example, an overwhelming majority of luxury consumers worldwide value quality above all else, however, UK luxury consumers place more importance on craftsmanship, while elegance plays a more vital role when it comes the global luxury market.

Since customer preferences and definitions can vary from one jurisdiction to another, luxury brands need to tailor their brand communications strategy for each of the relevant market segments they are targeting, while remaining true to their core brand values, brand DNA and brand story. It can be challenging but with the right brand strategy it can be hugely rewarding, as evidenced by Louis Vuitton and their distinctly different approach to marketing their luxury brand in Japan.

The brand collaborated with Japanese artist Takashi Murakami in the early 2000’s to create a more colourful version of their classic monogram, and even reduced prices slightly during the economic crisis, to retain its position on the Japanese luxury market. However, it performed best when focusing on the quality and craftsmanship aspects of luxury brand on the Japanese market, as opposed to the allure of exclusivity and elegance — that had a greater impact with their customers in Western countries.

Luxury is About Exclusivity

In order to thrive, a luxury brand needs to secure its own unique corner of the market. Premiumisation strategies or high price points are designed to attract a particular kind of customer while alienating others – the high quality, and the unique experience that a luxury brand provides will not be right for everyone, nor should it be. To quote the head of Lexus Europe, Alain Uyttenhoven: “Our cars won’t please everyone.”

The brand strategy developed and deployed in different jurisdictions often varies because the definition of luxury changes amongst consumers as we move around the world and up the socio-economic ladder. Also, some of the top luxury brands strategically choose to stay out of the most obvious limelight. Very subtle marketing and the fact that the general public isn’t necessarily aware of their existence creates a unique aura of mystique and exclusivity. It also alludes to the fact that high-quality craftsmanship and aesthetics are amongst luxury brands’ highest priorities, values which are not compromised by things such as price sensitivities.

The brands at the very top of the luxury spectrum are not necessarily bound by the same constrictions of the more mainstream ‘accessible’ luxury or premium sector. Indeed, more exceptionally wealthy clientele might perceive price tags or ostentatious displays of affluence as lacking in taste in certain markets. In fact, there is a wise old saying in the luxury yacht industry: “If you have to ask about the price, you probably can’t afford it.”

Infographic via Raconteur.net

The French purveyor of personalized luggage, Goyard, is a fine example of a luxury fashion brand that has retained its high-end status for over a century, continually prospering without engaging in many of the strategies that are considered to be the cornerstones of effective mainstream marketing.

The brand favours direct sales and word of mouth marketing over media hype, large-scale advertising and online sales, even though Goyard has thousands of followers on several social media platforms, including the luxury brand’s newly launched YouTube channel.

This extreme level of exclusivity amongst long established luxury brands, e.g. specialising in a single product category to the point of elevating a brand to the level of art or supreme craftsmanship, can be used as one element of a brand strategy to create distinction and separate it from the rest of the market, but it can also be a more challenging route for newer entrants to the luxury market.

The luxury landscape is changing, and a brand can quickly become irrelevant if it lacks online exposure. Millennials are close to outspending Baby Boomers, according to a Berglass + Associates and Women’s Wear Daily study that explored the retail industry, which means that a brand has to account for the values that drive Millennials when developing their brand strategy.

For Millennials the bigger purpose of a brand, its big why, has a significant impact on their purchasing decisions which means that CSR and so forth has a bigger role to play in brand strategy than every before — for this growing audience.

The smartphone is an essential component of the Millennial lifestyle because it allows easy access to multiple online platforms and immediate connectivity – 85% of Millennials in the 18-25 age bracket and 86% of those in the 25-34 age bracket own a smartphone[2], while 88% of Millennials use Facebook as their primary news source.[3] For more traditional brands this means embracing new fully integrated brand strategies that wouldn’t have seemed relevant eight to ten years ago.

Even luxury brands that are primarily focused on in-store purchases, e.g. Goyard, are investing in social media and reaching out to affluent Millennials. The way that younger generations perceive luxury is markedly different from the way Baby Boomers perceive it, and luxury brands have a challenging task ahead of them – educating Millennials on luxury goods and adapting their brand strategy to fit the Millennial lifestyle.

Develop Trademark Brand Symbols and Assets Beyond Just Your Brand Logo

Rolls-Royce Phantom Drophead Coupé has been virtually unchanged for years, and the silhouette itself is just as recognizable as the logo, brand name and the Spirit of Ecstasy mascot attached to the bonnet.

It’s the Rolls-Royce uncompromising commitment to quality craftsmanship and attention to detail that has the brand where it is today. When we work with clients to develop a distinct brand identity that reflects their core brand values, personality, story and communicates their brand message it requires a similar level of focus from everyone working on the project coupled with a deep understanding of the brand’s primary target audience in order to achieve successful results.

Burberry’s trademark black, tan and red check pattern and Channel No. 5 perfume’s simple, yet elegant bottle design are both instantly recognised by the average consumer. These are distinct, different and memorable brand assets that are as important as the brand names themselves.

Founded 150 years ago Burberry is a particularly interesting case study because not long ago it was struggling to maintain a consistent brand identity leading to the brand falling off its luxury positioning, despite its admirable provenance. Inconsistencies in product variants, pricing and communication strategies all combined to undermine the brand. In fact this brand, now worn by Emma Watson and Kate Moss to mention a few high profile names, was once at risk of being considered frumpy before its very successful luxury revitalization strategy was implemented so successfully.

It wasn’t until Angela Ahrendts took over as CEO that a long-overdue brand repositioning and brand relaunch was set in motion resulting in the iconic and much sought-after luxury brand we see today. The company was restructured and the sourcing of materials and production was centralised in the UK. Burberry stores were modernized and equipped with iPads, digital displays and audio equipment that enabled the brand to showcase its quality craftsmanship through video material, and to provide a more engaging customer experience.

However, the true stroke of genius was the decision to focus on a younger demographic, and utilize social media as a powerful promotional tool. To successfully target the affluent Millennial consumer, Burberry had to diversify its product line and make significant stylistic changes, while at the same time retaining the timeless aesthetic that the brand was once known for.

The results of the brand relaunch were astonishing – Burberry doubled their revenue and operating income within five years, and successfully repositioned their brand as a luxury brand. Their famous Burberry check is once again associated with premium quality British craftsmanship.

Provide a Memorable Brand Experience for Your Customers

With a luxury product, the brand packaging, presentation and shopping experience are just as important as the quality and exclusivity of the product itself. Luxury customers are far from average shoppers, they are wealthy and powerful people with refined tastes. A luxury brand has to engage these customers on multiple levels – spark curiosity, engage all the senses, stimulate the mind, and make an emotional connection.

The Gentleman Floris, a new line of luxury men’s grooming products launched by the Floris London, a nearly 300-year-old British family perfumers brand since 1730, uses understated heraldic symbolism on the embossed navy blue packaging to reference its noble origins and royal patronage coupled with its renowned to quality, craftsmanship and rich heritage. The brand story is used eloquently to draw its audience in and sell its brand proposition.

We have created many different packaging design solutions for clients over the years, both luxury and FMCG, and when you consider that on average you have less than 9 seconds to engage your customer through the impact your packaging design has on them, it is critical that your customer gets an immediate sense of your brand story, promise and values if you want to close the sale.

Image via www.florislondon.com

In luxury branding everything from the customer journey to the brand experience and customer service, not to mention the accessories, has to be carefully considered to ensure that it’s elevated to an exceptional level.

The brand experience has to be much more personal, which means that staff, your brand ambassadors, must be chosen to fit with your brand values and culture. They need to be fully inducted and trained in all the details of how your brand is lived and experienced, both internally and externally, and how that unique brand experienced is transferred and cultivated with each the individual customer.

Sometimes this training may also require the front line staff to make important judgement calls in the heat of the moment, in order to accommodate the customer’s specific needs. At the Ritz-Carlton Hotel, each employee is empowered and trained to anticipate and fulfil their guests needs with an exemplary level of service.[4]

Image via www.Ritz-Carlton.com

The Ritz-Carlton is another good example of a luxury brand that successfully maintain its positioning for decades and in fact case studies have been built around its success. The Ritz-Carlton Leadership Centre is now the place where executives from other companies worldwide in many different sectors come to learn The Ritz-Carlton principles of service.

The Ritz-Carlton success is due to a number key factors such as they have:

A formulated a set of standardized hiring criteria
Empowered their front line staff and instituted a standardized brand language
A consistent high-end luxury brand experience regardless of location
Take note of user feedback, perform regular brand audit health checks
Constantly evolved to adapt with the times while staying true to their core brand values

The Ritz-Carlton has created an admirable balance between maintaining a consistent brand image and evolving to meet the needs of a new generation of patrons who prefer more authentic interactions with the staff. It’s their uncompromising commitment to excellence which has made them the only brand to win the much sought after US Presidential Baldrige Performance Excellence Award twice, firmly establishing Ritz-Carlton’s positioning as a luxury brand and setting the highest standards for customer service throughout the luxury hotel market.

