This series explores how digital has changed the fundamentals of marketing (see list at the end of this article for previous and upcoming articles).
Traditionally, brand experiences were the result of messages conveyed via broadcast mediums; audiences could only form relatively vague impressions of what those brands represented.
Today, the brand experience is deeper, fragmented, and more complex and fragile. More than ever, a brand is shaped by experiences and not just perceptions. Perhaps delivering one bad experience with a customer service rep after five good digital or product experiences won't kill your customer relationship, but three in a row might be enough to do it.
In other words, a "brand bank account" exists, and every experience—advertising, digital, customer service, social media, community—carries a positive or negative perception with it.
That has a significant impact on organizations that build brands without advertising. In those organizations, brand is built primarily via word-of-mouth—i.e., what customers, partners, media, and industry people say about working with that organization. Such companies that venture into the digital realm face risks, but they face much more potential benefits.
Consider the following four key elements to building and managing a brand online.
1. Laser Focus on Customer Behavior and Needs
Take the first step (it's free).
You may also like:
- How to Achieve Cultural Velocity (And Why You Need to): Jonah Berger and Stefan Burford on Marketing Smarts [Podcast]
- Secrets to Finding the Perfect Name for Your Brand: Jeremy Miller of 'Sticky Branding' on Marketing Smarts [Podcast]
- The 10 Most Valuable Global Brands
- Nine Criteria for an Ironclad Brand Strategy: Lindsay Pedersen on Marketing Smarts [Podcast]
- Brand Marketing vs. Performance Marketing: Finding the Right Balance