customer needs

The Basics of Branding

fierce-brandingBranding is one of the most important aspects of any business, no matter what type of organization you run. Having an effective brand strategy can give you an upper hand in today’s competitive market. You may be asking, “What exactly does branding mean?” “What is a brand strategy?” and “How do these two things help my business grow?”

Put simply, your brand is a promise you make to your customer. Your brand tells customers who you are, who you want to be, and what they can expect from your products and/or service.

Are your services expensive and serve a niche market? Ask yourself, is your service high quality at a high-cost, or, low-cost but high-value? You’re going to have to choose, because you can’t be both. Who you are should be based on what your target market wants, and who they need you to be.

What is a Brand Strategy?
A brand strategy is the what, where, when, how, and to whom you communicate your brand messages with. A good brand strategy differentiates your offering from your competitors’. In thinking about your brand, try answering the following:

  • What is your company’s mission?
  • What are the benefits and features of your products or services?
  • What do your customers and prospects already think of your company?
  • What qualities do you want them to associate with your company?

Learn the needs, habits and desires of your current and prospective customers. And don’t rely on what you think they think. Know what they think.

Brand Equity
Having a solid and consistent brand leads to strong brand equity (the intangible added value brought to your company’s products and/or services that makes it acceptable for your company to charge more for your products and/or services than what seemingly identical unbranded products charge).

Christian-Louboutins-red--007A great example of brand equity is high-end footwear designer Christian Louboutin. Louboutin launched his line of luxury, red-bottomed women’s shoes in France in 1991. The red-lacquered soles have differentiated Louboutin from other luxury shoe brands, and have influenced women all over the world into buying and wearing high-end shoes. People will pay more for the promise of luxury, quality, and the red-bottomed recognition that comes with wearing Louboutins.

Bottom line: the more recognized your brand is, the more real estate you take up in your consumers’ minds, and the more power you have to persuade your target market to buy your brand.

Defining Your Brand
Trying to define your brand is like a journey of corporate self-discovery. It can be time-consuming, difficult and at times uncomfortable – but in the end, it’s worth it!

Is your brand defined? Do you have a strong brand strategy in place? Do you understand the needs, habits and desires of your current and prospective customers? Do you rely on what you THINK they know rather than KNOWING what they know? Comment and share your branding successes and failures with me. If you are looking to define your brand and/or develop a brand strategy, please feel free to contact me at 416-653-3053, or info@creativeworksmarketing.ca.

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Case Study: How a customer analysis saved thousands for a B2B client

consumer-analysisLooking for the “wow” factor in your business is not always about what you want your company to be for your customers, but very often, it is more about what your customers value about your company. As a first step to creating powerful strategic marketing plans, we always recommend market research to our clients. Market research, specifically customer analysis, is the most powerful tool marketers have for really finding out first hand exactly what your customers value and why they choose you over your competitors.

Many companies want this business intelligence and feel they can “do it themselves” with an email survey or direct mail piece. Well, with almost 20 years in the business, I can tell you that research obtained by “doing it yourself” is truly invalid research. Research needs to be conducted by an unbiased third party who can listen and respond without prejudice or emotion.

I’d like to share with you the big wow factor that came as a result of the research we conducted as the first leg in a strategic marketing project. We’ll call this company ABC Consulting. Prior to our engagement, they were about to “press the button” on several online marketing tactics including investing heavily in a new website with interactive capabilities and launching into social media networking sites. We convinced the client to “hold off” on implementing these tactics until after we conducted a competitive analysis and customer analysis. They took our recommendation and decided to hold off and are eternally thankful that they did. It is true, as with most qualitative research, that the truth lies in asking the “right” questions and so we personally spoke to our client’s customers, asking them a host of custom questions to determine not only what they value in the service they are receiving, but how they feel what they are getting differs from other competitors.

There was not one customer we spoke to that values online communication, stating that they never visit ABC Consulting’s website, and have no need for social media. What do they value? Personal calls, face-to-face meetings, etc. The result of this research is a 180 degree shift from what our client had determined was what their customers’ wanted. As I have said in many of my blogs holds particularly true here: no tactics before you understand who your audience is, and what they value. If our client had executed their online tactics, what type of success do you think they would have had? My guess is none, as their customers never visit their website and new customers search for this service in other ways, but not online.

The research revealed many values, behaviours, wants and needs of ABC Consulting’s customers and competitors, but none stronger than a 180 degree shift in thinking!

With this research in hand we are now able to develop a targeted and strategic plan, rooted in solid research, and our client will save the thousands of dollars they were about to spend on the wrong tactics: tactics that were rooted in guess work and marketing pressure to conform.

My take-away for all business owners is to take the time to get to really know your customers, NOT through your own personal dealings but through someone else’s eyes and the result could be a game changer!

When was the last time your company conducted third party qualitative research? Do you think you need to conduct research before you execute a new marketing initiative? Are you willing to try new tactics without knowing what your customers value? I look forward to you sharing your thoughts in our comment section.

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