Create an Aura of Exclusivity by Limiting Supply

Special limited edition items often become cherished collector’s pieces and dramatically increase in value over the years. In fact, the lack of product availability doesn’t negatively affect a luxury brand they way it might other mainstream brands. Its limited availability to the select few makes it even more appealing to its target customers.

Long waiting lists have never deterred Hermès fans, who often wait several months for the privilege of purchasing the brand’s signature Birkin bag. [5] Some of the most popular luxury car brands are the ones with both the highest prices and longest waiting lists. Only the most persistent and loyal customers gain access to these limited items, which enables you as a brand owner or manager to create an elite subgroup within your customer base.

The Rolls Royce SG50 Ghost Series II is a prime example of a brand offering a limited edition product to a particular segment of their target demographic, another example of the exclusivity strategy at work, and establish an emotional connection with its customers. In this particular example, Rolls Royce honours the fact that 2015 marks 50 years of Singapore’s independence, helping it increase individualised customer brand relevance and secure an increased market share in one of Asia’s most developed economies, second only to Hong Kong in terms of financial freedom.

Image via www.luxuriousmagazine.com

The Apple Hermès brand collaboration helped connect the luxury fashion brand connect to a well-developed demographic of tech-savvy affluent Millennials while at the same time opening the horizons of the wealthy Apple users to the allure of a luxurious brand such as Hermès.

Image via www.apple.com

High-end craftsmanship and a sense of exclusivity have already been associated with both brands, but the halo effect of this collaborative project, the super-luxurious Apple watch, has proved to be quite beneficial in terms of exposing previously unexplored segments of the market to each brand.

Luxury watch aficionados and loyal Hermès customers who are delighted with this new offering will be tempted to explore some of the other Apple devices. On the other hand, the more affluent Apple consumer may easily eschew their previous luxury favourite and make Hermès their alternative preferred choice instead.

Be Proud of Your Heritage, but Offer Customization to Build an Emotional Connection

Giving consumers some decision-making power over the production process, even if their contributions are limited to the choice of colour or engraving, accomplishes several things:

It turns each product into a personalised more unique item that is to be cherished
It creates a more personal connection between the customer and the brand
It enhances the overall customer experience

Goyard doesn’t offer a diverse product range, but what it does offer is the ability choose from a wide range of colours and styles. A luxury customer can leave the Goyard store safe in the knowledge that the product they have purchased is truly unique, and tailored to their personal tastes.

Image via www.Goyard.com

Luxury brands can also use their geographical location to their advantage. A luxury brand is often associated with its country and region of origin – sparkling wines from the Champagne region have become a key component of many major celebrations, BMW and Mercedes are touted as the epitome of German engineering precision and so on. The brand thus takes on the qualities associated with the local culture. We can use Burberry as a good example once again – its British heritage has been a key component in successfully repositioning the brand as a high-end brand.[6]

Create an Epic Brand Story that Mesmerizes Your Customers

A good brand story is instrumental in capturing the imagination of customers, but a luxury brand needs to go beyond mere storytelling and develop a veritable fairy-tale that fully immerses a customer, to the point where he or she wants to become a part of your luxurious world. The brand experience and how that is created lived and experienced is the penultimate test.

The legend of Coco Chanel and the immense respect consumers still have for the Chanel brand matriarch is a prime example of how effective legends can be in promoting a luxury brand. Her humble beginnings, timeless style and daring persona are woven into a narrative that all ambitious, independent, fashionable and adventurous women around the world find inspiring.

On the other hand, we have brands with a proud and storied history, such as White’s Gentlemen’s Club in London, which has no intention of expanding or opening its doors to anyone but the most select clientele.

Image via www.Goyard.com

Much like Goyard, White’s has no need for heavily resourced marketing campaigns, as it relies on its few elite “members” for word of mouth marketing. With patrons like Prince Charles and several British Prime Ministers gracing the bar and gaming rooms with their presence, being a member of White’s Gentlemen’s Club is considered a privilege. Even David Cameron’s vocal critique of men-only clubs and the fact that the British Prime Minister resigned from White’s did little to tarnish the reputation built on several centuries of myth and legend.

Key Takeaways to Consider

In conclusion, here are some key points to keep front of mind when re-evaluating your luxury branding or premiumization brand strategy:

Ultra premium luxury brands often use understated branding strategies coupled with word of mouth, but offer unmatched top end quality and exclusivity
Brands that have successfully repositioned themselves have invested in brand audit health checks and embraced the affluent Millennial demographic and use social media to spread brand awareness
Luxury brands that have successfully maintained their positioning for decades have used their provenance and leveraged near mythical brand stories to maintain brand distinction, but continued researching the market and changing trends regularly, and encouraged customer feedback to maintain relevance
Providing an exceptional customer experience in-store, through empowering frontline staff and developing a consistent brand language, is very important, as a majority of luxury consumers make their purchases in person
Involving customers in the production process enables a luxury brand to personalise its offering with a diversified range of unique variations, even if it doesn’t have an extensive reach across multiple categories
Collaborating with a brand that has a significantly different customer base and brand associations can produce a halo effect that is highly beneficial for both brands

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

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

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

• Rebranding Strategy: Using Premium Repositioning To Increase Profitability

• Colour in Brand Strategy: Colour Psychology and How it Influences Branding

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

• Creating New Brands: Top 10 Tips for Brand Success

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

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

So, what do you think?

• Have you performed a brand audit to identify the holes in your luxury branding strategy?

• Is your brand utilising social media to its fullest potential and reaching out to affluent Millennials?

• Are you using appropriate brand language?

• Have you created a consistent brand image?

• Have you considered how you can make your brand more profitable by changing your brand strategy with a premiumization approach to reposition your brand, create an aura of exclusivity and attract luxury consumers?

• Do you have an exceptionally engaging brand story that elevates the brand to legendary status and could be leveraged to better effect with a rebranding?

[1] Statista.com, Value of various global luxury markets in 2014, by market type (in billion euros)

[2] Nielsen, Mobile Millennials: Over 85% of Generation Y Owns Smartphones, September 2014

[3] Americanpressinstitute.org, How Millennials Use and Control Social Media, March 2015

[4] Forbes.com, Micah Solomon, Your Customer Service Is Your Branding: The Ritz-Carlton Case Study, September 2015

[5] Uché Okonkwo, Luxury Fashion Branding: Trends, Tactics, Techniques

[6] The Australian, “Paul Smith, Burberry and Mulberry Revive ‘Made in Britain’”, September 2014

Seasonal Branding: Tread Carefully with Christmas Themed Brand Strategies

November 24, 2015/0 Comments/in Ambush Marketing, Brand Champions, Brand Collaboration, Brand Collateral, Brand Health Check, Brand Loyalty, Brand Personality, Brand Profiling & Positioning, Brand Relevance, Brand Reputation, Brand Sponsorship, Brand Story, Brand Values, Branding, Business, Cause Marketing, Co-Branding, Customer Engagement, YouTube /by Lorraine Carter

Fourth quarter commercialism looms large. Sparkly red and green Christmas displays are simultaneously mounted as spooky orange and black Halloween decorations come down.

From Ireland to Illinois, consumers react in unpredictable ways to brand seasonal messages that creep in earlier and earlier every year. For retailers, that response can mean boom or bust for critical end-of year-sales figures.

Black Friday Launches the Season

Like a turkey sandwich in-between Halloween and Christmas, America has another huge national holiday. On the fourth Thursday of November, the weekend following Thanksgiving traditionally signaled the official start of Christmas during most of the 20th century. Dreamt up as a marketing concept in 2003, Black Friday is now the most frenzied shopping day of the year. It sees queues forming overnight for big sales, many beginning at dawn and some as early as midnight on Thanksgiving Day.

Black Friday is spreading. In recent years, Canada, Mexico and India have followed suit while giant American retailers like Disney and Apple introduce online sales in Australia, too. French shoppers are familiar with “Vendredi Noir.” In the U.K., Tesco and Argos 2014 Black Friday promotions prompted police action in Manchester, with Argos withdrawing from the event in 2015.

Meantime, as early Christmas shop windows draw back the curtains on November installations, the 114-year-old U.S. retailer Nordstrom takes a different approach, making a statement about celebrating one holiday at a time, as seen in a window display.

Image via www.twitter.com

In America, Hollywood goes nuts at the holidays over box office receipts for new film releases, but the small screen is tame on TV adverts compared to the U.K., where Christmas adverts are a national pastime.

We look at a mixed bag of examples representing both large brands and smaller ones on both sides of the pond to see how campaigns are making the most of the season — while others have misfired and are quickly pronounced a failure. See what you think about these adverts.

Balancing Sales Strategies Intended as Charitable Endeavours

John Lewis is one of those nationwide UK brands that attracts considerable media attention with their annual Christmas message, usually a tear-jerker. This year’s advert tells the story of a little 6-year-old girl called Lily and an old man she spies with her telescope, who lives — all alone and lonely — on the moon. The advert is designed to raise awareness for the charity, Age UK, with its tagline: “Show someone they’re loved this Christmas.”

