Skip to main content

Brand building

Customers experience your brand in numerous ways: products, packaging, price, marketing, sales personnel, etc. Each of these contacts or touchpoints molds the customer's impression of the brand. Some of these touchpoints are obvious, like product performance, and one-on-one customer interactions. Other touchpoints, such as the product manual, monthly statements or post-sales support, may be subtler in their brand effects.
Your brand image creates expectations. It defines who you are, how you operate, and how you're different from your competitors. In essence, your brand image is a promise - a promise that must be kept.
1. Identify your reasons-to-believe.
Your brand promise is irrelevant if your customers do not believe it. Therefore, your promise must be supported by reasons-to-believe. This will automatically add substance to the promise and define specific expectations for the customer.
For example, an automobile manufacturer promises potential customers that Car XYZ is an "intelligent choice for serious drivers." What makes it an intelligent choice? Why should the customer believe this promise?
To address this question effectively, the manufacturer could frame its promise with two reasons-to-believe... sporty performance and safety. These two reasons in essence define "intelligent choice" and clearly set customer expectations. They also give the company specific direction for designing the customer experience through tangible customer touchpoints like vehicle design features, advertising campaigns, dealer sales approaches, and customer service activities.
2. Identify customer touchpoints.
Each individual step in your business process contains a number of touchpoints when the customer comes in contact with your brand. Your ultimate goal is to have each touchpoint reinforce and fulfill your marketplace promise.
Walk through your commercial processes. How do you generate customer demand? How are products sold? How do your customers use your products? How do you provide after-sales support?
This comprehensive trace of your marketing, selling, and servicing processes allows you to create a simple touchpoint map that defines your customers' experiences with your brand.
3. Determine the most influential touchpoints.
All touchpoints are not created equal. Some will naturally play a larger role in determining your company's overall customer experience. For example, if your product is ice cream, taste is typically more important than package design. Both are touchpoints, but each has a different effect on our customers’ experiences as a whole.
To determine the touchpoints driving your customers' overall experience, your organization can use a wide array of techniques ranging from quantitative research to institutional knowledge. The methods you use will depend on the complexity of your products, commercial processes, and your existing knowledge base.
4. Design the optimal experience.
Once you have completed the above three steps to building a brand, you should be able to design your optimal customer experience.
Here's how:
Determine how to express each reason-to-believe at each key touchpoint. For example, how can you reinforce sporty performance (a reason-to-believe) in product design, at the dealership, and in marketing campaigns (the influential touchpoints)?
5. Align the organization to consistently deliver the optimal experience.
A holistic approach to aligning your organization to consistently deliver the optimal experience is essential. Identify the people, processes, and tools that drive each key touchpoint.
Look beyond employees that have direct contact with your customers. The impacts of behind-the-scenes employees are less obvious but no less important. Similarly, the impact of workflow processes and tools (i.e. technology systems) on the customer experience may be less intuitive but crucial to consistent delivery.
Identify which activities don't align with your envisioned customer experience. Determine how to address them so that these components can be brought into alignment.
The Final Word
Every product or service you bring to market yields a customer experience. Is it the experience you intend? Does that experience fulfill the promise you've made to the marketplace?
By identifying the people, processes, and tools that drive your customer experience, you can actively design and control your own, unique, optimized experience. The brand promise you make to the marketplace will be kept day in and day out across every key customer touchpoint, building a strong brand

Source : http://sbinfocanada.about.com/od/marketing/a/brandbuildingsg.htm

Comments

Popular posts from this blog

Explore SMM tools to make you grow further and succeed in the digital world

Social Media Marketing (SMM) has arrived. We need to make use of some key tools here. We bring information about these to you.




1# Later – Instagram Scheduler Later is known as premium social media marketing tools to plan your visual content marketing.It’s an easy-to-use tool to schedule and manage your Instagram posts via any devices such as the computer, iPhone, tablet or android so that you can manage your account from anywhere. It has an ability to add team members and this is a keynote in this particular social media marketing tool.
Pricing: Free Plan: Available It has afree plan that allows you to publish up to 30 posts and 2 reposts per month on an Instagram profile. There are also a couple of things such as it helps to socialize with Facebook, Twitter, and other marketing tools as well.
Other Premium Plans: For Individuals: 9$ For Businesses: 19$, 29$, 49$

2# Oktopost – Social Media Management aimed atB2B Marketing Ocktopost is a social media management tool which is specifically design…

The future is AI and Digital Marketing – Learn it NOW to become successful !

The digital world has arrived.  We invite you to learn what is required in the digital world. For this is something we all need to know to succeed in the new world we inhabit.



The technical world is moving towards Artificial Intelligence (AI), Natural Language Processing (NLP), machine learning, and chatbots. This is why it is important to know all about this technology is, where it’s going, and what impact it will have on digital marketing as a whole.


What is AI
AI is the concept of machines undertaking tasks in a way that we humans would consider intelligent. Or AI is when a machine can undertake a task as well, if not better than a human would.

Machine learning is a subset of AI, whereby we provide a machine with data and it then learns on its own. Instead of being programmed to do something, machines are given the information they need to do it themselves. So, machine learning is one of the applications that is driving AI development. Here, it is crucial that we get the machine learni…

AI and the tools it creates in the digital world to enable all to succeed

AI is here to stay and there are many tools making use of it. 

Let us understand and Explore the power of AI.

There’s a lot of hype surrounding artificial intelligence (AI) and machine learning, but there’s no denying the technologies are going to shape the future of marketing. In fact, they’re already powering most of the tools we use today – even if we don’t realise it.

Google, Facebook and just about every platform we use to connect with consumers are knee-deep in these technologies and the list of marketing AI tools is rapidly growing. We show you some tools that make complete use of AI


#1: Import.io Import.io allows you to import data from any web page, even if the data you’re after is hidden behind login forms or other elements. You can then compile this data into spreadsheets, visualisations or machine learning algorithms. With this data on your side, you can do anything from competitor price research to analysing all of your customer reviews to pinpoint the most important areas for …




Connect us with