Building a Brand

Regardless if you’ve been in business for years or are just getting started, building a brand for your company is critical for your business success. When we think of a brand the first thing that comes to mind for many of us are large, well known companies like Target®, Starbucks® or Home Depot®. These companies have done very well at cultivating their brand, and although you may not be a huge operation like one of these, there is still a lot you can learn and apply to your own businesses by gaining a better understanding of these brands.

So what is a brand?A brand is more than just your logo, company name or tagline. Simply put, a brand is a promise - a collection of perceptions in the mind of the customer that must be delivered upon consistently. A brand is different than a product or service; it is intangible and delicate. Just like a reputation you need to guard your brand carefully and listen closely to what others are saying so you can begin to influence their thoughts.

The logos of a strong brand can elicit an emotional response. For example, when you think of Target the image of a red and white bull’s-eye most likely comes to mind. Not only that, but you probably think of clean and friendly stores, shopping convenience, and helpful customer service. You’ll also notice that your experience at different Target stores will be consistent. This isn’t just by chance. Companies spend a lot of time and effort assuring that the customer experience will be consistent across stores, sales channels and within the marketing plan.

To begin building a strong brand you’ll first need to identify your brand characteristics and values. These are guiding principles for your company. Think of the adjectives, attributes, or emotions that you want your customers to say or think of when they mention your company or share a recommendation with a friend. Make sure these guiding principles align with your mission and goals. By taking the time to define your core brand characteristics you will be able to build a stronger business identity. For example, many people associate Home Depot with empowerment and helpfulness. Starbucks customers loyally return for more coffee because of the feeling of luxury and the high standards of service.  After you have your core brand values determined, only then can you think about what your brand should visually look like.

Your brand is the foundation for your business including operations, service, and products and of course, all marketing activities. Bringing your brand to life means embodying the brand in everything you do. The brand should be reflected whenever you talk to a customer or develop new products. If you are truly living your brand you’ll see your core brand values reflected in the way you attack problems, work with vendors and suppliers and even how you choose to communicate to any employees within your company. How can you be sure your brand is reflected in everything you do? Continually think about your customers. Always ask yourself, will my customers view this interaction as a reflection of my core values? Regardless if it is a support phone call, a purchase experience, or a simple interaction with an employee, every interaction will influence a customer’s perception of your brand.

We mentioned that consistency is important when refining your brand perceptions. Here are a few tools to help guide your brand.

Customer Personas
This tool will help you to understand your audience. If you take the time to really get to know your base of potential buyers you’ll be able to narrow down your audience (if necessary) and find the niche that suits your business. Pragmatic Marketing1 recommends a few steps towards building out your buyer personas.

• Read everything they read. This includes magazines, blogs, and YouTube® videos, anything relevant to your target audience.
• Attend seminars and monitor conference topics.
• Talk with sales people, suppliers and vendors.
• Gain information by talking with customers who have and have not purchased your product or service.
• Capture data through your website. For example, how did they find your website, through a Google® search or a link on a partner site?
• Conduct interviews formally or casually.

The bottom line - get to know your audience inside and out. Understand their needs, wants, and frustrations along with their habits, likes, and dislikes. Learn how they digest information, gain insight into preferred communication vehicles, and most importantly listen to what they say. Your core values, and thus your brand, should align with the behaviors and expectations of your customers.

Style Guide
A style guide is helpful in delivering consistency across your brand. It is a handbook that can be distributed through the company and even shared with vendors or contractors who are doing design work for you. Included in your style guide are guidelines for color, logo, and typography usage. You can include copy guidelines and legal requirements as well. It may seem like extra work but choosing specific colors and fonts and ensuring that those assets are used across all customer facing materials can make a difference in the level of professionalism and output of your creative elements. Additionally, if you decide to hire someone to create or update a website, flyers, or other brochure ware you’ll ensure a consistent look and feel across your marketing materials.

Elevator Pitch
This is one of the most essential elements of your brand – your elevator pitch. Also referred to as a cocktail party pitch, this tool is your 10-30 second brief on your company. We’ve all been there; someone asks you what you do or what your company does and then you are presented with an opportunity to make a lasting impression on a potential customer. You need to convey who you are, what you do, and why you do it, all within a sentence or two. It’s best to have this prepared, practiced and refined for different audiences. This is your opportunity to shine while talking about your business. If there are multiple people in your office take the time to discuss your elevator pitches with each other. The more consistent they are the better – remember every interaction with any of your employees is a chance to influence prospective buyers.

Now that we have taken a deeper look into what a brand is and how to develop it, here are some tools to help influence your brand. It is important to remember that your brand isn’t just about your company it’s about your customers and the relationship you have with them. Engage your customers in your brand marketing.

• Use testimonials and customer success stories in your marketing materials.
• Collect feedback from your customers and directly address questions, concerns, and thank them for any praise.
• Leverage a variety of marketing channels, including forums or a blog. Invite your customers to join in a conversation.
• Talk about your customers, not yourself or your company, in marketing communications; address their needs and share solutions for their problems.

It’s important to remember a brand is more than a name. It's the entire essence of your business -- who you are, what you stand for, and how you back up your promises. Your brand lives in the perceptions of your customers and you and others can influence that perception.

Reference: 1Effective Product Marketing, Pragmatic Marketing® 2008.