Brand Loyalty often Misunderstood
Having Brand Loyalty is a hugely important advantage when you’re in business, but often misunderstood. Loyal customers are a business’ lifeline in tough economic times. But brand loyalty is often wrongly attached to the product or service. A typical example is a TV product called Two and a Half Men, which faced that reality last week when most of the record 27.7 million viewers of the revamped show with Ashton Kutchner replacing Charlie Sheen, came to the conclusion that Sheen-acting-Sheen was probably the entire attraction of the show, in spite of being surrounded by a myriad of funny actors playing off his persona. Of course we will give Chuck Lorre’s writers another chance or two before switching to another channel, as brand loyalty will slowly reveal that it is not the product but the person delivering it, that creates the loyalty. Charlie Sheen’s brand on Cable channel Comedy Central in turn commanded an aggregate 10 million viewers that same evening with the Charlie Sheen roast, making it the most-watched roast on the Cable network ever, and the most watched show of any kind with the targeted audience of viewers between the ages of 18 and 49. That’s brand loyalty for Charlie Sheen, who apparently still is “winning”, settling his $100 million lawsuit amicably.
Marketing experts have known for a long time that people were never really loyal to individual products or services, even though they often say they are. It’s the brand that they are loyal to and the brand is always the person that represents the product or service. Service companies have known this for a long time and through non compete clauses and other tricky legalese tried to restrict their top people when leaving the company. To the customer they are the brand. If you drive Ford or Chevy for many years it’s most often the dealer who is the brand’s face. It has always been like that and to prove it just think how easily we claim “ownership” of people that do something for us with the phrase: my handyman, my gardener, my mechanic, my dentist, my postman, my webmaster, my doctor, my financial adviser or my broker. We don’t become “possessive” with the use of the word “my” unless there is a degree of loyalty involved.
Corporations know this. Communications and Insurance companies, Grocery stores and Supermarkets, home improvement giants like Home Depot, Lowe’s and even Wal-Mart have turned their branding efforts to people.
You are a Social Search Brand
So here is a suggestion for all of you out there who have websites. Pay very close attention to where video shows up and will show up in the next 10-12 months. Brands are moving much more rapidly through video !
For example, when you order that Best Seller on your Kindle or iPad watch what changes are coming your way! It’s likely that you’ll see a new “Special Embedded Video” edition rising up. What does this mean? It’s an amazing version of the entire book with multiple embedded videos scattered throughout the pages. Research Dave Ramsey’s book “EntrePreneurship”. Right on iTunes you’ll find a Special Embedded Video Version, which brings you even closer to his brand…. which is essentially, himself.
And the changes keep coming…
As I have watched Apple roll out their iAds it’s become quite obvious that we could literally be entering a time when there will be no use or need for web browsers as we know it, even though Facebook’s changes last week were all aimed at becoming a player in SEARCH. But think this through… if you’re on your iPad or Smartphone it’s not likely you’ll even USE your browser like you might have if you were on a laptop or desktop computer. You might start browsing Facebook on an App, move over to Hootsuite to check your Twitter feeds, mosey over to read a book and if you do need to use Google, it’s most likely you’ll do so through….. you guessed it, an app! And you’ll do it following people, messages, personal contact… not products or services! It’s called Social Search and the term was coined in 2009, waiting for the technology to catch up on what people want.
Things are changing and it’s so important that you not only begin to understand, prepare and ACTIVATE for these changes, but you need to get your brand’s message right. Mobile marketing demands even more now than ever that your BRAND be wrapped around who you are and what you do.
Plain English? People want to see YOU and YOUR face and what you stand for on their mobile devices, not a glorified overly done flashy website.
When thinking through your brand, it’s important to ask yourself “Who Am I?” but remember, the answer to this question must lead to what people view you as. This might be a bit different than how you see yourself!
If you’re a professional and are used to being called “Dr So and So” or “Vet So and So” that is not going to work with branding. What you DO for people is where the focus needs to be.
This information will be hard for some to swallow but your college education, degree and investment into that Ivy League University means NOTHING when it comes to your brand, long term.
What does matter, what is BIGGER than that, is what do people want YOU for ahead of all others? Do you make people well quicker? Do you make them money. Is your advise helpful in their custom circumstance? Can you improve their health, their skills, their lives, their happiness, their income, their self confidence? This is part of your brand. If you’re a naturo-physician or therapeutic masseuse, do you treat people breaking all rules of traditional medicine? Than this would be a great brand-leading message. What result do you bring people? What are YOU an expert at? This is your brand. This is what people will know you as and remember for. Before the world wide web, you could not afford any profiling like this, but today it is at your fingertips or smartphone camera.
It’s important to not wrap our brand around our product or service. Always remember that people are never loyal to products or services. To get your brand into the minds and the hearts of the right people, my friends… wrap your brand around Y-O-U. That is why Facebook last week announced a number of ground breaking changes that all deal with emotional attachment at the center of the issue. Social Search is the Word of the Year. Watch Google’s Matt Cutts explain the essence of real content and in the process become the Face of Google.