Tag: branding

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To See and Be Seen: Why Representation Matters In Advertising

  • July 7, 2022

  • Eyes4Research

When brands make the effort to be authentically inclusive in their advertising, it can pay dividends in terms of customer loyalty as well as for their bottom lines.

Well ahead of the racial justice protests that took place in the summer of 2020, there was a consumer-driven push for brands to be more intentional about addressing representation in their advertising. Advertising has the responsibility to reflect society as it is, while also having the power to shape it into what it could be. As brands felt pressured to align themselves in support of the Black Lives Matter movement on social media, consumers began to hold them accountable for the lack of representation in their advertising (as well as on their senior leadership teams, which often results in a lack of diversity in customer-facing assets).

The continued evolution of social media means the platforms have become an unsolicited, real-time focus group for companies, giving consumers a direct line of communication to speak their minds about what brands are doing, even when it comes to their advertising practices.

People let their spending habits do the talking as well, and as is specifically the case with younger consumers, they only want to spend their money with companies whose brand stories are in line with their worldview. That perspective includes the experiences and life stories of everyone, and consumers are becoming increasingly vocal in their demands for brands to be more aware of inclusive casting and messaging in their advertising. When people feel consistently excluded, or underrepresented in a brand’s advertising, it can lead to the development of negative feelings about that particular company.

The failure of brands to make the effort to authentically prioritize diversity in their advertising broadcasts the message that they only value and want the loyalty of certain groups of people. That is a message that can be hard to shake off once it has been established.

The numbers bear out this desire on the part of the public for brands to actively aim for more diversity in their advertising.  In a study conducted by Facebook IQ in 2021, and partially published by Forbes, 71% of consumers surveyed stated that they expect brands to promote diversity and inclusion in their online advertising, but more than half (54%) don’t feel fully represented in online ads.  The study also found that 59% of consumers are more loyal to brands that commit to inclusion in their online advertising and 59% of that group prefer to buy from such brands.

And when it comes to Gen Z, a coveted demographic, a recent study by Microsoft, which specifically targeted the effects of inclusion in advertising on Gen Z, found that 70% of younger consumers are more trusting of brands that represent genuine diversity in advertisements, and 49% of them have stopped purchasing from a brand that did not represent their values.

So what can brands do to create more inclusion in their advertising and messaging, while also steering clear of stereotypical portrayals of minorities and other marginalized groups? In addition to the obvious goal of creating ads that consistently feature a more diverse cast, companies should keep a more multicultural audience front and center. 

Capturing that audience can be accomplished in a couple of ways, such as recruiting a diverse group of quality influencers who can be trusted to represent the brand effectively and speak authentically to their following and spark true engagement. Seeking partnerships with minority-owned media platforms is also a productive way to tap into their captive audiences while providing an opportunity to get valuable feedback from their leadership to prevent unintended bias or misrepresentation.  

Fostering genuine inclusion should become a clear objective as a way for companies to do business, both in the boardroom and in customer-facing endeavors, and should not be embraced just as a means to fortify their bottom lines.  Anything that is perceived to not be authentic will be quickly sussed out by consumers, and they will make sure that any misstep will live on in infamy online for a long time to come.

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It’s What You Hear: The Rise of Sonic Branding

  • May 24, 2022

  • Eyes4Research

Advances in marketing have gone hand-in-hand with advances in technology, which has created both challenges and opportunities for businesses. As companies realize that branding is vital to their success, because it connects them to their customers in a personalized way, they have also discovered that some technologies and methods are more useful than others. The idea of sonic branding is one such method that has allowed companies to connect better with their customers and expand their brands. How well a company utilizes sonic branding, though, is contingent upon many factors, not the least of which is how well brands understand their customers.

Sonic branding, which is sometimes referred to as “audio branding,” refers to any sound, audio cue, or jingle associated with a brand. The most successful brands today understand the importance and nuances of sonic branding and how to properly use it. A recent study by Visa found that 81% consumers had a more “positive perception” of brands that use sound or animation cues. Although the basics of this are simple, there’s a science behind it, and unfortunately many companies are not taking advantage of it.

