Your brand idea should steer the internal culture to inspire and steer everyone who works behind the scenes of the brand. Brand leaders must manage the consistent delivery of the brand idea over every consumer touchpoint. Everyone should be looking to the brand idea to guide and focus their decisions. Most importantly, companies need to focus on their internal brand, to make sure management, customer service, sales, HR, operations, or an outside agency are all moving in the same direction.
To illustrate, click on the diagram to zoom in.
Brand idea
Align your five consumer touchpoints
Five main touchpoints reach consumers, including the brand promise, brand story, innovation, purchase moment, and consumer experience. Regardless of the order they reach the consumer; if the brand does not deliver a consistent message. Otherwise, the consumer will be confused and likely shut out that brand.
How the brand idea stretches across the five consumer touchpoints
- Brand promise: First, use the brand idea to inspire a simple brand promise that separates your brand from competitors, and projects your brand as better, different, or cheaper, based on your brand positioning.
- Brand story: Next, the brand story must come to life to motivate consumers to think, feel, or act while establishes the ideal brand’s reputation to be held in the minds and hearts of the consumer.
- Innovation: Then, build a fundamentally sound product, staying at the forefront of trends and technology to deliver innovation.
- Purchase moment: The brand idea must move consumers along the purchase journey to the final purchase decision.
- Consumer experience: Finally, turn the usage into a consumer experience that becomes a ritual and favorite part of the consumer’s day. It will be your operations and internal culture who will deliver.
Brand culture
Marketing your brand to employees inside your own company to enhance the internal culture
To illustrate, click on the diagram to zoom in.
The best brands consistently deliver. When you build your brand idea, I recommend you use a cross-functional team, including salespeople, R&D, human resources, finance, and operations. Their participation is one way to gain their buy-in. But that’s not where it stops.
Use your internal brand communications tools to drive a shared definition of the brand idea. Get everyone to articulate how their role delivers that brand idea. Give the external and internal brand story equal importance to the consumer experience you create for your brand.
Everyone who works on the brand should use the brand idea as inspiration, and to guide decisions and activities across every function of your organization. It is the people within the brand organization who will deliver the brand idea to the consumer. Everyone needs a common understanding of and talking points for the brand.
To illustrate, click on the diagram to zoom in.
When you work on a brand that leads to the customer experience, your operations people will be responsible for the face-to-face delivery of your brand to the consumer. Develop a list of service values, behaviors, and processes to deliver the brand idea throughout your organization.
To illustrate, click on the diagram to zoom in.
M A R K E T I N G B O O K
beloved brands
the playbook for how to create a brand your consumers will love
Covering every aspect of brand management, it is no wonder that our readers reach for Beloved Brands multiple times each week to guide them through the challenges of day-to-day brand management.
Get ready for a mind-bending journey as we take you on a deep dive into your brand strategy. We’ll challenge you with thought-provoking questions designed to shake up your thinking and help you see your brand in a whole new light. And our unique process for defining your brand positioning will leave you with fresh ideas and new possibilities for how to differentiate your brand.
But we won’t just leave you with ideas – we’ll show you how to turn them into action. Learn how to write a brand plan that everyone can follow, ensuring that all stakeholders are aligned and contributing to your brand’s success. We’ll walk you through the creative execution process, from writing an inspiring brief to making smart and breakthrough decisions.
And when it comes tao analyzing your brand’s performance, we’ve got you covered. Our innovative methods will help you dive deep and uncover insights you never knew existed, giving you the knowledge you need to make the best decisions for your brand’s future.
But don’t just take our word for it – our Amazon reviews speak for themselves.
With over 85% of our customers giving us a glowing five-star rating and an overall rating of 4.8 out of 5.0, we know we’re doing something right. And with numerous weeks as the #1 bestseller in brand management, you can trust that we have the experience and expertise to help you achieve success.
Ready to join the ranks of the Beloved Brands community? Order our book on Amazon, Rakuten Kobo, or Apple and start your journey towards brand success today.
Take a read through our sample chapter on strategic thinking
Ritz-Carlton case study
A culture of impeccable service
Ritz-Carlton does a lot of things right to earn the high prices they can charge for the best locations, beautiful rooms, excellent beds, and incredible meals. But in reality, every luxury hotel has beautiful, luxurious things to offer. Ritz-Carlton focuses its attention on delivering impeccable service standards to separate the brand from other hotels. What Ritz-Carlton has done so well is operationalize it so that their internal culture and brand are one.