According to The Guardian, “Last year, the retailer also spent £7m on a campaign featuring a realistic animated penguin and a young boy playing together to the tune of John Lennon’s Real Love, sung by British singer-songwriter Tom Odell. It had drummed up 22m views on YouTube by the first week of January…” This year’s numbers are soaring ahead of last year’s.

Rachel Swift, head of brand marketing at John Lewis, is quoted in The Telegraph saying there is a consistent style for the store’s seasonal adverts. “It is has become part of our handwriting as a brand. It’s about storytelling through music and emotion. The sentiment behind that hasn’t changed – and that is quite intentional. The strategy behind our campaigns is always about thoughtful gifting.”

The £1 million production for a six-week-long £7 million campaign, which includes more cost for shop floors kitted out to resemble a moonscape, has seen members of the public ask[1]: Why couldn’t John Lewis make a multi-million contribution to Age UK? In fact, the profits from three small ticket items sold at the department store – a mug, a gift tag and a card – will go to the charity supplemented by donations from the public, inspired by the advert’s message.

Image via www.twitter.com

Brands Play to Emotions to Drive Brand Loyalty

Tugging at the heartstrings via hugs, cute penguins, a melting Mr. Snowman, and even World War I soldiers celebrating a Christmas truce in the trenches are among the emotional connections brands are working and spending hard to make happen.

Why? In a word, loyalty. As pointed out by a retail analyst[2], for modern consumers to change brands no longer involves driving to another village or shopping centre; swapping brands is as easy as the click of a mouse. All of which means your brand strategy needs to be a lot more sophisticated if you want to first attract and then hold onto your customers. Remember people buy with emotion first and justify with rational afterwards — regardless of gender or cultural background. Your brand must be rich with authentic personality, have a really big why — reasons beyond the money to buy, create emotionally compelling reasons to engage, and ensure it includes an advocacy strategy within your action plan if you want to increase your profitability and ensure long-term success.

A MindMover opinion poll[3] indicates the following brands are most closely associated with Christmas adverts in the U.K.: Coca-Cola, Marks & Spencer, Tesco, Sainsbury’s, Argos, Cadbury, Asda, Toys R Us and Amazon. Not queried is the million pound question — that is, whether top-of-mind-awareness produces the all-important return on investment.

A Big Brand Blunder at Bloomingdale’s

Bloomingdale’s, U.S. luxury fashion chain stores owned by Macy’s, made such a spectacularly poor judgement in their 2015 Christmas advert that a week after the department store had apologized via Twitter, major editorials continued to call for a deeper response.

Image via www.twitter.com

“Appearing to promote date rape,” says the Wall Street Journal[4], the “creepy” and “offensive” advert reads, “Spike your best friend’s eggnog when they’re not looking.” Clearly, it went viral in the wrong way for the large retailer.

Image via www.twitter.com

A Storm in a Teacup at Starbucks

At Starbucks, they knew what they were doing when the white snowflakes decorating the seasonal red cup design were removed. A seemingly simple change sent consumers in large numbers straight to social media, to sign a petition, and to boycott the brand, claiming that Starbucks was making an anti-Christ religious statement. “It’s just a red cup”, tweeted the voice of reason while Instagram lit up with Starbucks images and the nation’s top talk show hosts chimed in.

Image via www.vox.com

Three lessons learned, says Entrepreneur[5], and small brands should pay especially close attention to number three on this list:

1) All PR is good PR. Starbucks marketing knew the response wouldn’t be universally positive, but they also knew this was not a crisis

2) The power of social media sharing is awesome — and free

3) Brands who react fast can newsjack a trend. “Other coffee brands got a boost from the issue, such as Dunkin’ Donuts, with its holiday cup release.

Image via www.twitter.com

The subject has also created opportunities for smaller companies, YouTubers and creative types alike to ride the wave and get attention.”

Image via www.twitter.com

That’s the same brand strategy employed by the many John Lewis parody adverts that follow immediately on the heels of the store’s annual commercial.

Smaller Brands & Seasonal Brand Strategies

Small brands can make a large impact in the community by scaling ideas such as co-branding in a lower key way, supporting a charity or club, adding removable seasonal details to products and packaging design, donating Christmas trees to community centers, hospitals and nonprofit organizations.

In London, independent, privately-owned residential estate agency Bective Leslie Marsh has supported West London Action for Children for over a decade. Estate agents and local residents partner to raise funds for the 98-year-old charity through year-round bridge and tennis tournaments, trivia quiz nights, barn dances, garden fetes and more.

To offset Black Friday’s emphasis on big box stores and chain stores, Small Business Saturday was launched in the USA in 2010. It focuses on the bricks and mortar local shops that are the fabric of the Ma & Pa character neighbourhoods with American Express is the main sponsor. Partnerships and promotion via Google street view, Twitter, Instagram and Facebook come up with initiatives to launch holiday shopping on the last Saturday of November too.

Other successful ideas have included branded shirts and kits for a local sports club, providing staff to serve Christmas dinners at senior centres, running a toy drive or food hampers collection, singing Christmas carols to collect for the Salvation Army, St. Vincent de Paul and similar. It’s important to make a small investment in well design brand collateral such as banners, posters, placards, T-shirts, caps and other branded items to decorate and to wear in order to properly associate the occasion with your own brand.

So, what do you think?

• Are you often caught short of time, or do you have a holiday marketing plan drawn up by Quarter 2? Do you need to include this as part of your brand audit health check or brand revitalization strategy?

• Does your brand have a charitable and/or community giving programme?

• Does your brand strategy include corporate social responsibility?

• Do you know what initiatives, outreach or volunteer activities your employees — your brand champions — would feel most supportive of on behalf of your brand?

• Do you feel confident about maximizing the potential impact on sales via volunteerism on behalf of your brand?

• Christmas Branding: Top 10 Tips to Infuse Your Brand with Seasonal Spirit

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

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

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

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

• Brand Differentiation: 30 Ways to Differentiate Your Brand

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

• Creating New Brands: Top 10 Tips for Brand Success

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

[1] As seen on Twitter #johnlewischristmasadvert

[2] Bryan Roberts, Kantar Retail analyst, The Telegraph, 16/11/2015

[3] “Glad Tidings for John Lewis…”, The Guardian, 6/11/15

[4] “Bloomingdale’s Holiday Ad Draws Backlash…”, Wall St Journal, 12/11/2015

[5] “3 Lessons from Starbucks’ Red Cup ‘Controversy’”, Entrepreneur, 16/11/2015

Baby Boomer Branding: How and Why to Market to this Lucrative Demographic

August 24, 2015/0 Comments/in Boomer Branding, Brand Design, Brand Health Check, Brand Relevance, Brand Strategy, Branding, Business, Market Demographics, Market Insights, Market Research, Marketing, Return On Investment, Revamped Design, Revitalized Design /by Lorraine Carter

Although there’s a lot of talk about millennials and their desire to engage in consumerism, it’s important not to overlook the baby boomer generation, born from the end of World War 2 up to the early 1960s (roughly between 1946-1964). After all, Baby Boomers hold 70 percent of all disposable income in the United States.

Also, government data indicates that the baby boomers outspend other generational groups’ spending on consumer products and services by an average of $400 million.

Branding Strategies for Baby Boomers: A Unique Process

If those statistics have stimulated your curiosity and made it clear that to overlook the baby boomer demographic is potentially a very costly mistake, keep in mind that you can’t just retool most of your brand concepts currently used to reach out to older target markets.

For starters, baby boomers are usually very loyal to brands—and as shown by the opening statistics, they have disposable income. Also, don’t assume that this demographic will settle for less as they get older, or even that they’ll settle down.

When looking at the specifics associated with marketing to baby boomers, experts have found that this group prefers living in comfortable homes surrounded by the latest amenities. Also, they generally want to maintain very active lifestyles. Those findings align with what we’ve discovered when developing brands to meet the needs of affinity groups within this demographic.

Misconceptions about Baby Boomers are Common

Even marketers who are guided by solid research and good intentions sometimes miss the mark as they attempt to resonate with the baby boomer generation. Often, that’s due in large part to some pervasive misconceptions.

Earlier, we mentioned how baby boomers tend to be faithful to the brands they love. That’s true, but it doesn’t necessarily mean that baby boomers are set in their ways. According to Nielsen research from 2012, only five percent of advertising budgets were geared toward baby boomers, but some experts believe baby boomers are not as brand loyal as millennials.

There’s another prevailing assumption about baby boomers, which some of our clients have expressed: the belief that baby boomers are not tech-savvy.

Although baby boomers were not early adopters of technology, they tend to use tech devices more frequently than you might expect. However, they do so differently than their younger counterparts.

Whereas a younger person might primarily use social media to connect with friends, baby boomers may feel more compelled to do so because that’s the way their kids and grandkids share updates and photos. The shift over to technology, in many cases, probably wasn’t primarily out of desire, but because boomers realized social media was the quickest way to keep in touch with younger generations.

Additionally, apps that are related to health services frequently get built for cross-generational appeal. Some boomers have shown interest in using an app that might help them check in faster for a hospital appointment or enjoy easier access to medical records, for example.

