Posts tagged: customer interaction

Brand MarkETing… No More Brand Marking!

By , January 31, 2013 12:06 pm

Brandpsych logo

Brand MarkETing

Are we seeing Trans-Planetary Brand MarkETing in our digitized mobile economy? Drawing by Arthur Winters

So what is the difference between brand marking and markETing?

In the past, branding was initially a way of marking or identifying a brand as in marking a rancher’s cattle with a branding iron. As time went on, logos were developed to mark and establish an identity for companies, products and services. More recently in our digitized world, brand managers must bring an ET — Extra-Terrestrial or more likely, an Essential Technology element to their branding. Bringing a more advanced brand marking to their brand markETing.

In the past few years, many customers have felt more of a divide between what they want and what brands offer. Brands that have a vision of what the customer really wants make the most of what their customers value and enjoy. In addition, the customer is increasingly aware of their involvement in product development in their role as “prosumer.”  We see an increase in the desire for personalization from and customization of products, services and experiences.

To satisfy their new brand expectations, customers are moving rapidly to shopping with online retailers. Retailer brands will have to explore more UC, Unified Communications, that include retail pop-up stores and departments similar to Amazon.com and kiosks for brand offers similar to Groupon.com. UC strategies will be created that involve real voice (as opposed to electronic menus) responses to customers’ demands for personal attention and customization.

Strong brands that fulfilled customer expectations in the past may diminish, as many consumers are no longer loyal to brands they perceive as category leaders. As always, Brand Managers have to create strategies that convert consumers into customers. The hard work is now in creating an innovative presentation of relevant and much desired brand attributes for the most effective brand positioning. Some brands are creating differences that are being told through their brand story. A compelling brand story and the brand’s history can be delivered to better sell the brand’s positioning assets, differences, and superiority.

So we find content and technology merging in new ways. Consumers may now depend on apps that provide applications to personally bring to mind brand differences and values. These can be inspired by knowledge of their singular profiles and their current desires. And right up there in ET brand positioning is the brand manager’s awareness of their customers who are not really engaged. Previous paradigms for customer-engagement may no longer be effective and customer experiences, CX, that are no longer current in today’s retail marketing, will need to adjust and innovate like never before!

Next, brands will rely more and more on VOC (Voice of customer), innovative interactions with customers and encourage buying recommended by their friends via social media. Successful brands will acquire more knowledge about operations involved in a consumer-run world. As we have mentioned previously, PDA’s/mobiles employed by consumers will dramatically increase. Consumers will be scanning their own screens to connect with a brand, and perhaps, influence their buying. A brand will need to unify all of its messaging and specifically its advertising that is designed for the mobile customer. This may include new screen-oriented techniques for these new retail venues. Google made over $20 billion in ad revenues this year, more than all U.S. print media combined!

We suggest the oft-quoted phrase: “The Future is NOW” — might apply.
What do you think?

Arthur & Peggy Winters co-teach SXB 200 Brand Marketing Communications for Image & Meaning and SXR 050 Intro to Branding: The Art of Customer Bonding.

Panorama Theme by Themocracy