Sonic branding has existed to a certain extent for about 100 years, but the current technology wave offers new opportunities for brands. So let’s take a look at the background and history of sonic branding, why it’s so important today, a few brands that effectively utilize it, and some potential future trends.

Old Meets New

The concept of sonic branding isn’t particularly complicated, nor is it very new. Sonic branding does, though, require the use of recording devices so its use in history has been limited in that respect. When radios became affordable and widespread in the 1920s, sonic branding soon followed with simple jingles and toons. By the time televisions became an ubiquitous part of American homes in the late 1950s, sonic branding had entered a new and slightly more complex phase. The repetition of certain jingles began “sticking” in consumers minds, causing them to identify with certain brands. The Rice-A-Roni jingle is one of these early examples, but there are many more.

The evolution from radio to TV was accompanied by an audio marketing shift from simple jingles to more targeting branding. The jingles remained, but they were added to, arranged differently in different contexts, and essentially given a life of their own.

Perhaps no other brand represents this shift from simple jingles to sonic branding more than United Airlines. In 1980, United began a sonic branding campaign to the tune of George Gershwin’s “Rhapsody in Blue.” Most customers probably didn’t immediately notice it, but by the 1990s – after United had used several different versions of the tune in commercials as well as in physical places they control, such as in airport terminals – the tune was an easily identifiable part of United’s brand. United demonstrated the importance of sonic branding, and before long other companies followed.

The Importance of Sonic Branding Today

So, it should be clear that sonic branding goes hand-in-hand with technology, which means that as our society becomes more technology driven and dependent on technology, it will continue to grow in importance. Although sonic branding has technically been around for 100 years, people now have nearly constant access to audio devices, expanding the reach of sonic branding. Presently, half of television and video is consumed through mobile devices, and this number is expected to grow.

Brands that effectively utilize sonic branding will not only recognize this trend, but learn how to use in a way that connects them with their customers. Two of the ways brands will do this are through sonic signatures and smart speakers.

A sonic signature is a particular tool or subset of sonic branding that involves just a few notes that are repeated in the same, recognizable way as a confirmation of an action. For example, when you boot your computer you hear the familiar Apple ring, or when you turn your phone on your greeted by the T-Mobile jingle. These and many more examples of sonic signatures can be fully realized with smart speakers.

Smart speakers, such as the Amazon Echo and the Google Nest, are growing in use and offer an opportunity for brands to gain more loyalty. According Mastercard CMO and author of Quantum Marketing, Raja Rajamannar, 25% of American households already have smart speakers and more will soon follow. Smart speakers will be increasingly used to reinforce brand identity through repeated sonic signatures.

But signatures and speakers are just a part of the future of sonic branding. In order to be successful with sonic branding, companies will have to bring the signatures together with the technology to create an experience the consumer will remember. As Rajamannar points out, Mastercard’s own sonic branding includes a “comprehensive sound architecture” that takes the consumer experience into consideration.

Successful Sonic Branding Examples

There are several examples of brands successfully utilizing this 21st century version of sonic branding, so much so that most people don’t consciously realize it. And it’s that unconscious nature of how sonic branding works that makes it so successful. We hear examples of this type of branding daily, throughout the day, which influences our spending patterns and brand loyalty. For example, there’s McDonald’s 2003 “I’m lovin it” jingle, which seems much older to most people. Insurance companies have also recently gone all-in with sonic branding, with Nationwide, State Farm, and Liberty Mutual all creating jingles and sonic signatures that are associated with their brands.

Because sonic branding is a tech based branding tool, it stands to reason that tech companies have embraced it fully. The catchy and noticeable T-Mobile jingle was mentioned earlier, but additionally there are the HP, Apple, and Dell signatures when you start your computer. But few tech companies have invested more in sonic branding than Netflix. In 2020, Netflix hired legendary composer Hans Zimmer to refine their sonic signature, giving their brand a new connection with their existing customers as well as a tool to recruit new customers.

To Use Sonic Branding or Not?

Companies are truly benefiting from using sonic branding, and marketing companies now exist that focus solely on sonic branding, but is it a good fit for every brand? If a brand uses recorded audio, podcasts, vlogs, or even telemarketing where customers are placed on hold, then they need to develop a sonic branding campaign. The reality is that today, with the way music, sound, and visuals are routinely combined in an array of forms and dispersed through a variety of devices, almost any company will benefit from sonic branding.

