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Saturday, November 21, 2009

Sony unwittingly teaches us a lesson about branding





There is an article at BrandChannel.com entitled, "Will Sony's Brand Revival Salvage Its Reputation?" that discusses Sony's tarnished reputation and diminished brand equity. The company has experienced some hiccups and problems while its competitors have come on strong. Amazingly, the article quotes senior executives at Sony stating that they are ready to "reinvent [Sony's] marketing" and that "[Sony] cannot just rely on the brand to sell products."

I find that statement amazing.

Great brands are not built on great marketing. Any brand equity built upon mere marketing will fade quickly. Great brands are built on real benefits delivered to customers.

Consumers want superior products and services and prefer brands that evolve and continue to keep promises...and consumers want those promises to be meaningful to them. In a day and age where just about every product category is crammed full of competitors who are pushing all products into a fast slide toward commoditization, it is more important than ever to build your brand on very real differences that matter to consumers over the long term. Sure, people might buy your product once but once they've experienced it that product had better live up to their expectations of the brand if you are hoping they are willing to pay a premium for it and make a repurchase decision.

Marketing is not going to solve Sony's problem. And what about this "can't rely on the brand to sell products?" Excuse me, the brand IS the problem in this case and if you cannot rely on your brand to sell product then why not just take your name off of it and OEM the product for somebody else?

Once a brand stops delivering on its promises then it will go into decline. If you promise leadership (however you define it) then lead. If you promise innovation then be truly innovative. If you promise quality then you darn sure better have higher quality than everyone else in your category.

Once people have set expectations about your brand you cannot relax. You must go about understanding what those expectations are and then deliver on them every single time. Falling short on customer expectations and then just tweaking your marketing isn't going to fix anything unless your new marketing goal is to lower those expectations. And if this is where Sony's is heading then they are further devaluing their brand and accelerating its demise.

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Tuesday, April 21, 2009

Capitalism and Marketing

Capitalism frees the human spirit to achieve, allows individuals to directly benefit from their own hard work and enables entire societies to self-regulate themselves and protect themselves from an oppressive or autocratic ruling class.

Capitalism upholds the right to private property and believes that individuals should be free to decide where to invest and what to produce or sell and what prices to charge with only minimal limitations. As marketers we understand that this also means that our customers get to choose how and where to spend their money, giving them the freedom to spend elsewhere whenever they want.

There is a growing movement throughout the world and in my country (the U.S.A.) to try to demonize the capitalistic, free-market system. Detractors point to greed and exploitation of resources--both natural and human resources--as the underlying fault of capitalism.

People who rail against free market capitalism often point to the relatively rare but high profile cases of excessive corporate greed and malfeasance as evidence that the whole economic system is a dismal failure. They propagandize about inefficient utilization of resources to demonstrate that capitalism is evil. They talk of unfair profits and price gouging.

The truth is that these practices of corporate greed and malfeasance simply cannot be maintained in a system of true economic individualism or capitalism.

The capitalistic, free market system is solely responsible for some of the greatest advances that mankind has ever known and has seen my nation grow from birth to lone superpower in the world in little more than 230 years, a mere blip in terms of world history.

The capitalistic, free-market system has proven time and time again that not only does it encourage people and entire societies to reach unparalleled levels of prosperity, but that it can also topple tyranny and protect against widespread corruption. Capitalism allows people to prosper and reach levels of success limited only by their dreams and imaginations.

The free market system drives people to achieve their highest potential and encourages them to be fair and ethical. If they are not, a competitor will seize the opportunity to compete for that share of the market because there will always be a competitor with a better cost structure, cheaper selling price or better business practices that consumers view more favorably.

Put in simple marketing terms, we consumers choose to do business with those brands and companies that we like and trust. We choose to reward brands that deliver value to us and that behave in ways that we see as acceptable. We don't reward companies and brands that don't measure up.

Unlike most other economic systems, there is no room for excessive greed, long-term price gouging and exploitation in capitalism. The system is self-correcting.

To be sure, there is a dark side to the human psyche and some managers succumb to the temptation to cheat, exploit or otherwise take unethical short-cuts in order to gain fame, money and profits.

Instances of managers behaving in such a manner underscore the weaknesses and frailties in people, not the economic system in which they operate.

The free-market system is actually the cure for unethical business behavior as capitalism will not tolerate such behavior in the long-run.

Consider the following:

  • If a company is operating in an unethical manner in the marketplace, consumers will flee from that company as soon as there is a better option. Consumers also understand that sometimes not purchasing anything at all is the best option.

  • The free market system encourages entrepreneurs and business managers to develop better alternatives as soon as they see an opportunity to compete for any given market.

  • Capitalism encourages seeking and creating the cure for corporate greed and malfeasance.

    What does all this have to do with your marketing function?

    Everything.

    If you as a marketer do not believe that a high sense of moral responsibility and ethical behavior is absolutely critical to your long-term success then you are in trouble.

    If you as a marketer do not believe that customers will flee from your company and your brands as soon as there is a better alternative then you are in trouble.

    If you as a marketer do not believe that earning the highest profit the market will allow is the fuel that drives innovation, and that profit is the foundation that allows you to constantly deliver increasing value to your customers and that it supports a higher standard of living for all concerned then you are in trouble.

    If you as a marketer do not believe that the best way for you and your company to do any lasting good in this world is to first earn enough profit to stay in business then you are in trouble.

    You and the head of your marketing department must understand capitalism and fully embrace its tenants and accept the awesome responsibilities that go with it. Once you do, your business will have a mindset that will allow it to soar to unprecedented levels of success.

    Build your business brands to prosper in a free market environment and you will be focused on enduring business success based on offering your customers superior, unique value that is continually enriching to both you and your customers.

    # # #

    This article is an adaptation from the free report, "5 Secret Marketing Tactics That Will Increase Your Revenue." Dave is also author of the e-book, "How to Build and Manage Your Brand (in sickness and in health)."

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  • Monday, February 23, 2009

    Pepsi's new identity and logo, Is this stuff for real?

    Love it or hate it, the new Pepsi logo has sparked a great deal of discussion.

    An internal agency document outlines the development of the new logo and I have to wonder if this stuff is for real.

    Is the Pepsi "energy field" on track or did they miss the mark?

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