Crocus Communications

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How to Build a Brand for Your Business

brand strategyWhen we think about brands, we probably think about logos. Coca-Cola, Disney, Nike, Starbucks, Apple… But a brand is so much more than a logo.

A brand is essentially a promise to the customer. It communicates what you stand for, what customers can expect from your products and services, and how you’re different to your competitors. Your brand is what makes you more than just a commodity, it’s what creates loyalty among your customers and, if you’re really good, sometimes even love.

Ultimately what you’re trying to do is create a distinctive and cohesive brand experience for your customers over a period of time and across different touch points. In theory, this means that if you hide your brand name then your consumer can still identify the branding elements as being associated with your particular brand.

To achieve this, you’ll need to choose those core equity elements that will really represent your brand in the eyes of your customers and will become associated with, or perhaps are already associated with, your brand. Playing around with these elements too much, making changes too often, will leave your customers confused, they won’t associate your advertising with your brand, they won’t find your product on shelf or online, and ultimately you will lose all the benefits associated with building a distinctive brand.

Here are 4 questions to ask yourself in order to build a brand for your business:

1. What’s your overall mission?

The best place to start to build your brand is with your why, your purpose. This is the reason you’re in business. It’s who you are, what you believe in, and why you exist.

A good example is Amazon: “Our vision is to be the Earth’s most customer-centric company.” If you’ve ever contacted their customer service, or seen some of the fun conversations that have gone viral (most recently, Thor speaking to Odin – Google it if you haven’t seen it), you’ll know that they are doing all they can to live up to this mission.

Another one is Nike: “To bring inspiration and innovation to every athlete* in the world. *If you have a body, you are an athlete.”

Having a purpose is becoming ever more important as Millennials and younger generations favour an emotional connection with a brand, and a degree of social responsibility, as they make their purchase decisions. Your brand purpose will also determine the overall direction of your company, it will guide your decision making, and it will shape your strategy going forward.

2. What qualities do you want customers to associate with your brand?

What does your brand stand for? What are the key messages that you want to communicate about your brand?

Established brands are likely to have very clear attributes associated with them:

  • If I say Volvo, you’ll probably think safety.
  • If I say Apple, you’ll say something like design or innovation.
  • If I say Disney? Imagination, magic, family…

What are the words you want people to use to describe your brand? Note that these should be broader concepts, not products. If Apple stood for computers, they would never have been able to successfully expand into mp3 players and phones; nor would they have inspired such fierce brand loyalty.

In order to get these qualities firmly associated with your brand, they’ll need to be distinctive versus your competitors, relevant to your customers, and credible based on what your brand actually does. Once that’s established, everything you do will need to support and reinforce those qualities.

3. What benefits does your brand provide?

Your benefits are how the products or services you provide will actually help your customers.

The first type to consider are the functional benefits. This is not just a list of the functionalities of your products, however. As an example, Steve Jobs first sold the iPod as “an amazing little device that holds 1,000 songs… and it goes right in my pocket” – highlighting what the product could do for you in real-life terms, rather than simply giving you the technical specifications, “with a 5 GB hard drive”.

The second type are the emotional benefits. When I worked on marketing perfume, these were pretty much the only benefits we had to communicate about – beyond simply ‘smelling good’, a perfume is all about the story, an emotional insight that involves feeling sexy or confident, for example.

Looking at those benefits that you’ve identified, make sure you distinguish between those that are the same as your competitors’ benefits – ‘points of parity’ – and those that are different, or better – ‘points of difference’.

4. How will you bring your brand to life?

This is where the logo comes in and you probably have that already, as it’s something that most people do right away. Think beyond the logo, however: Do you have a tag line? What are your brand colours? Typography, fonts? Imagery? Music? Pricing?

What’s your brand personality? What tone of voice will you use [see also Shut Up and Let the Brand Speak: Finding Your Tone of Voice]?