One idea Ritz-Carlton talks about is meeting the “unexpressed” needs of guests. As marketers, even with mounds of research, we still struggle to figure out what our consumers want.
However, Ritz-Carlton has created a culture where bartenders, bellhops, and front-desk clerks instinctively meet these “unexpressed needs.” Employees carry around notepads and record the expressed and unexpressed needs of every guest, then they use their instincts to try to surprise and delight these guests.
Employees are fully empowered to create unique, memorable and personal experiences for guests. Unique means doing something that helps to separate Ritz-Carlton from other hotels. Memorable forces the staff to do something that truly stands out. And personal is defined as people doing things for other people. Is that not what marketers should be doing? So what is getting in your way?
Customer experience
Radars on, antenna up
Ritz-Carlton bakes service values right into its culture. The Ritz-Carlton phrase used with its staff is “Keep your radar on and your antenna up” so everyone can look for the unexpressed needs of their guests. These could be small wins that delight consumers in a big way to treat every guest as unique and special. But like any hotel, things do go wrong.
When a problem does arise, the staff is encouraged to quickly brainstorm and use everyone’s input to turn a problem into a potential “wow” moment for their guests. Every staff member is empowered to deliver high service levels; each employee is allowed to spend up to $2,000 to solve a customer issue, right on the spot. They do not even need permission from a manager.
Legendary Ritz-Carlton service story
Here is a fantastic story that makes its way around the Ritz-Carlton world. A guest who had just left the hotel called to say that their 3-year-old son had forgotten his stuffed giraffe in their room. The parents said their boy could not stop crying. The only thing these distraught parents could think of to tell their son is that the giraffe was staying on vacation a little longer. So the staff found the giraffe and overnighted it to the boy. Most luxury hotels would have done that. But that was not enough for Ritz-Carlton.
Knowing the story the mom had told their son about staying on a bit longer, the staff also included a photo album of the giraffe’s extended stay, including sitting by the pool, getting a massage in the spa with cucumbers on his eyes, and working out on the treadmill. Imagine how the parents felt and the signal it sends to them about what to think of the Ritz-Carlton staff. This type of “wow” story has become legendary within Ritz-Carlton and is often told within the Ritz-Carlton pre-shift meetings around the world to inspire staff to deliver.
To illustrate, click on the diagram to zoom in.
Marketing skills
Learn about brand positioning
A brand positioning statement starts with the consumer target your brand will serve. And, it should focus on the emotional and functional benefits your brand will stand for. Most importantly, brands need to find that space that moves consumers to drive growth and is ownable for your brand.
To illustrate, click on the diagram to zoom in.
Managing the culture
Use a brand credo document to inspire your internal culture
Having spent time at Johnson & Johnson, I was lucky to see how their credo document has become an essential part of the culture of the organization. Not only does this internal brand permeate throughout the company but you will also likely hear it quoted in meetings on a daily basis. It is a beautifully written document and ahead of its time.
To illustrate, click on the diagram to zoom in.
What you need to create a brand credo document
First, start with your brand idea and turn it into an inspiring promise statement, which explains to your people how the internal culture can positively impact your customers.
Then, use your brand’s core point of difference to outline the expectations of how everyone can support and deliver the point of difference. For instance, great exercise is to get every department to articulate their role in delivering the brand idea.
Finally, connect with your people by tapping into the personal motivation for what they can do. This support your brand purpose, brand values, and core beliefs. Make it very personal.
M A R K E T I N G B O O K
b2b brands
the b2b playbook for how to create a brand your customers will love
As a B2B marketer, you know that the key to driving growth is a strong brand. But how do you develop and execute a winning B2B brand strategy? Look no further than the B2B Brands playbook.
Prepare to think differently about your B2B brand strategy with B2B Brands. We want to challenge you with thought-provoking questions and take you through our process for defining your brand positioning. Our goal is to expand your mind to new possibilities for your brand by using real-life examples of successful B2B brand positioning strategies.
We’ll start by showing you how to create a brand plan that’s easy for everyone to follow, ensuring that all stakeholders understand how they can contribute to your brand’s success. Moreover, we guide you through the creative execution process, including how to write an inspiring brief and make decisions to achieve smart and innovative communications.
Finally, we’ll teach you new methods to analyze your brand’s performance through a deep-dive business review.
Our B2B Brands playbook offers a wealth of knowledge and insights, including B2B case studies and examples to help you learn new techniques. It’s no wonder that 85% of our Amazon reviewers have given us a 5-star rating. So, join us on this journey to unleash the potential of your B2B brand.