Finally, some marketers seem to forget that the baby boomer generation encompasses anyone between the ages of 51 and 69. It’s not sufficient to believe that certain branding strategies will universally connect with everyone. A younger baby boomer might prefer very active vacations, while one who’s nearing 70 or older may want to go on a cruise instead.

Of course, that’s a very broad example. The point is, marketers should try to focus their brand strategy on reaching baby boomers of certain ages, through developing affinity groups as a tool for profiling them or at least recognizing that older baby boomers have different needs and desires than younger ones.

Examples of When Multi-Generational Branding Strategies Can Work

Even though you’ve now learned how there’s a fine art to baby boomer branding, don’t get discouraged and think it’s necessary to do away with every tactic you use to appeal to younger generations. In fact, research has shown there are some valuable commonalities. In fact, some of our clients achieved the best results with cross-generational approaches.

Specifically, both boomers and millennials love bargains, and a high percentage of them (more than 80 percent for either group) are very comfortable shopping online. Also, 75 percent of boomers and millennials are more likely to purchase something if it’s associated with a perk, such as a loyal discount or a coupon.

Now, let’s take a look at some actionable strategies, and case studies of companies that have used them well.

Case Study: J. Jill and the Uncomplicate Clothing Line

As discussed above, baby boomers don’t want to settle for less when they get older. The clothing brand J. Jill took that into consideration with its Uncomplicate collection, which is marketed toward baby boomers.

Image via www.jjill.com

The goal is to show that like younger generations of females, older women also deserve wardrobe upgrades. With this clothing line, they can look forward to clothes that are equal parts fashionable and comfortable.

Focus groups held before the new line kicked off found that women prefer attire they can easily dress up or down. When analyzing details of the Uncomplicate line, marketers realized that baby boomers wanted to look their best, without wasting time that could be used for more important pursuits. J. Jill also embraces a mix-and-match style with its Wearever line. These proactive steps reflect the brand’s realization that baby boomers have just as many reasons to enjoy new clothes as younger generations.

No matter how you market to boomers, we’ve found that customers respond best when you make it easy for them to meet their identified needs.

Case Study: Harley Davidson’s Tricycles

Baby boomers don’t like to be given the hard sell. They want to see the benefits of a product, but not in an intrusive way. Sometimes, brands have enough of a built-in following that people of all ages understand there are inherent advantages to choosing them, so there’s no need for a massive marketing campaign.

Image via www.harley-davidson.com

Harley-Davidson has released a three-wheel motorcycle called the Freewheeler that’s made for great stability, but still reaches impressive speeds. The Freewheeler is an improvement on a previous model of a three-wheel model, which was called the Tri Glide. In comparison, the Freewheeler is less bulky and features a lighter weight than its predecessor. Reviews of the Freewheeler trike are generally favorable, and the brand’s press release boasts, “Riding on three wheels has never been cooler.”

Going back to what you’ve read about baby boomers wanting to stay active, this trike is a perfect example of that principle. Sometimes it’s not necessary to reinvent a product so it caters to baby boomers, but to just tweak the details while preserving the familiar aspects that attracted consumers in the first place.

Case Study: Spirit 50

Across the world, there have been concerns that as baby boomers get older and require more medical attention, there will be an increased demand on the healthcare system. One forward-thinking Canadian entrepreneur named Erin Billowits is trying to keep baby boomers healthier as they age by marketing a fitness program that lets her demographic work out at home. The program, Spirit 50, combines instructional videos with step-by-step instructions. Users can even purchase consultations that take place over Skype.

Image via www.spirit50.com

In her research, Billowits found that a majority of baby boomers want to improve their health, and many are willing to make small, proactive changes without being prodded.

When designing her fitness program, Billowits looked at possible technological barriers. As you can see from the format of this YouTube clip, the exercises are explained in a straightforward way that’s not patronizing. Also, because the videos aren’t lengthy, most browsers should start playing them right away.

If you plan to market something to baby boomers that’s technological in nature, it’s important to do the legwork beforehand and make sure your concept doesn’t come across as overwhelming. Billowits identified that a need was there, but she recognized that some of her clientele may not be willing to embrace her exercise concept if it took them too far out of their comfort zones.

Furthermore, to sign up for a fitness plan, users only have to submit usernames, passwords, and e-mails. That’s simple enough even for baby boomers who aren’t accustomed to filling out a lot of online forms.

Case Study: Japanese Convenience Stores

In Japan, convenience stores are doing whatever they can to appeal to an older demographic. Executives have realized that a growing number of people from the baby boomer generation are stopping into Japanese convenience stores to get what they need without delay. A few major brands are branching out by offering a home delivery service of nutritious and easy-to-make meals, including bento boxes. This strategy appeals to boomers who aren’t willing to sustain themselves on sodium-riddled frozen dinners of low nutritional value.

Some stores stock attire that’s marketed toward an older demographic, but others focus on more practical things, such as healthcare items that baby boomers might need. Others have thrown their hats into the ring and aimed to meet needs that are a little more obscure, but still have merit. Two examples are health advice counters, and karaoke equipment that turns convenience stores into social gathering places for baby boomers who want to have fun among their peers.

These kinds of purpose-based approaches make sense. If baby boomers feel alienated due to a perception that most of what’s available to consumers isn’t relevant to their lives, they’re less likely engage with a particular brand or shop at a particular establishment, no matter how convenient it claims to be.

Case Study: Ford Motors

As Ford Motors has discovered, successfully marketing to baby boomers starts during the engineering process. The company makes some of its auto engineers wear “aging suits” that mimic what it’s like to be an older driver. Dubbed the Third Age Suit, the device is designed to make a person physically feel approximately 30 years older. Using a corset and orthotic devices, the suit causes stiffness in the hip region, knees, shoulders, and feet. Earplugs simulate being hard of hearing, and special goggles mimic vision-related disorders that are common in older adults.

Although this case study doesn’t represent an example of direct marketing to baby boomers, it demonstrates an effort made by engineers in the early phases to understand how aging affects driver capabilities and comfort. This could eventually influence baby boomers to choose certain makes and models of vehicles over others.

A Worthy Venture

Clearly, the baby boomer generation is not to be overlooked when it comes to ensuring that your brand gets noticed by those with a great deal of purchasing power.

Although it’s necessary to tailor your branding strategies using some of the methodologies discussed above, the ultimate payoff could be a major factor in helping your business stay competitive and indeed become more profitable in a crowded marketplace.

You make also like:

• Millennial Branding: Creating Brands to Appeal to Teens and Young Adults

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

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

• Brand Audit: Tips for Determining Your Brand’s Health – Can It Be Improved?

• Brand Strategy: 6 Lessons Learned from Tourism Queensland, One of the Most Successful Branding Campaigns Ever

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

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

• Creating New Brands: Top 10 Tips for Brand Success

So what do you think?

• Have you used brand profiling and positioning is when marketing to baby boomers?

• Do you think a brand name that alludes to the baby boomer market, such as ‘Spirit 50’ is an important part of the brand strategy for connecting with a target audience?

• Rebranding strategy was crucial for J.Jill when realizing, during a brand audit and through market research studies, that the fashion needs of baby boomers weren’t being met. Have you had a similar moment that has made you discover that baby boomers may be an untapped market?

• In Japan, several convenience stores have incorporated the needs of an older generation into the brand identity design. Do you think that will eventually mean that the majority of convenience store shoppers will be much older than in preceding generations?

• Brand positioning was a crucial aspect for marketing the Harley-Davidson trikes to a market that was already likely cued into what makes the brand worth following. Do you think that the brand strategy was comprehensive enough, or should it have been more extensive?

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

Rebranding Strategy: The ABCs of Rebranding Google

August 18, 2015/0 Comments/in Brand Audit, Brand Auditing, Brand Audits, Brand Expansion, Brand Health Check, Brand Leadership, Brand Name Creation, Brand Name Origination, Brand Personality, Brand Profiling & Positioning, Brand Relaunch, Brand Relevance, Brand Reputation, Brand Revitalisation, Brand Strategy, Branding, Business, Rebrand, Rebranding, Sub-Branding, Sub-Brands /by Lorraine Carter

Google made us uncomfortable!

When the third most valuable brand in the world [Forbes, 2015] announces a surprise rebranding, people notice.

On a recent midsummer Silicon Valley afternoon, the Co-founder and CEO of Google morphed into the CEO of Alphabet before our eyes. What’s Alphabet, we wondered?

Larry Page opened his official blog post saying, “We’ve long believed that over time companies tend to get comfortable doing the same thing, just making incremental changes. But in the technology industry, where revolutionary ideas drive the next big growth areas, you need to be a bit uncomfortable to stay relevant.”

Image via https://abc.xyz

“Uncomfortably excited” is a state of mind that Googlers are well familiar with; they say it comes up frequently during internal meetings. When Larry Page addressed the graduating class of the University of Michigan in 2009, he counseled, “Always work hard on something uncomfortably exciting.”[1]

“We Do Search”

With the perspective of a few days and hundreds of pieces of content produced by Google observers, the picture came into focus. People realized that Google wasn’t disappearing (audible sigh of relief), but rather that Alphabet was born to give Google the space to be Google. The bottom line is that from a consumer perspective, it’s business as usual!