In order to build a consistent brand identity, you’ll need to be consistent in terms of these executional elements. Think of the Nike swoosh; the red you associate with Coca-Cola (and which they recently made more prominent in the re-design of their different product lines); the distinctive shape of the Pringles can, instantly recognisable; Red Bull’s “gives you wings” tagline…

Now this doesn’t mean that you have to keep each and every aspect of the branding the same for all eternity; your brand can and should evolve over time (although be prepared to face your customers’ wrath if you make too drastic a change!). When you have a new business, however, and you want to build a brand, you’d do well to be very consistent as you try to construct an identity – an authentic one – in the minds of your customers over time.

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5 Basic Principles of Effective Web Design

These days, only the most remote and old-fashioned businesses remain ignorant of the necessity of having a website; but unfortunately that doesn’t mean that we all know what we’re doing. Clunky websites that are slow to load or impossible to read on mobile phones are surprisingly common.

But you don’t need to spend big budgets on big agencies to get an effective website for your business. Whether you go it alone on a platform like WordPress or you brief a designer to create a bespoke site, there are some basic principles of effective web design to bear in mind…

1. Start with your business objective

What is the purpose of your website? What action do you want your visitors to take? Do you want them to read your blog posts? Sign up for your newsletter? Buy your product? Clarity on your number one objective will help you to focus on the most crucial information ‘above the fold’ (i.e. within the first part of the website that is visible without scrolling), with a clear call to action (a green button has been shown to work well!). This focus will also mean that you can get rid of all that clutter that doesn’t really contribute to your objective; white space can be very effective.

2. Make the navigation simple and intuitive

You may think you’re being creative with some never-before-seen design but all you’re doing is creating barriers between you and your potential customer, and the likely outcome is that they will simply give up and leave. People tend to read from left to right, they’re used to horizontal menus at the top or vertical menus down the left, and they’re impatient and will drop off if they have to go through too many steps or clicks. Bear this in mind and follow the basic conventions so that people feel immediately comfortable and can get straight to work with finding the information they’re looking for.

3. Make sure it’s mobile friendly

A lot of small business websites still don’t take into account the large and ever-increasing number of visitors that are using a tablet or a mobile. Depending on the nature of your business, the proportion of mobile users can be larger than desktop – so what’s the point in having some fancy design that simply doesn’t work for half your customers? Making your website mobile responsive (so that it adapts to the screen size of the device) doesn’t have to cost an arm and a leg – many WordPress themes are mobile responsive as default, while if you’re working with an agency or designer you should specify this as a mandatory criterion of the site.

4. Keep the writing short and crisp

Don’t try to sound clever or get too creative with your writing, whether we’re talking about menu labels, call-to-action buttons, or the main body text on the site. Instead, make sure you’re using consumer language and avoiding jargon, highlight important words and phrases using bold and italics, break up long text with bullets and short paragraphs. Again, people are impatient and will be scanning the site for the information they’re after – confuse them or take too long to get to the point and they’ll get frustrated and go elsewhere.

5. Content, content, content!

Create content for your site that sits in the sweet spot between your business objective and your customers’ needs. Understanding who your visitors are and where they are coming from will help you to create relevant content that answers their most burning questions and keeps them coming back to your site. This content will help to build your credibility as experts in your field, build relationships with your customers and, of course, build your search rankings to get even more traffic to your site. Don’t forget to make the content sharable, so that your customers can spread the word for you; once you’ve created this content, you can also push it out yourselves in other ways, whether via email newsletters or via social media such as on Facebook, Twitter and LinkedIn.

Next time you’re on a website – perhaps you’ll be doing your online banking, or booking a hotel, or trying to find a local restaurant – we suggest you spend some time thinking about how easy it is to find the information you’re looking for, whether the design of the site helps or hinders you, and what you might learn from their mistakes. Never forget that you’re a consumer, a human being in fact, as well as a business owner or a marketer!

We’d love for you to share examples of websites that you’ve found to be particularly good, or shockingly bad, in the comments below!

