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BRAND BRILLIANT
WAYS TO BE
EXECUTIVE SUMMARY
5 WAYS TO BE BRAND BRILLIANT summarizes five core beliefs we have
Dont start with awareness as a goal; start by getting people to interact with your brand
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Consumers crave brand content and context; you have to make it relevant and resonant
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TABLE OF CONTENTS
Introduction 4 Axiom #1 Conviction fuels conversion 5 Axiom #2 Ideas matter more than media 7 Axiom #3 People are okay with complexity (as long as you make it easy) 9 Axiom #4 Authenticity makes you visible (the opposite is true) 11 Axiom #5 People power marketing 12 Talk to Jack 14 About Jack Morton 15
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INTRODUCTION
Josh McCall
Here at Jack Morton, we like big ideas and we like talking about them as much as any other agency. More so, perhaps, because we come at this field from a unique point of view that of a brand experience agency. We have a way of seeing the world that isnt quite in line with conventional wisdom and traditionally conceived marketing. We feel pretty passionately so we spend a lot of time engaged in conversation with clients, colleagues and peers, sharing what we consider to be core truths about how to build brands today. Weve gathered five of what we consider the most important of these axioms in the pages that follow. Ive spent enough time with marketing and brand people to be a little nervous about offering them advice on how to be brilliant it feels a bit presumptuous. But we want to provoke a conversation. Were comfortable with debate. We dont claim to know or do everything (notice weve titled this 5 WAYS TO BE BRAND BRILLIANT, not the five only ways to be brand brilliant) but were serious about having the conversation. So please do tell us: What do you think? Do you agree? Wed like to know.
Were comfortable with debate. We dont claim to know or do everything but were serious about having the conversation.
AXIOM #1
process based on, for example, advice they actively seek out from trusted friends. And once theyre customers, its actual experience with the brand say, customer service that in large part determines future purchase. Ultimately, McKinsey concluded, marketers should focus less on the two ends of the funnel (awareness and loyalty) and more on the whole landscape of touchpoints and experiences that influence purchase. If theyre not part of the consideration set, if theyre not part of the conversation, they should (to paraphrase Don Draper) create disruptions that change the conversation.
THE
OLD
METAPHOR
THE WAY
FORWARD
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So, as it turns out, brand experience is actually very well-suited to a post-funnel world. Rather than spreading a thin layer of awareness across a broad population, engaging fewer people more deeply does two things brilliantly:
1. Provide direct interaction with the brand that fuels
real conviction and conversion. This is especially relevant for well-known brands that have fallen out of the consideration set; getting people to touch and feel your brand here and now is a way to make it relevant here and now. A circular journey means brands can opportunistically jump into the consideration set.
2. Inspire people to talk about your brand. According
Brand experience drives conviction and conviction converts triers into buyers and believers. Even if this happens on a relatively small scale, in industries with high-consideration products (like cars or consumer electronics) higher conversion rates rapidly add up to significant ROI for brand experience. But even in low-consideration sectors, brand experience can achieve mass impact as well. We use the phrase experienced by few, witnessed by many to describe the phenomenon of how a truly unique experience can captivate the attention of the worlds media and generate earned media coverage on a mass scale.
to our own research, the influence of word of mouth is enormous. Across geographies there is no more highly valued source of information about brands than people you know giving you advice and most people say theyll only talk about brands theyve actually experienced.
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AXIOM #2
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For us, its the idea thats special for brands and for people, not media and we feel vindicated by a couple of phenomena in the world today. The first comes from the world of marketing, where the most prestigious awards (such as the Cannes Titanium prize) reward ideas regardless of media. The second and ultimately more important phenomenon comes from consumers themselves, who in a recent study overwhelming told us that given all the clutter and noise in the world today, if a brand wants to get my attention it has to do something special. An owned media idea that a brand can leverage across media thats special. Great owned media ideas create special moments that capture peoples attention, or invent reasons to connect with your brand.
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AXIOM #3
PEOPLE ARE OKAY WITH COMPLEXITY (AS LONG AS YOU MAKE IT EASY)
Consumers crave brand content and context; you have to make it relevant and resonant.