Google is a search engine and an advertising platform. And clearly, it’s a cash cow — which has everything to do with funding the next big breakthrough and nothing to do with Google’s (um, Alphabet’s) next passion project, whatever it may be.

As an obscure campus startup, Google’s mission was “to organize the world’s information and make it universally accessible and useful.” Two years on, Google AdWords launched with 350 customers.[2] Overwhelming success has been declared in the blink of an eye, in about one and a half decades.

The authors of “The Google Story” discussed the profound impact of the founders’ vision to make all web-based information searchable via PageRank algorithms, comparing it to the first mechanical printing press in 1440. They wrote, “Not since Gutenberg…has any new invention empowered individuals, and transformed access to information, as profoundly as Google.”[3]

“We do search,” was the core of Google’s philosophy as expressed in its original “Ten Things We Know to Be True”[4] document. However last winter, Larry Page said, “Google has ‘outgrown’ its 14-year-old mission statement.”[5]

So, on second thoughts, no one should have been surprised by Google’s big announcement. In October 2014, Page laid it out in an interview with the FT,[6] expressing his desire to step away from daily chores at the colossal search engine. “The world’s most powerful internet company is ready to trade the cash from its search engine monopoly for a slice of the next century’s technological bonanza,” is how the FT put it.

Spelling it Out

Alphabet is about brand innovation. When Larry Page titled his announcement “G is for Google,” the implication is that it leaves another 25 letters for Alphabet to dream big.

Several of the spaces on the virtual Scrabble board have already been filled in: Life Sciences, working on the glucose-sensing contact lens; Calico, focused on longevity; Nest for smart-home products; Fiber for super-connectivity and whatever words are played next, sometimes via acquisition.

Google X is the think tank for moonshots, artificial intelligence, robotics, longevity, health advancements, biotech, self-driving cars and smart glasses. Google Ventures re-invests.

It’s all about staying “uncomfortably excited” and attracting the best minds for collective ideation.

Brand Architecture : A House of Brands

Alphabet is now an umbrella for one of the largest brands we’ve known. From a brand architecture perspective, Google bucks the trend of the last decade which has seen large brands consolidate toward a single ‘brand house’ approach e.g. Unilever (2004), P&G (2011), Coca-Cola (2015). Google is doing the opposite by creating a ‘house of brands.’

The scale of Google’s size and scope demands a more efficient approach for managing multiple brands with different cultures, complex mergers and acquisitions, innovation, brand sub-cultures whilst satisfying Wall Street demands for accountability.

As an article published in the Harvard Business Review points out:

“…the financial returns of the search engine and advertising business could not be observed separately from the investments in all of the new businesses. The new structure ensures that there will be, at a minimum, independent accounting numbers produced for the Google business, and perhaps for the others as well.”

The Alphabet umbrella brand also reduces risk in terms of brand reputation management, with risk being ring-fenced around each individual brand and its own CEO within the ‘house of brands’. Alphabet will be much less vulnerable to major scandal or irregularity and it will also not be a consumer brand.

The point of a ‘house of brands’ structure is that the corporate brand becomes essentially invisible to the outside world, only relevant to senior employees and investors. How clever is Google?

What are the Branding Takeaways?

For smaller businesses, it’s more advantageous to manage a single brand or ‘brand house’ with one budget, one culture, one organisational structure, one employer, one leadership team and so on.

At first blush, the immediate branding Alphabet/Google learnings or takeaways from their initial announcement, for any size company or organisation, are as follows:

1) Continually evaluate your core business, product or service and re-evaluate ancillary revenue streams, products and services to remain properly focused. [Note: Apple’s Steve Jobs used to tell Larry Page that he was trying to do too much. Page told Jobs that Apple wasn’t doing enough.]

2) Secondly, re-visit your mission statement. It doesn’t belong in a box file in a drawer, but in a frame on the wall at reception and in the lunch room. Dust it off and discuss it, make it the heart of your business, a living breathing, authencitic expression of who you are and what you do and the true reason why you do what you do.

Image via http://www.gapingvoidart.com, Hugh MacLeod

3) Not every hiccup or even a crisis requires a rebrand, sometimes a brand health check is one of the most useful tools to protect your most valuable asset. Talk to us.

4) Does your existing brand name properly represent your business today and into the future or has it become something of a misnomer as your business has grown and evolved? Do you need some help re-evaluating your brand name relevance?

Larry Page explained the decision behind their new name.

“We liked the name Alphabet because it means a collection of letters that represent language, one of humanity’s most important innovations, and is the core of how we index with Google search! We also like that it means alpha-bet (Alpha is investment return above benchmark), which we strive for!”

Rebrands happen. For a number of reasons, they can be an exceptionally good move at the right time for the right reasons. We’re here to help.

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

• Rebranding: How to Make it Through a Rebrand and Emerge Stronger

• Brand Renaming: Name and Tagline Change Considerations

• Brand Audit: When the USA Took the Branding Bull by the Horns

• Creating New Brands: Top 10 Tips for Brand Success

• Brand Naming: Top Ten Methods for Brand Name Creation

• Rebranding Strategy: Why Your Rebrand Must Embrace Storytelling

• Brand Differentiation: 30 Ways to Differentiate Your Brand

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

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

Are you getting uncomfortably excited about your own business? Or just excited? Let us know what you think about these questions that pop into your mind as we ponder the changing Google landscape.

Something’s gone wrong. How do I determine if my entire brand is in trouble or if there are other solutions?

What are the signs that a true rebranding strategy is in order and where do I begin?

How can I know whether a rebrand will help or hurt my business and its reputation?

What’s actually involved in a rebranding beyond a new name?

How can I budget properly for all that a rebranding entails?

Are there potentially moments in the life of a business when a brand health check or rebrand is the right strategy, even when the company is performing well, like Google?

[1] Larry Page’s University of Michigan commencement address

[2] http://www.google.com/about/company/history

[3] Vise, David, and Malseed, Mark. The Google Story, Delta Publ. (2006)

[4] http://www.google.com/about/company/philosophy

[5] Samuel Gibbs (November 3, 2014) The Guardian.

[6] Richard Waters (October 2014) Financial Times.

Brand Revitalisation: 9 Strategies to Revive Your Lagging Brand

January 30, 2015/3 Comments/in Brand Audit, Brand Auditing, Brand Audits, Brand Health Check, Brand Relaunch, Brand Revitalisation, Brand Strategy, Rebrand, Rebranding /by Lorraine Carter

Are your sales are slipping or have you been losing customers to your competition? Or is it a case that your brand simply isn’t performing as well as it did previously?

Regardless of how successful your brand has been or is at present, at some point in its life cycle every brand needs re-evaluation and revitalisation to stay relevant and keep up with changing trends and market demands to ensure its continued healthy growth and profitability.

Rebranding strategy or brand revitalisation can take many forms. A business may choose to make small but significant changes that affect the subtle ways customers perceive their brand, or it may embark on a massive rebranding campaign that transforms every aspect of the brand, giving it a whole new tone and stronger market position.

As with any effective branding strategy, your decision to revitalise your brand should be based on a thorough brand health check or evaluation which includes reviewing what’s going wrong or what should be improved and so forth, to ensure you implement a rebranding strategy that will deliver the required results.

A brand audit, brand health check or brand review typically underpins the first stage of any rebranding strategy and it’s the first stage we engage in when working with any of our clients using our Audit Analysis Accelerator™ system. The insights and outputs from the brand health check are then what help us decide which combination of rebranding strategies are then best suited to our clients needs. The following nine brand revitalisation strategies are examples of some of methodologies we often consider and deploy amongst a full array of different approaches when developing solutions to help re-energise or revitalise our clients brands.

9 Strategies to Revive Your Lagging Brand

Here are nine strategies you can use to revive a lagging brand, to recover and even expand your brand influence, your market share, and your profitability.

1. Become Customer-Centric

Your customers are vital to the success of your brand. If you’re experiencing problems with a flagging brand, one highly effective way to turn things around can be to really focus on them—essentially, to find out what your customers want, and give it to them. Of course, this is not a simple process. But with market research, insights, and thorough planning, you can identify the needs or desires of your target audience, and restructure your brand to deliver.

Image via www.delta.com

As an example, Delta Airlines recently instituted a more customer-centric approach that saved the organisation from near-certain failure. Facing near bankruptcy, the airline turned things around in 2013 by identifying and focusing on the things that mattered to their customers.

Some of the customer-focused changes Delta implemented for their brand revitalisation included:

Bringing back Red Coats—highly visible, “elite” customer service agents who are empowered to solve passenger issues on the spot, rather than going through management

Adding WiFi to their flights sooner than their competitors

Implementing a “flat tire” policy that lets passengers waive change fees and get seats on the next available flight if they’re delayed by unforeseen circumstances

Improving performance and efficiency to achieve 95% on-time performance with no flight cancellations

The move towards increased customer service saved the company, and restored Delta to one of the top airline brands.

2. Rename Your Brand

For a faltering brand, a name change can have a powerful effect. Renaming your brand can enable you to start with a clean slate, and go a long way towards reversing any negative perceptions that might have been associated with the previous name.