 

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Shut Up and Let the Brand Speak: Finding Your Tone of Voice

We talk a lot about content in the online space, creating content, distributing content – but how do you make that content authentic and ‘ownable’ for your brand or company? Whether you’re writing 500-word blog posts on your website or 140-character tweets, it’s not just about the type of content that you publish, but the style of that content. Here, copywriter Alex Genn shares his thoughts on why defining your tone of voice is so important, and how you can go about doing so for your own business.

Tone of what?

We’ve all heard the term bandied around but what does it really mean? To me, tone of voice is the definition of how the brand speaks (in the written word). Brand language is how we put the tone of voice into practice. And it’s as much part of the brand as the logo, values, packaging or services. Usually it’s expressed through the written word, on the page, online, in social media, in videos (as voice over) or wherever. There’s also cross-over into design. The brand language can define where and when you capitalise words, how you punctuate, the format of dates and times, and anything else that’s written down.

What’s it for?

The tone of voice expresses your brand’s unique personality, reflecting the values, objectives and offering of the company. Crucially it does so in a consistent way. This re-assures the reader (customer) that the brand is trustworthy. So in the same way that you would have brand guidelines to ensure the logo always uses the same colour pallet, your tone of voice allows you to create a brand language guide that can ensure the brand expresses itself consistently.

How does it work?

Tone of voice is one of those things you’ll already be aware of but don’t really notice, at least not until it’s pointed out. For example, if you think about Innocent Drinks, their tone is light-hearted and earnest. It brings to mind a chatty, fun friend, who cares about your health. Now consider IBM; their tone is serious, traditional and austere. It feels like a consultant concerned about your business. The tone of each is very different but absolutely right for their business and for their customers. And both serve to re-enforce who they are as brands, as well as their understanding of their customers’ expectations of them as a brand.

What About Me?!

So here’s the tricky question for every business, large and small: how do you find your tone of voice? Well, the real question, and sorry to get philosophical, is actually: who are you? We need to define who the brand is first. Once we know that, we can understand their personality. And once we know the personality, we can define how that ‘person’ would speak.

It’s very common for companies to be so busy with the day-to-day business of servicing clients and selling their services that things like branding don’t ever move off the back burner. Especially when getting the brand defined seems so often to come with an enormous bill from a branding agency. And of course more than that, it can be contentious. After all, it’s easy for everyone at the company to agree about what you sell. But how do you find a consensus for who your brand is?

1. Who’s in?

The first thing you need to decide is, well, who’s deciding? Create a stakeholder group, making sure you include everyone senior or who would want to be involved, as if they only get involved later on they can de-rail the process, undoing all your hard work.

2. Brass tacks

Once you’ve got your stakeholder group, you need to start your company soul searching. You may have done this already; you might have already defined the company’s core values, its mission and its objectives. You might know exactly how these are perceived by, and relate to, your customer and staff. If so, great, if not, you need to get cracking.

3. Making it human

Once you’ve agreed on how these key aspects of your company are understood, and connect with your customers and staff, you can move on to thinking about your brand personality – this is how you discover who your business is, to define how it speaks. This might feel like an odd process, applying something distinctly human to an organisation, but it’s crucial to establishing something that people can relate to, after all, people relate to other people, so it makes sense to give your organisation relatable human qualities.

4. Giving it a voice

Having defined a personality that everyone agrees fits the company’s values and objectives, you can move on to express how that personality talks. Is it serious, austere and wise or fun, impulsive and quirky? Whatever you decide, the language will fall naturally out of the personality. You’ll need to consider carefully everything about the way you use words, phrases, punctuation and grammar. For example, a light-hearted conversational tone will use more relaxed grammar, shorter sentences and words, and colloquialisms. Conversely a more serious tone will use traditional grammar, longer sentences and words, and generally more formal terminology.