Sonic Branding and the Consumer

Sonic branding has many potential benefits for companies and consumers if it’s done correctly. The most successful brands today are those that know the consumer and build a strong relationship with their customers. Sonic branding represents a new frontier in marketing because it combines modern technology and trends with psychology in the form of jingles and signatures to create a “sound architecture.” When the association between sound and brand is automatic and unconscious, the full potential of sonic branding is being realized.

About The Author

Rudly Raphael is the Founder and CEO of Eyes4Research, a Chicago-based research and data collection firm that specializes in quantitative and qualitative research solutions. Rudly has more than 15 years of experience in the market research industry, implementing primary and secondary research for a number of high profile clients. He’s a frequent blogger and has published a number of articles in various online journals, magazines, and other publications.

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Brand Loyalty and the Future of Business

  • March 1, 2022

  • Eyes4Research

The last two years have seen a number of major events take place that have changed many aspects of our society, including the way we consume and do business. Consumers expect more from the products they buy and the companies they patronize, which is a trend that companies, small and large, must realize in order to better understand their customers. The growing trend of consumer identification with products and companies is known as brand loyalty, and the more companies know about it could be the difference between success and failure.

As the term brand loyalty gains more cache in business and consumer circles, it’s important to know what it means and how it’s being applied primarily in the retail world. In its simplest definition, brand loyalty refers to the positive association consumers have with a particular product or brand. Consumers show brand loyalty by not only buying a certain product or service, but doing so continually, and by promoting the brand via word of mouth and other passive ways.

The importance of brand loyalty cannot be understated, with one study showing that 61% of people are loyal to one to five brands, and that brand loyalty is increasing overall. So let’s take an in-depth look at the background of brand loyalty and the primary factors that drive it, including rewards, identity, accessibility, and quality.

Brand Loyalty Basics

It’s important to know that brand loyalty is a constantly evolving concept and that it entails more than just customer loyalty. Although brand loyalty and customer loyalty are similar, and elements of customer loyalty are involved in brand loyalty, customer loyalty is based almost solely on price and rewards. Brand loyal consumers are cognizant of price and rewards, but their loyalty is based more on experience and the perception of the brand’s quality and/or identity. Walmart is a good example of a business that has created plenty of customer loyalty due to its low prices, but minimal brand loyalty.

Successful businesses that know their customers realize the importance of brand loyalty. According to one study, 89% of Americans will support a brand they think has a positive impact on the world, and this trend is even more apparent with younger people, as the same study showed the nine to 11% of Generation Z and Millennials are more likely to support “purpose driven” brands than Generation X. As younger people become more brand loyal, though, it’s important to keep in many that brand loyalty can often be a capricious phenomenon.

The first step a brand can make toward better understanding its customers is acknowledging that brand loyalty is fluid and is constantly being influenced by an array of factors. Companies that dedicate resources to study these changing trends and use that knowledge in marketing campaigns successfully recruit new brand loyal customers while retaining those who are already loyal.

But marketing is only one very small feature of brand loyalty. The most important element of brand loyalty are the factors that drive it, which include loyalty programs, brand identity, product quality, and support for local brands. So let’s dive into these drivers and see how knowing about them allows for brands to know their customers better.

Changing Loyalty Programs

Today, many products and companies, from airlines to credit cards, offer loyalty programs for their best customers. Most of these programs offer “cash back” rewards, which has worked well to build some brand loyalty in the past, but more recently consumers want a little more for their brand loyalty.

The standard “cash back” rewards system is viewed as antiquated by many, who favor new types of rewards as well as new methods to convey them. Many younger brand loyalty enthusiasts favor pay-with-points (PWP) over cash rewards, which companies should be happy to use as it keeps those customers plugged into their brand. Perhaps influenced by the rapid emergence of crypto currencies, and its popularity among younger people, many consumers also prefer loyalty programs that function more like digital currencies.

Because loyalty programs have become increasingly defined by tech trends as well as consumer attitudes, brands that keep up with both will be able to better utilize loyalty programs that enhance and grow brand support.

