Kate's Collage
"Vinny Da Vendor"
"Benny Da Buyer"
Kizer & Bender
Memory, Paper & Stamps
Category Reports
Designing Perspectives
Scene & Heard

Creative Leisure News
306 Parker Circle
Lawrence, KS 66049
Phone: 785-760-5071
Email: mike@clnonline.com


A view of the industry through the eyes of independent and chain retailers.

Printer Version

Brand Aid

Building a brand is simple: consistency and attention to detail.

by Rich Kizer & Georganne Bender (August 17, 2009)

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 happen?

Ms. Weiss, the brand mastermind behind such companies as Build-a-Bear Workshop, says a brand begins with its story. What's yours?

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 shouldn't either.

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 recognition.

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™ blog: http://www.kizerandbender.blogspot.com. 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.)




horizontal rule

horizontal rule


Kizer & Bender's Recent Columns...
VISUAL MERCHANDISING, PT. II; Add new life to your displays by knowing how people browse and shop.

VISUAL MERCHANDISING, PT. I; Taking the mystery out of a well designed store.

SHEER INTENSITY! THE RETAIL BOOT CAMP; How to make 2013 a great year.

42 GREAT IDEAS TO "WOW" YOUR CUSTOMERS; Suggestions for your store and staff.

NEW YEAR, NEW ATTITUDE; Change is inevitable, and improving your employees' attitude can be done.

HOW TO OPTIMIZE YOUR SUCCESS AT TRADE SHOWS; Make sure you optimize your return on your trade show investment.

10 IDEAS TO JUMP START YOUR BUSINESS! Strategies to make 2012 a success.


"LISTEN TO YOUR CUSTOMERS, THEY'RE SMARTER THAN YOU"; Savvy, inexpensive ways to improve your customer service.

GENERATIONS 101; Different strokes (and strategies) for different folks.

HOW TO OPTIMIZE YOUR SUCCESS AT TRADE SHOWS; Straightforward advice that can increase the return on your trade show investment.

5 SUREFIRE WAYS TO ESTABLISH YOUR BRAND; Create a good story, then tell it.

WHEN BIG IDEAS DON'T WORK, IT'S OK TO MOVE ON! Learn from the example of a Las Vegas mogul.

IS YOUR BUSINESS "ZOOMER" FRIENDLY? Nine ways to make your store more convenient for older customers.

CRAFTING THE ULTIMATE CHARITY EVENT; Participating in cause marketing helps a worthy cause and promotes your business. Here's how to do it right.

FAUX SHOPPING FOR REAL RESULTS; Imagine all consumers are mystery shoppers because, in a sense, they are.

RETAIL IS IN THE DETAILS: HOW TO PLAN EXTRAORDINARY EVENTS; Planning, planning, and more planning.

5 THINGS YOU CAN DO RIGHT NOW TO IMPROVE CUSTOMER SERVICE; Customer service is an election every day, and your customers are the voters.

HAUL OUT THE HOLLY: IT'S CHRISTMAS TIME ON THE SALES FLOOR! Nine way$ to make your Christmas Merry.

WORD OF MOUTH: SOCIAL MEDIA 101; And a preview of upcoming seminars.

ARE YOUR READY FOR RECORD HALLOWEEN SALES? Thirteen ways to make it happen.

WE'D SHAKE YOUR ANTENNAE BUT WE'RE TOO TIRED; Has your business ever bugged a customer? Here's what not to do.

510 TIPS TO SURVIVE IN A TOUGH ECONOMY; When the going gets tough, the tough...

50 IDEAS TO INCREASE STORE SALES! Basic, simple, and effective.

COLOR PSYCHOLOGY: THE USE OF COLOR IN STORE DESIGN; Your store's color scheme can boost sales, or kill them.

TAKING CUSTOMER SERVICE TO THE NEXT LEVEL; It's a constant struggle, but with big rewards.

THE 360 DEGREE PASS-BY; Take a close -- and closer -- look at your store.

SOAR ABOVE COPY CAT COMPETITION; And fly away with more traffic, sales, and profits.

"ALEX, WE'LL TAKE 'THINGS THAT CHEESE US OFF' FOR $500!"; Perhaps it was a customer, not you, who infuriated a customer, but you still must deal with the anger.

WHY YOU NEED AN EXECUTIVE OF CUSTOMER EXPERIENCES; Someone to study what your customers do, act, think, and where they shop.


BOOST YOUR ECONOMY - CREATIVE A COUPONOMY! Profitable ways to use coupons.

THE SALES POTENTIAL IN PROMS AND SCHOOL DRESSES; Rich and Georganne interview themselves on a new retail sales opportunity.

MERCHANDISING SENSE; Strategies to help consumers see, hear, taste, touch, smell -- and then buy.

THE FINE ART OF ASKING QUESTIONS; The smart questions result in better sales.

20 PERCENT DISCIPLES; Your best customers can help you attract new customers.

DUDE, YOU'VE BEEN AIRLINED. AGAIN; These are "friendly skies"?

HOW TO OPTIMIZE YOUR SUCCESS AT TRADE SHOWS; Straightforward advice that can make a big difference.

IT'S THE CUSTOMERS DEFINITION OF SERVICE THAT COUNTS, NOT YOURS; Apple needs some help - and K&B's CHA seminar schedule.

IS THE CUSTOMER ALWAYS RIGHT? Manufacturers have to handle irate consumers, too.

TURNING LIONS INTO LAMBS; How an angry customer can become a loyal fan.

12 EASY WAYS TO MIND YOUR OWN BUSINESS; Simple, straightforward, and effective.

LOVE ME, LOVE MY KIDS; How to keep children happy in your store.

HE SHOPS, SHE SHOPS ... DIFFERENTLY; And that can make a big difference in your sales.

BRAND AID; Building a brand is simple: consistency and attention to detail.

CLANDESTINE RETAILING; CREATING NEW CUSTOMERS! Clever, creative, and inexpensive ideas.

TELEPHONE ETIQUETTE; Simple tips to make a good impression.

WHAT TO DO ON YOUR CUSTOMERS' VACATIONS; How to entice them into your store for summer fun.

STAKE YOUR CLAIM ... DON'T PLAY THE RECESSION GAME! Attitude makes all the difference.

HEY THERE! HI THERE! OH THERE! How a day at Disney can make you a better retailer.

STRAIGHT TALK ABOUT DIVERSITY AND DEMOGRAPHICS; What works for one group may hurt sales with another.


A MIRACLE IN RETAIL; What a hockey coach can teach you about building a great team.

THE CUSTOMER SERVICE CIRCLE; How your staff gets along with each other makes a big difference.


YOU HAD US AT "HELLO"; Simple, common sense ways to improve customer service.


SIX TRAINING TIPS TO GROW YOUR GREATEST ASSETS; Basic ways to make your employees more effective.

HOW TO OPTIMIZE YOUR SUCCESS AT TRADE SHOWS; Straightforward advice that can increase the return on your trade show investment.