5. Setting it in stone

Once you’ve defined your voice, you need to make sure it relates to where it came from. So have a look at those values we talked about earlier. How does the voice you’ve chosen express them? Which phrases and ideas express each value best? Create some examples. Of course you need to make sure these also reflect the personality. These are the building blocks of your brand language document. Give everyone in your organisation (or at least in marketing/communications) access to this document and it can ensure consistency across all your brand communications.

Remember this is a creative process. Have fun with it!

 

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Talking to your Fans: Remembering that you’re human, too

As marketers, we want people to buy our products. We want them to love our brand, to choose us over our competitors, and to remain loyal to us forever. We’re passionate about our brands and our products, and we expect others to feel the same way. So we put our beautiful advertising campaign on our website, we talk about all the amazing features, we extoll the product’s virtues on social media. We want to do more posts, more ads, more, more, more!

Take off your marketer hat for a moment and think about how you interact with brands as a consumer. What do you search for? What do you enjoy reading? Which types of posts to do you engage with, if any, on Facebook and Twitter? Why would you care about a particular message? Why would you comment on it, or share it with your friends?

Remembering that we’re consumers as well as marketers, that we’re real human beings who are also buying and using products that are being marketed by other people, can be a helpful sense check when we’re creating our marketing campaigns.

Take Facebook, for example. Paul Adams, who was working in their product development team at the time, did a lot of research on social behaviour and has talked about the human aspect of interactions in social media, including an insightful talk on “what people share and why”.

So what are people doing on Facebook? How are we engaging with our friends and families? Adams explains that liking, commenting, and sharing are just tools that essentially represent the same thing: talking. As much as 70% of those conversations are related to personal experiences or other people in their lives; importantly, they also mostly focus on feelings rather than facts.

Adams finds that there are four main reasons why individuals talk on Facebook:

  1. To make my life easier
  2. To build relationships
  3. To help others
  4. To craft our identity

If that’s the case, then how can we as brands fit into these conversations in a natural way? How can we avoid being seen as that big corporation disrupting your daily life by pushing an unwanted marketing message at you?

1. To make my life easier – Many of us post questions on Facebook when we want input from our friends on anything from restaurant tips to technical support. As a brand, you can tap into this by providing advice related to your business, giving recommendations, sharing tips and tricks that can help your fans in a way that creates value in the consumer’s broader lifestyle beyond your specific product. Make-up brands can provide how-to tips on getting a particular look, food brands can share recipes, laundry brands can tell you how to get out that pesky red wine stain…

2. To build relationships – Fundamentally, Facebook is about connecting with other people. We share common hobbies and interests, we publically declare our love for our partners, we laugh at inside jokes, we tell people happy birthday or congratulate them on their promotion. You can do this too: entertain your fans with quotes or pictures, thank them personally when you reach a certain milestone of fan numbers, reward them for their support with exclusive access and special promotions…

3. To help others – As well as asking for help from others, the other side of that interaction is that we’re often eager to return the favour. Why not ask for feedback from your followers, let them choose the colour or flavour of your next product? This can also be an effective means of limiting the impact of negative comments, by channelling them into constructive ideas instead. You can further encourage fans to help each other, asking them to share their own tips or advice.

4. To craft our identity – An important chunk of what we do on Facebook is expressing who we are as individuals; we’re fashioning an image of how we want to be seen by other people. Where do we work, who are our colleagues? Which football team do we support? Are we married, do we have children? What about religion, sexuality, politics? As a brand, you can enable your fans to express who they are. Ask them to take pictures of their book collections, tell you what their favourite flavour is, where they are going on holiday.

Of course, throughout all this, you need to be true to your brand. There’s no use in a pet food company giving fans make-up tricks, or an airline company telling followers how to grow vegetables in their garden. Sounds obvious, but browse a few brands’ social profiles and you’ll be shocked at what you will find.

So the moral of the story? Remember that you’re a human being as well as a marketer. Would you appreciate this message? Would you pass it on to your friends? If not, then most likely your fans wouldn’t either, and you might want to rethink that post…

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