The New Zealand deer industry overcame preconceived notions about their venison products, particularly in the American market, by renaming their offerings “Cervena” as a way to differentiate from other venison brands.

Image via www.cervena.com

Brand name changes can also be effective when the new name is more reflective of your brand platform and values. Recently, New Zealand dairy product company Fonterra launched a rebranding campaign by changing the names of their RD1 stores to the more descriptive and engaging “Farm Source”.

Image via www.fonterra.com

In addition to the name change, Fonterra deployed a farmer-centric marketing strategy that highlights the provenance and roots of their products which creates stronger connections, transparency and authenticity for customers.

3. Streamline and Simplify

As brands grow, they may often experience slowdowns or lagging sales due to the expansion itself. Brand growth can result in sprawling product lines, confusing offerings, and diluted brand cohesion across the organisation. If your brand is suffering from dilution through growth and expansion efforts, a streamlined strategy can help you recover from falling sales and diminished brand recognition.

Technology company IBM successfully used this type of strategy to recover from substantial losses and setbacks due to increasing competition. In 1993, the company experienced a quarterly loss of $8 billion—which represented the largest corporate loss in history at the time. IBM’s successful revitalisation strategy was a return to the basics. The company discontinued business areas that didn’t align with its core competencies and focused on just three areas: hardware, business software, and IT services. Today, IBM remains one of the most successful global technology companies.

4. Reach Out to Your Community

Similar to appealing to customers, becoming a community-oriented brand can help you revitalise your image and revive lagging sales. Focusing your brand strategies on community connection and outreach can help you build a strong and engaging brand image—and in many cases can help you capture word-of-mouth, the most powerful marketing method for any brand.

One successful example of a community-oriented brand is Chipotle Mexican Grill, a restaurant chain based in Denver, Colorado. Chipotle’s actually based their brand strategy on giving back to the community from the beginning. The company spends very little on traditional advertising channels such as TV adverts—in fact, its yearly advertising budget is less than what competitor McDonald’s spends in 48 hours. Instead, the first Chipotle’s restaurant drew in customers by giving away lots of free food, and letting the product speak for itself.

The company has continued this community focus in high-profile ways. During the 1997 trial for a devastating bombing in Oklahoma, the company regularly delivered free food to the courthouse. Chipotle’s also currently sponsors a multitude of local programs and pioneered a campaign called “No Junk” that helps millions of school children eat healthier.

5. Amplify Your Brand Story

In order to have a successful brand, it’s vital to create a meaningful connection with customers. One powerful way to do this is through a compelling brand story, which is a key part of our Personality Profile Performer™ system, and used to created and develop your whole brand profile. You can revitalise a falling brand by refocusing on your unique brand story, and conveying your brand’s origins, values, promise and driving characteristics.

Brand storytelling can be highly effective for all categories and types of business, including premium brands. Recently, Chanel launched a video series that has sparked attention and driven customer engagement on social media to new heights for the brand—based on the powerful story of Chanel’s origins. Part five of the series, which tells the story of founder Coco Chanel, has been especially connective for audiences.

6. Wrap-Up in Something New

Your packaging design is absolutely crucial to effective branding. Research has found that 70 percent of customer purchasing decisions are made at the shelf, and 90 percent of those on-the-spot decisions are made simply by looking at the face of the product in less than 9 seconds. If your brand is struggling, launching a package redesign can help you refresh and restore success.

Image via www.leesfoods.co.uk

A recent package redesign for a UK confectionary company led to incredible results. After creating a clean, simple uncluttered look for their iconic brand, their first image refresh in five years, Lees of Scotland realized a sales increase of 20 percent for its Snowballs and Teacakes treats.

7. Go the Extra Mile

For suffering brands, another powerful revitalisation strategy is to choose an aspect that your brand excels at, and make it even more effective—so that your brand stands out sharply from your competitors. This may be pricing (for discount or premium brands), faster delivery (such as Domino’s Pizza 30-minute delivery guarantee), additional features or innovations, or even exceptional customer service, a quality that online shoe retailer Zappos is well known for.

Enhancing the unique offerings of your brand will help you differentiate, and over-delivering on your brand promise can help to revive a flagging brand.

8. Go Against the Grain

It can be challenging for brands to stand out from a sea of competition. If your brand is struggling to remain solvent, think about how you can make changes that will give you a competitive edge. Often, the most successful brands have distinctive differentiation that make them more innovative, valuable, or desirable than the competition. The bottled water industry, for example, was transformed when companies began adding nutrients, flavours, and carbonation to various brand lines.

Image via www.lush.co.uk

As an example of powerful differentiation, UK cosmetics company Lush has realised phenomenal success and gained a cult brand following by providing organic cosmetics ranges amidst an ocean of competitor brands made with chemicals and formulations. This organic-style branding extends throughout the brand—all of their products are handmade and use minimalist packaging, and Lush retail stores are designed to create an exceptional, luxurious customer experience.

Image via www.lush.co.uk

9. Change your Price Points

Though it may seem counterproductive, you can effectively revitalise your brand by charging more for your products or services. Elevating to a premium brand can bring you greater market share and higher profits—but of course, it’s essential to offer customers something that justifies the higher price point. Rebranding for premium pricing involves an increase in either perceived or actual value for your offerings, and this can be accomplished in many ways.

Some premium rebranding strategies may include:

Constant innovation, such as Apple and Gilette
Unique product mixes, such as Whole Foods and Sharper Image
Selling an experience, such as Nordstrom and Starbucks
Creating a brand community, such as Red Bull and Harley Davidson

By increasing the perceived value of your products or services, you can turn a slumping or stagnant brand around and find new audiences who are willing to pay premium prices, and will remain loyal to your brand above and beyond your competition.

So, what do you think?

• How could you make your brand more customer-centric? Community-centric?

• Does your brand have a differentiation factor that you could enhance through your brand collateral and marketing campaigns?

• Is your brand packaging inconvenient, outdated, or too similar to the competition? How could your packaging stand out?

• What are some ways your brand could go the extra mile and over-deliver on your brand promise?

• How is your brand story currently incorporated into your customer touch points and overall brand presentation? Is there a way to enhance your brand story?

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

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

January 16, 2015/0 Comments/in Brand Audit, Brand Auditing, Brand Audits, Brand Health Check, Brand Research, Brand Strategy, Branding /by Lorraine Carter

Building and maintaining a thriving brand takes work, but it’s well worth the effort. A strong brand is the single most effective marketing component your business can have. When your brand is performing well, your business enjoys increased visibility, greater customer loyalty, and a healthier bottom line.

So how do you grow a great brand, and keep it on top? One of the most powerful tools for maintaining or improving brand performance is a brand audit – a comprehensive evaluation of your brand’s positioning and market performance that should be done on a regular basis. Here’s what you should know about brand audits in order to drive successful growth for your brand.

Top 10 Things Successful Brand Owners and Managers Must Know about Brand Audits

1. What a Brand Audit is (and isn’t)

A brand audit is a comprehensive analysis of the current state of your brand. Effectively, it is a brand health check, helping you identify any problem areas with your brand strategy, collateral, positioning, and market value – with an eye towards turning things around and increasing the effectiveness of your brand.

A brand audit is not a quick review of your numbers. Effective brand audits are comprehensive investigations of all the aspects that make up and effect your brand.

2. Reasons to do a Brand Audit

There are many reasons to do a brand audit, but some of the most common are business performance issues that can be tied into the strength of your brand. If your business is sliding down, you are losing customers to competitors, or your revenue is sinking, a brand audit can enable you to revitalise flagging performance and recapture your market – or take your brand to new, profitable heights.

3. What a Brand Audit can do

The benefits of a brand audit are numerous and substantial. Just a few of them include:

Highlighting the strengths and weaknesses of your brand

Showing where your brand currently stands in the market compared to competitors

Painting an accurate picture of your brand’s market perceptions

Enabling you to align your brand with customers’ expectations

Identifying new trends and market opportunities to expand your brand

4. Conduct Brand Audits Even for Healthy Brands

If your brand is performing well, you may feel that there’s no need for a brand audit. But the fact is, even healthy brands need to be monitored for performance. When your brand is already winning, a brand audit can show you why it’s winning – enabling you to focus your brand strategies and efforts on the most effective areas for high brand performance.

5. Brand Audits Increase Your Profits

Strong brands simply make more money. When you have a robust and consistent brand, you’re able to engage and inspire your audience, building brand loyalty that translates into more returning customers, more word-of-mouth visibility, and less money spent on attracting new customers. You can also implement premium pricing strategies with a stronger brand that’s able to command higher prices.

A powerful brand is an investment that pays for itself, and a comprehensive brand audit can unlock your brand’s potential.

6. Brand Audits as Competitive Strategy

A highly competitive brand is a successful brand – and every brand has competition. Done correctly, a brand audit will show you how your brand stacks up against your most direct competitors, and reveal tactics and brand strategies you can use to gain a higher market share. For brands that require an aggressive competition strategy, brand audits will help you pinpoint the exact areas your brand is underperforming compared to your competition, and make improvements that lead to greater market success.

