Marketing Sense

A discussion of marketing tools and tactics with a common sense attitude

Posts Tagged ‘brand promise’

Brand Promise – Are You Keeping Pace with your Customers?

Posted by Colin N. Clarke on November 26, 2010

When a customer makes a decision to purchase from you, it’s usually based on some belief that your product will meet their needs. It could be your presentation, delivery, reputation, marketing materials or the product itself, but there will be something that causes them to choose you over someone else. They now have a set expectation and you need to deliver.

Every day companies just like yours make a “promise” to their customers in some means or another, and over time customers grow to count on certain things when they interact with your business. Whether you intended to or not, your customers have formulated a “brand promise” about your business.

A little example… I’m a big fan of McDonalds hamburgers. You know, $.89 with ketchup, pickles and onions. I love ‘em. And over time I have grown to expect that hamburger to taste the same way whether I buy one in Anniston, Alabama or Spokane, Washington. To ME it is part of McDonalds’ brand promise of consistently delivering the product, regardless of location. I’ve grown to expect that consistency.

So here is the issue that you face as a leader in a growing business; can you deliver what your customer expects on a consistent basis?

Over the years I’ve witnessed numerous businesses that have grown on the shoulders of strong product quality and innovation, attracting new customers and business along the way. And as these companies got busier they made changes in their successful processes to keep pace with the growing demand – different people, different inputs, different control measures, etc. The risk? Changes in those successful processes lead to decreased quality and chance of failing to deliver on the brand promise… the same promise that brought them success in the first place.

Too many companies have grown aggressively while losing sight of the success factors that brought them there. As your customers formulate their own beliefs in what your brand promise is and the front door starts to swing open more often, keep close watch on quality. The fastest way to destroy your pristine brand promise is by failing to meet customer expectations.

Stay focused on your brand promise, grow carefully and maintain quality and your customers will believe in your business for many years to come.


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5 Principles for Brand Longevity – Lessons from a Marketing Juggernaut

Posted by Colin N. Clarke on November 23, 2009

By Colin N. Clarke – It’s truly amazing what marketing can accomplish when done right. I recently attended a performance of the musical The Lion King and simply had to marvel at what the marketing juggernaut Disney has done to create this “brand.”

Who would have thought that an animated movie could spawn such an incredible revenue generating franchise more than 15 years later! Of course Disney took us through the sequels and spinoffs, the merchandising and figurines, the soundtracks and re-releases. But after 15 years you’d think they might have exhausted the potential of that little old cartoon. Anyone else, but not Disney.

Disney Theatrical Productions has built a brand around the name The Lion King with ongoing productions taking place in New York City, Las Vegas, Paris, Hamburg, Tokyo, and London. In addition there are two touring companies settling into major cities across the United States.

Here’s a glimpse into the revenue generating power that has been built around The Lion King brand. By my calculation, a sold out week (9 performances by a touring company) in a 2,000 seat theatre can generate more than $1.3 million of revenue on ticket sales alone! Multiply that revenue generating power across multiple performance locations worldwide and you can quickly see how Disney has turned that little 1994 animation into a mega BRAND.

So what has Disney done right to maintain the appeal and longevity of a brand that should have run the course of its productive life long ago? Let’s have a look at what Disney has done, and what you can too to generate long-term affinity for your business’ brand.

1) Understand your audiences – Their interests, what motivates their buying behavior and why they choose you.

2) Appeal to the influencers – (For Disney, parents). They need to find interest in your brand and feel safe in recommending you or approving a purchase.

3) Manage your reputation – Your brand must be trustworthy and unblemished. Keep tabs on what others say about your brand and be prompt in respectfully correcting misrepresentations.

4) Be consistent – Day-in, day-out, deliver on your brand promise, maintain your brand standards and give your audience a reason to remember you (positively of course!).

5) Be innovative – Monitor how your audiences’ interests and expectations evolve and deliver new products, services or information of VALUE that is representative of your brand.

These principles help build Disney’s The Lion King into a brand far beyond an animated movie. Follow these 5 steps to build strength and longevity for your brand, and who knows, you just might create the next marketing juggernaut.

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