Many of us can feel at times that were drowning in information: all those unanswered emails and unopened pieces of mail, all the ads we skip and brand-driven SMS messages we delete while cursing and mentally tallying up the bill. This sensation of information overload comes when were faced with content we havent asked for or that interrupts us without showing relevance. We may cite that statistic reported in the New York Times, that the typical western city-dweller is exposed to over 5,000 media messages daily. Exhausted yet? Lest we project that sense of being overwhelmed on the people were trying to reach, lets remember what the research actually shows. In fact, people really want and crave information about brands and products. They just want it on their terms, with content and context that suit their needs.
AXIOM #3 PEOPLE ARE OKAY WITH COMPLEXITY (AS LONG AS YOU MAKE IT EASY)
According to research conducted by Jack Morton: 7% of consumers say that information is my friend; 8 information turns them from passive targets to active participants in the brand dialogue nformation about brands makes people feel I empowered and in control (and women are slightly more likely to claim this empowerment, despite being likely to note that there are more competing sources of information available) he top sources of information most likely to drive T purchase arent passive awareness vehicles such as traditional advertising; theyre more active engagementdriven sources like advice sought from or given by friends and family fter purchase, people continue to seek out relevant A information from brands and friends: to stay current on features, to save money, to be better consumers and to defect to a better alternative if their current brand doesnt keep them engaged
The trick is to make even complex information accessible and relevant. Face-to-face brand experiences connecting people who have an interest in the brand with people who can speak on its behalf whether paid company staff or inspired advocates provide a terrific platform for content and context. But so do great stories well told. A favorite recent example is Chipotles Back to the Start video, which started out online before being deployed as the brands firstever national US ad, sparking robust dialogue about a very complex subject along the way.
AXIOM #4
to sponsorship treat it as more of a collaboration than a transaction. They dont just tick a box and gain the exclusive slot for their sector. They look for the authentic intersection of shared passions and values for the property, the fans and their own brand, and build from there. Ultimately, authenticity is very hard to ignore. Love it or hate it, it does get noticed. Sadly, the opposite is also true.
AXIOM #5
How can brands maximize the opportunity to engage people to deliver a great brand experience? As a start, they can prioritize programs that prioritize internal and business audiences. They can also elevate the content, design and marketing savvy for these campaigns: if brands expect their retail partners staff to get excited about their products, they have to work to make their products exciting (just like they do in their consumer advertising).
With all our understandable excitement about technology and media platforms today, we tend to forget that a lot of the marketing that matters is actually delivered or influenced by people. The better marketers can equip people to influence other people, the more successful theyll be.
CONTACT
Liz Bigham
TALK TO JACK
liz_bigham@jackmorton.com
Tweet: @jackmorton Join the dialogue on Facebook Comment on our blog about brands and experiences
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JACK MORTON WORLDWIDE IS A GLOBAL BRAND EXPERIENCE AGENCY WITH OFFICES ON FIVE CONTINENTS. OUR AGENCY CULTURE PROMOTES BREAKTHROUGH IDEAS ABOUT HOW EXPERIENCES CONNECT BRANDS AND PEOPLE IN PERSON, ONLINE, AT RETAIL AND THROUGH THE POWER OF DIGITAL AND WORD OF MOUTH INFLUENCE. WE WORK WITH BOTH BTOC AND BTOB CLIENTS TO CREATE POWERFUL AND EFFECTIVE EXPERIENCES THAT ENGAGE CUSTOMERS AND CONSUMERS, LAUNCH PRODUCTS, ALIGN EMPLOYEES AND BUILD STRONG EXPERIENCE BRANDS. RANKED AT THE TOP OF OUR FIELD, WEVE EARNED OVER 40 AWARDS FOR CREATIVITY, EXECUTION AND EFFECTIVENESS LAST YEAR, INCLUDING BEST NEW PRODUCT INTRO, BEST MEDIA EVENT AND EMPLOYEE CAMPAIGN OF THE YEAR. JACK MORTON IS PART OF THE INTERPUBLIC GROUP OF COMPANIES, INC. (NYSE: IPG).