Brand Identity

Perhaps the most unique aspect of brand loyalty, and many would argue the most important, is brand identity. Brand identity concerns how consumers view a particular brand, and in turn how they come to identify with it. In today’s ever changing retail landscape, brand identity has often come to be connected to a brand’s political and social ideas, which can push some potential consumers away, but more often instils a connection to a brand and fosters a sense of community. Two notable examples of companies that have successfully cultivated brand identity are Ben and Jerry’s Ice Cream and New Balance.

Ben and Jerry’s Ice Cream began as a small ice cream company in 1978 in Burlington, Vermont that focused on quality and unique flavors. Despite its often higher prices, Ben and Jerry’s ranks second in the US in total sales of ice cream at $936 million thanks in large part to the brand identity that its executives have carefully constructed.

A quick look at Ben and Jerry’s website reveals that it champions a host of liberal political and social causes, from gay marriage to black lives matter, and hasn’t been shy about naming some of its flavors after these causes. Although controversy has come on the heels of some of Ben and Jerry’s stances, and has likely cost them some customers, they have more importantly developed a core of consumers who are loyal to their brand in large part due to those ideas. There are several other notable companies that have taken public stances on the left of the political spectrum as part of their brand identity, but some companies on the right have also successfully taken this approach to brand identity.

Among brands that have recently fostered a more conservative political brand identity, none have been as successful as New Balance. The athletic shoe company New Balance began as a mom-and-pop business in 1906 in Boston, Massachusetts, but has since grown to be a $4 billion company that employs about 1,300 people in five American factories, with the primary shop based in Norridgewock, Maine. Globally, New Balance ranks behind Nike, Adidas, and Puma in sales, but it has a loyal consumer base due to the quality of its product and its “made in America” mantra.

Although New Balance operates factories in the United Kingdom and Europe that produce shoes for the European market, all of its shoes sold in the US are American made, which has been one of its key selling points. Like Ben and Jerry’s, New Balance has also waded into controversy over some of its stances, such as support for then President Donald Trump taking the US out of the Trans-Pacific Partnership. New Balance faced some media backlash and pushed some consumers away with its stance, but it consolidated the loyalty of its customers who believe in buying American made products.

Quality Brings Loyalty

In an era where it seems quantity is often preferred over quality, companies that focus on the quality of their products often find that it pays big dividends in brand loyalty among consumers. Sales and studies have shown that when it comes to many products, especially electronics, consumers are willing to pay more for quality, “hipness,” and customer service, and companies that can successfully combine all of these to create an excellent consumer experience are taking the lead. Perhaps no other company embodies this aspect of tapping into brand loyalty better than Apple Inc.

Despite usually offering more expensive items than its competitors, Apple has amassed a loyal brand following through a combination of dedication to quality and marketing/branding. There are currently more than two billion iPhone users in the world and hundreds of millions more loyal iPad, iPod, and Mac users who wouldn’t dream of switching to an Android or “PC.” Apple’s successful branding and development of its loyal brand following has allowed it to grow as a company and segue into other products, including Apple TV and gaming.

Local Brand Loyalty

The final driver of brand loyalty to consider is support for local business. Despite many brick-and-mortar businesses shuttering due to the lockdowns, some traditional businesses have seen a surge in support over the last two years. The National Retail Federation indicated in a report that 49% made purchases to specifically support local small businesses during the lockdowns. This sense of community that’s inherent in every region of the US, among all demographics, can be utilized to build local brand loyalty.

Local businesses that can tap into the positive feelings most people have for their communities by developing a brand identity may find success. After all, Caribou Coffee began as a small coffee shop in Edina, Minnesota in 1992 and found success by developing the brand loyalty drivers discussed here while keeping its local identity.

The Future of Brand Loyalty

In the coming years, the most successful retail companies will be those that know their customers and in turn are open enough so their customers will know them. Companies will develop relationships with their customers through a variety of drivers, including enhanced loyalty programs, clear brand identities, increased quality and service, and attention to local concerns that will ultimately develop brand loyalty. Companies that learn how to transcend being just a company or a product and instead become a brand that consumers are loyal to will be the primary force in the always evolving landscape of the retail and service industry.

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