Your Brand = More Than Your Brand
Tuesday, September 13th, 2011With Borders bookstores closing, everything that’s left is being liquidated for 70 to 90 percent off. It’s a great deal if you’re looking for Twilight books or anything by or about Sarah Palin, but with the stores pretty well picked over you’ll have to sift through the rubble with a fine-toothed comb to find anything worthwhile.
One of my finds this past weekend was James P. Othmer’s Adland: Searching for the Meaning of Life on a Branded Planet. Othmer writes about his big-agency experiences with honesty and humor.
I’m only about halfway through the book as I write this, but this bit is well worth sharing. It stems from a conversation Othmer has with Rick Webb and Benjamin Palmer, founders of The Barbarian Group, creators of the legendary subservient chicken. Webb is talking about branding and online gaming and Zipcar and such, and Othmer reports Webb saying this:
“When I think of ‘engagement’ and when I hear a CMO use it, I generally hear it in terms of time someone is thinking about my brand. I don’t hear it in the context of dialogue. We’re going to have to accept that this dialogue is more important than anything else. The dialogue is, in fact, the new brand. The way you converse and communicate with your consumers is your brand positioning.”
That last sentence may go a bit too far (there’s still a place for the product or service itself), but it’s also a fundamental truth about business today that speaks precisely to the pithy core of The Cluetrain Manifesto: markets are conversations.
How many companies pay close attention to every tiny aspect of their advertising … then virtually ignore the content of the email responses that customer service (or autoresponders) is sending out?
Companies are getting smarter about social media, but is that intelligence about using social media platforms as a broadcast channel or as a way to facilitate conversation?
Takeaway for marketers: We can never remind ourselves often enough that we’re not living in a broadcast economy anymore, we’re living in a conversation economy. Don’t stop listening.