7. A Brand Audit Reviews Every Piece of Brand Collateral

If you’re looking for an effective brand audit that will truly help you grow your brand, you need to review and analyse every touch point and piece of brand collateral for your brand, from your logo and brand colors, to product brand packaging and merchandising, to website and online presence, to your organisation’s business cards, letterhead, and email signatures. Both internal and external brand collateral must be included in a brand audit.

8. Internal Brand Perceptions are Important

A successful brand audit will analyze your brand from your employees’ point of view. Engaging employees and earning employee buy-in for your brand audit is crucial to success – after all, your employees must participate in the changes you implement according to the brand audit results, or you’ll be unable to effect real change or maintain brand consistency and your efforts to revitalise the brand will fail.

This means brand aspects such as your employee orientation and training programs, sales force training, human resources material, and employee engagement strategies must be included in your brand audit.

9. Your Customers Should be Part of Your Brand Audit

One of the greatest benefits of a brand audit is the ability to gain an accurate picture of customer perceptions of your brand – and there is no better way to do this than going to the customers themselves. Customer participation and feedback should be an integral component of your brand audit.

There are many ways to solicit customer feedback during a brand audit. Online polls and surveys are common methods that can bring results faster, and help you gain a wider reach for your customer data pool. It can also be very effective to gather customer feedback at your point of sale, whether that is online or in a retail location, or over the phone or in a meeting. This is another reason why it’s valuable to involve employees in the brand audit process – they will have direct access to customers and can solicit the feedback you need to move forward effectively.

10. The Real Value of a Brand Audit

Many brand owners make the mistake of believing the value of a brand audit lies in the data that is collected. But in order to make brand audits work for you, it’s important to realize that the most essential value lies in the actions you take as a result of the insights gleaned through the process. The brand audit is a diagnostic tool, offering a detailed look at the current position of your brand – but the real work begins when the brand audit ends.

For this reason, it’s vital to make your brand audit rigorous, engaging, and objective. A brand audit can reveal hard truths about your market standing that you may not be prepared to accept.

We have found when conducting brand audits, using our Auditing Analysis Accelerator™system, that when clients take on board all of these factors their brand audit provides very insightful and invaluable information which has a significant impact on their brand strategy and the growth of their business and its profitability going forward.

The Benefits of Working with a Specialist Brand Consultancy

The need for objectivity in brand audits makes a strong case for your organisation to work with an outside party when implementing a comprehensive brand audit. An experienced brand consultancy can help you create an impartial picture of your brand, enabling you to visualize the strengths and weaknesses clearly and take corrective action that will be truly effective in strengthening your brand. This type of collaboration provides you with both objectivity and the ability to integrate insights with your brand strategy going forward, without preconceptions that can skew the results of the audit.

So, what do you think?

• Has your business hit a plateau or encountered a decline, which a brand audit could help turn around?

• If your brand is healthy and performing well, do you know exactly why? Could a brand audit help you focus on your strengths?

• Does your brand need to be more competitive in your industry?

• Have you been considering a premium pricing strategy? How would you use a brand audit to help you implement higher pricing tiers?

• Have you performed a brand audit before? How comprehensive were your results?

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

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!

Rebranding : How To Do It Successfully and Avoid Pitfalls

June 6, 2013/0 Comments/in Brand Health Check, Brand Reputation, Brand Revitalisation, Brand Risk Management, Brand Sponsorship, Brand Strategy, Branding, Business, Cause Marketing, Celebrity Endorsement, Rebrand, Rebranding, Rebranding Mistakes, Revitalized Design /by Lorraine Carter

One of the world’s biggest brands – Coca Cola – has done it eleven times, albeit in a largely evolutionary manner, since selling their first sugar-laden fizzy drink in its now-iconic bottle. Thousands of other very successful well knows brands have also done it over the decades. It’s a critical and strategic part of all successful businesses regardless of size, be they global giants or much loved more local national players. If a brand wants to stay relevant and connected then rebranding is an essential part of its continued success.

The degree of change in rebranding can take many forms from a gentle evolutionary update to a radical overhaul, the decisions for which are driven by strategic business objectives. Done correctly, whether evolutionary or radical in nature, rebranding can have a hugely positive impact on the bottom line, and be responsible for driving a significant increase in a business’s profitability.

Equally, a poorly thought out rebranding strategy can pose serious risks to your business resulting in loss of credibility, brand equity and the hard won brand asset value which you’ve painstakingly built up over the years. Successful rebranding must be given careful thought, research and planning to ensure the successful results desired.

To give you some further insights into both the ‘hows’, ‘dos’ and ‘donts’ of rebranding we’ve included some examples in this article, which will provide you with some direction, if considering rebranding in your business. Disasters and successes are both learning tools when analysed from an informed perspective, there are always invaluable lessons here for us all!

Top 3 Reasons to Rebrand

1. Brand Evolution : Over Time We’ve Changed…

Sometimes a company moves on but its brand doesn’t. In other words, it doesn’t represent what that business ‘stands for’ or does any more. This was the case with American Airlines when its executives felt they needed to rebrand earlier this year. The rebrand included a complete re-evaluation of what the brand stood for, and how it was perceived by stakeholders, both internally and externally in the market.

Part of the rebranding process included an update of its visual icon, the brand identity, which hadn’t seen much change since its introduction back in 1968. Its important to note that brand logos are a shorthand way to remind us of a brand’s relevance, associations and reputation in the market and are a by-product of all a company’s brand building efforts over time. They are the visual aid or trigger that reminds customers of all the emotional and rational reasons of why they love (or in some cases dislike) a brand but they are not the ‘brand’ in themselves, merely the visual identifier.

When American Airlines analysed its brand logo in the context of what the brand stood for now in the current market, the old symbol wasn’t seen to meet current needs or communicate the core brand message any longer. America’s number one airline needed a more streamlined and vibrant visual image to represent the brand in its full context. They also wanted to let go of what they termed the ‘bullying emphasis’ they believed old logo represented, according to one senior AA executive:

“The old identity was slightly skewed to a more powerful American image. We needed to move it to [what we call] ‘American spirit,’” he said. “That’s the side of America people really, really love. People have huge love for the eagle, but not necessarily the eagle in the downward position potentially attacking someone.”

2. Reputation Management : Negative Brand Sponsorships…

Brand sponsorship of significant high profile events, causes or people such as celebrities can reap immense rewards, through the association for the brand. Equally it can also cause reputation risks too, if for example the person concerned suddenly becomes embroiled in a publically unacceptable behaviour or expresses a controversial opinion or becomes aligned to something which is the opposite of what your brand stands for.

A simple example from the USA is a Missouri restaurant owner who’d named his restaurant after a Missouri basketball star (Albert Pujols). When Albert Pujols left the Missouri St. Louis Cardinals to play for the Los Angeles Angels suddenly ‘Pujols 5’ wasn’t the go-to restaurant in town anymore. In fact, it became the opposite, the owner received numerous cancellations, his premises were vandalized and a police cordon had to be set up to deter further damage. Sales dropped a whopping 75 per cent and it seemed as if the business was about to go bust. Indeed customers are filmed saying they doubted it would survive even a year.

A radical rebrand became critical to the fundamental survival of the business. In fact the rebrand required a complete name change to ‘Patrick’s Restaurant & Sports Bar’. The restaurant re-established itself successfully in the market with the rebrand and most importantly, in the minds of its target market, enabling the business to grow again profitably.

Unfortunately, in the case of US family-run firm ‘Ms & Mrs’ their brand wasn’t just broke but demolished – thanks to a much-anticipated promotion in a TV show which turned out to be a definite brand breaker as opposed to booster. The presenter on the ABC talk show, mispronounced the name of their company to Mr & Mrs.

As a result, all that much-looked forward to thousands of dollars worth of free publicity and increased sales for the firm (it provides a variety of ‘emergency personal care kits’ for for all sorts of occaions) never happened.

That wasn’t the only time the name had been mispronounced. Vloggers had accidentally altered it too or even had trouble saying it in the first place. Enough was enough. It was time to do something. So the family rebranded and changed their brand name. In order to avoid any confusion, they chose a new name completely different from the original and became ‘Pinch Provisions’.

They also did a brilliant pre-name change video – using humour to make fun of themselves (and no doubt endearing themselves to thousands more customers in the process).

3. Brand Name Translations : Bad Interpretations

One of the key guidelines to brand naming is ensuring the name and its tag line translates appropriately across different languages and cultural boundaries. Sometimes this consideration has been overlooked resulting in unfortunate connotations or interpretations when translated into foreign languages, such as the following examples:

A sports drink in Japan, produced by Otsuka Pharmaceutical Co and aimed at replacing electrolytes lost in sweating is named Pocari Sweat (which we reckon wouldn’t go down well in English-speaking countries).

©Pocari Sweat

In Germany the computer Commodore VIC-20 had to be renamed to the VC-20. The reason for this is that VIC in German would be pronounced fick which means (well, in English you’d put a ‘u’ in place in the ‘i’).

