A view of the industry through the
eyes of independent and chain retailers.
Building a brand is simple:
consistency and attention to detail.
by Rich Kizer & Georganne Bender (August 17,
Every marketer on the planet talks about branding and why it's so
important for you to brand your business, but they never actually
tell you how to do it. You can visit your favorite book store and
peruse the aisles looking for a how-to book, or you can click on
Amazon.com – Amazon has 51,166 different books on branding. And at
the end of the day, all you are likely to be is confused.
Branding isn't hard; it's easy. Easy as long as you understand
what it really is. And what it is not.
Your brand is more than the cool logo or symbol you spent hours
designing; it's more than the colorful copy in your ads, brochures,
packaging, or website; and it's more than just the name and/or
slogan you chose to represent your business. (Don't misunderstand us
here – each of those things is critically important to your brand
identity, but they are merely components used to build your brand.)
So, what's a brand?
Adrienne Weiss, CEO of Adrienne Weiss Corporation, a brand
consulting company and one of the foremost brand architects in
America, describes a brand as a "country, complete with its own
language, rituals, culture and customs." Let's apply that
definition to some of our most celebrated brands.
When you hear the word "Starbucks," or see their
familiar green logo, you think of more than just a place to grab a
quick cup of coffee. At Starbucks the culture is clear: it's a place
to kick back and enjoy a few minutes of quiet time. Starbucks
rituals and language are equally as visible. Before Starbucks, we
ordered our beverage of choice in small, medium or large. Now, we
speak "Starbucks" and are quite comfortable asking for a
Tall, Grande or Vente™ cup of coffee. In addition to more than
7,000 ways to enjoy our favorite beverages, the folks at Starbucks
have introduced us to their favorite music, movies, and books.
The journey from Las Vegas' McCarran Airport to whichever hotel
we are staying at always includes a detour to Fatburger: The Last
Great Hamburger Stand™.
The Fatburger phenomenon began in 1952 when Lovie Yancey served
up the biggest, juiciest hamburgers anyone had ever seen –
Fatburger was the only way to describe them. At Fatburger, you enjoy
your meal in a colorful and friendly place surrounded by Lovie's
other passion: groovy music. The Fatburger language is fun: you
don't order a hamburger, fries and a soda, you order a "Big Fat
Deal." The in-store signing is a hoot, too: "The
difference between our onion rings and theirs: We cry when we make
ours. You cry when you eat theirs."; "ATTENTION
CARNIVORES: Fatburger's this way. ATTENTION VEGETARIANS: Hey, look,
a tree."; and "They say cooked. We say cooked to order.
They say homemade. We say you big, fat stinkin' liar."
We can think of all kinds of companies with unique cultures,
language, rituals and customs, and we bet you can, too. These
companies have become household names because they have deep pockets
and raving fans. Your store may not enjoy national brand equity, but
you can become a local legend.
Your brand comes down to the emotional connection – the
physical reaction – customers feel when they hear your store name,
see your logo, visit your website, or walk in your front door. Your
brand is the concept you own in the mind of the customer; it's an
experience they can only get from you. So, how do you make that
Ms. Weiss, the brand mastermind behind such companies as
Build-a-Bear Workshop, says a brand begins with its story. What's
There is a reason you got into this business – write it down!
List the things that make your store special, unique and
unforgettable. Write about your own customs and language and
rituals. List everything that customers love about your store, and
the things that set you apart from your competitors.
That's just the beginning of your story. After you finish your
first draft, put it away for a couple of days, then revisit it with
fresh eyes. Once you decide that's who you are, let everyone in on
your store's story. Create a "60 second elevator
commercial" and make everyone associated with your store
memorize it. That way, the next time they are asked about your
store, they'll know exactly what to say. Use your story in your ads,
in-store signing, on your website – everywhere you can. The goal
is to spread the word about your uniqueness.
Branding requires discipline and it requires consistency. Every
single thing – the smallest details, like bags and price tickets,
associate attire, and the trash can in your ladies room, must tell
your brand story:
1. Choose a type font for your store name that works well
in all applications. Sometimes a font that looks great on a business
card is too hard to read when it's applied to your store front sign.
2. Pick a brand defining color(s) and stick with it. If
you chose a particular shade of blue as your core color, then this
is the shade you must use in all that represents your brand. So even
if a vendor suggests a signing kit in a different color at a reduced
price, you cannot buy it because that color is not part of your
brand story. Do you think Tiffany would ditch their trademark blue
boxes for red ones just to save a buck? Of course not, and you
3. Take a look at your sales floor. The layout, displays,
wall colors, choice of flooring, in-store signing, associate attire,
fixturing, etc., play a big part in defining your brand culture. If
your brand story isn't clearly evident, then it's time to change
your store décor.
4. Rethink your bags and boxes and gift certificates. A
plastic gift card might be okay for a mass merchandiser, but it's
just plain wrong for you. Your gift certificates should come in
something wonderfully handmade – the goal is to entice the
recipient into the store as quickly as possible.
If custom supplies aren't in your budget, invest in custom
stickers. Add them to generic boxes and bags for instant brand
5. Appoint someone the official "Keeper of the
Brand" and give that person ultimate control over what's
purchased and what's not. New signing program, ad campaign, or
website update? Run it by the KOTB first. If it's cool with the
Keeper, it's cool with the brand.
Branding's in the details. You have a head start because you
already have a name, and maybe even a logo, symbol or slogan. Be a
fierce defender of your brand story. Make sure it is always
represented as you intended it to be. And if this concept is new to
you, give us a call. We'll be happy to help you get started on the
road to brand equity!
(Note: Professional speakers, authors, and consultants,
Rich Kizer & Georganne Bender are nationally recognized experts
on customer diversity, marketing & promotion, and everything
that affects and interacts with consumers in the retail environment.
Each year Kizer & Bender speak to thousands through their
"Retail Adventures in the REAL World™" keynotes and
seminars. Their unique consumer insights are widely featured in the
media, including the ABC National News special report, "How
Stores Hook You." Their book, Champagne Strategies on a Beer
Budget!, has helped thousands of retailers improve their bottom
line, and their "Retail Adventures™" Blog is visited by
tens of thousands of readers each month. In 2004 they were named two
of the "Most Influential People in Retail Today," and
their popular magazine column, "Georganne & Rich on the
Road," won the American Society of Business Publication Editors
(ASBPE) Award of Excellence in 2004 and again in 2006.
You'll find thousands of strategies, tactics, tips, and
techniques to help you grow your business on their Retail Adventures™
They mean it when they say to call if you want to talk about your
store. They know how tough it is right now, and they're happy to
brainstorm ideas with you – they want you to succeed! The website
is www.kizerandbender.com and you can follow them on Twitter at http://twitter.com/kizerandbender.
To read previous articles by Rich and Georganne, click on the titles
in the right-hand column.)
© KIZER & BENDER . ALL RIGHTS RESERVED