The American SciFi channel wanted a new text friendly name. Unfortunately they choose SyFy which in many countries turned out to be slang for syphilis.

Online marketing company PinCrusher used to be known as PinBot – until they realised the word ‘Bot’ didn’t have particularly good connotations (being associated with as a web crawler). It could also be extremely confusing considering their business was internet based and involved the selling of a Pinterest app…

Rebranding isn’t something that can be taken lightly. It needs to be strategically driven and supported by considerable market research to find out what’s working, what isn’t. Most importantly new potential rebrand approaches should also be ‘tested’ and researched, before full development and launch to market, to get feedback and ensure target audience ‘buy in’. Make sure you find out and know where and why to keep the good stuff, and bin the out of date or compromised, to ensure your rebrand launch is successful and increases your profitability.

• If you’re considering rebranding do you really know what works well for your brand and what aspects of it could do with a revamp?

• Have you researched your target audience to test brand sentiment and get feedback both at the beginning of you rebranding project and again at an advanced stage of development to test your new positioning/concepts etc.?

Do You Know How to Mitigate Risk to Your Brand? Watch to find out more…

November 14, 2012/0 Comments/in Brand Audit, Brand Health Check, Brand Risk Management, Brand Risk Mitigation, Brand Strategy, Cyber Threat /by Lorraine Carter

I recently spoke at the Cyber Threat Summit 2012 which took place in Dublin, host to over 600 delegates from around the world and thought some of the content presented might be of interest to those of you concerned about managing your brand under threat.

The talk was focussed on enhancing attendee understanding of brands, how they work, what they are and how, when properly understood, they can be leveraged to mitigate risk and manage it effectively when in jeopardy or exposed to negative market sentiment.

At its most fundamental if you and your team can’t simply articulate what your brand stands for and what makes you different to your competition then you’re already at a significant disadvantage.

Why you might ask, well you can’t adequately protect your No.1 asset if you don’t understand it and the dynamics of your market, key stakeholders and customers alike.

Most importantly you are also potentially financially under performing and commercially vulnerable, in short leaving money on the table, as you slide into commoditisation and genericization because you haven’t developed and leveraged your brand to its full potential.

Watch to find out more.

Feel free to leave your comments or get in touch E: [email protected]

We’d love to hear your views.

When Is The Right Time for a Logo Redesign?

November 8, 2012/0 Comments/in Brand Health Check, Brand Relaunch, Brand Relevance, Brand Reputation, Brand Revitalisation, Rebranding, Rebranding Mistakes, Revamped Design, Revitalized Design /by Lorraine Carter

2012 could be seen as The Year of Logo Redesign with some of the world’s largest brands taking a fresh approach to their corporate logos. From simplified updates of existing logos to completely new designs, the last few months has seen brand design success and fails from well-known global brands.

The evolution of brand logos is far from a new phenomenon and brands such as Coca Cola can track the transformation of their current logo over nearly 100 years. Latest trends in brand logo strategies however show that logo updates signify far more than an evolution in design-over-time.

4 Reasons Why Your Brand Logo May Need A Redesign or Update?

Logos are the corporate face of the brand. The logo in itself is not the brand but it acts as the visual hook reminding customers about what the company stands for, its brand personality and values. It is the glue that binds all the brand information together. With the brand’s visual corporate identity at stake a logo change is no small matter. But how do you know when a logo redesign is necessary?

1. Change in Company Structure

There are often obvious reasons behind logo redesigns. Mergers, acquisitions or company spin-offs often necessitate a new logo that symbolizes the new company.

2. Audience Misperceptions

Sometimes there may be misperceptions and confusion among key audiences about what the brand represents. Powerful brands are ones that have strong values, with an authentic story, which are clearly understood and lived both internally and externally amongst stakeholders and customers alike. If the brand values and story no longer resonates with the target audience or, customer brand experiences differ from the brand promise, then a logo redesign as part of a complete brand revitalization programme, repositioning and re-launch strategy can help realign the brand with the customer and their brand expectations.

3. Shift in Corporate Strategy

If your company is expanding its offering, such new products, new features etc. then an updated logo can signal the brands evolution and change in the marketplace. Ebay recently launched their refreshed logo to reflect the company’s plans to shift their corporate strategy away from auctions and move towards full-priced merchandise. The new logo keeps the colours of the original logo but changes the letters and streamlines the design to reflect the new direction of the brand.

4. Update of old design

Brands that have been around a long time with a extensive legacy often require a careful evolutionary logo refresh to remain relevant in the market without losing any of the much valued old brand provenance. Johnson & Johnsons’ BAND-AID brand has been in existence since the 1920s and, prior to its latest update, the logo had remained the same since the 1980s. Their latest bolder, more distinctive logo was deemed necessary to create something that feels contemporary and modern yet honours the heritage of the brand.

Budweiser has again refreshed its logo. It is hoped the re-evaluation of their brand strategy together with its visual refreshment, which emphasizes the colour red and reflects their ‘continued commitment to quality’, will reverse reduced consumer interest in the brand. Critically the brand’s updated look incorporates the core brand hallmarks that loyal brand followers will recognize.

Earlier this year Twitter launched their revitalised logo. While still a relatively young brand, the company saw a need to simplify and streamline the iconic blue bird. The new logo is created from three overlapping circles, which according to Twitter head of design is “similar to how your networks, interests & ideas connect and intersect with peers and friends”. The new logo reinforces the brand identity with the customer and strengthens the consistency of the brand image online.

In contrast Microsoft launched their new logo design, which is the first time the brand has updated their logo in a quarter of a century. The new design was created to attract and embrace a younger broader demographic to the brand.

The Potential Risks

While logo updates are often necessary to remain relevant in the market it is critically important not to damage any brand equity developed over previous years. The last thing logo refreshment should do is to alienate or confuse loyal customers.

American retail brand JCPenney has redesigned their logo three times in as many years. The changes were designed to coincide with the brand’s repositioning strategy but have left many customers confused as to what the brand stands for and its identity.

Retail giant Gap suffered one of the biggest logo redesign disasters in decades when they launched a completely new logo last year. The brand made a fatal flaw when they failed to research and explore the influence of the logo on their customer base. The new logo received major criticism from both loyal customers and design critics alike, who slated the company for changing the brand’s iconic blue square.

While the brand’s desire to modernize the logo for the digital world was understandable, they missed an critical opportunity to engage with their customers and the online community in the redesign of the logo.

Brands need to constantly manage their engagement, reputation and image in the market in order to remain relevant with their customers. Sometimes it is small updates to the logo, as was the case with the old Maguire & Paterson Matches brand, dating from 1882, that can breathe new life into a brand and update it for the current market to keep it relevant and take it into the future.

• Is your brand still relevant and resonating effectively with your target audience or in need of revitalization for continued growth?

• Does your current logo meet the needs of both your brand and your target market?

• Have you undertaken recent research to identify your customer’s perceptions of your brand?

If you’d like to find out more about what’s involved in a Brand Revitalisation and Re-launch Programme, and if it’s the right strategy to support your business growth, then feel free to give us a call. We’d love to talk.

Luxury is About Exclusivity

Develop Trademark Brand Symbols and Assets Beyond Just Your Brand Logo

Provide a Memorable Brand Experience for Your Customers

Create an Aura of Exclusivity by Limiting Supply

Be Proud of Your Heritage, but Offer Customization to Build an Emotional Connection

Create an Epic Brand Story that Mesmerizes Your Customers

Key Takeaways to Consider

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Smaller Brands & Seasonal Brand Strategies

So, what do you think?

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Misconceptions about Baby Boomers are Common

Examples of When Multi-Generational Branding Strategies Can Work

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Case Study: Spirit 50

Case Study: Japanese Convenience Stores

Case Study: Ford Motors

A Worthy Venture

“We Do Search”

Spelling it Out

Brand Architecture : A House of Brands

What are the Branding Takeaways?

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9 Strategies to Revive Your Lagging Brand

1. Become Customer-Centric

2. Rename Your Brand

3. Streamline and Simplify

4. Reach Out to Your Community

5. Amplify Your Brand Story

6. Wrap-Up in Something New

7. Go the Extra Mile

8. Go Against the Grain

9. Change your Price Points

Top 10 Things Successful Brand Owners and Managers Must Know about Brand Audits

1. What a Brand Audit is (and isn’t)

2. Reasons to do a Brand Audit

3. What a Brand Audit can do

4. Conduct Brand Audits Even for Healthy Brands

5. Brand Audits Increase Your Profits

6. Brand Audits as Competitive Strategy

7. A Brand Audit Reviews Every Piece of Brand Collateral

8. Internal Brand Perceptions are Important

9. Your Customers Should be Part of Your Brand Audit

10. The Real Value of a Brand Audit

The Benefits of Working with a Specialist Brand Consultancy

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

Top 3 Reasons to Rebrand

1. Brand Evolution : Over Time We’ve Changed…

2. Reputation Management : Negative Brand Sponsorships…

4 Reasons Why Your Brand Logo May Need A Redesign or Update?

1. Change in Company Structure

2. Audience Misperceptions

3. Shift in Corporate Strategy