How Are You Nurturing The Brand Experience?

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Mary Beth Kemp

It's that time of year . . . plants, pots, trip to the garden store, dirt, trip to the garden store . . .

We have a long narrow balcony that runs along our city apartment that I've loaded my husband would say, overloaded with plants. I'm still in my optimistic moment of urban gardening. The flowers are fresh, the strawberries are turning pin, and there are lots of little plants that seem to grow while we're watching not too many bugs, no strange blights . . . yet . . . a gardening honeymoon. 

It's a bit like the acquisition phase of marketing, full of promise. But what comes next? 

I've been writing periodically about how marketers need to mobilize their companies to deliver on the brand promise made, at all the points of connection with the customer, even when there are bugs and rotting leaves. In my research, I call it connecting the dots:  

Orchestrating diverse opportunities and all resources — within marketing, elsewhere in the company, and externally — to create a compelling brand experience that delivers value to the consumer, resulting in more successful products and services, more loyal customers, and stronger brands.

If you'll pardon the parellel, connecting the dots is bit like me watering, caring for, and troubleshooting for my garden throughout the summer and fall. 

In the spirit of the growing season, I wonder how you're doing in nurturing your brand experience. Would you take 15 minutes to answer our survey of marketing leaders? I appreciate your input. I'll use what I learn to structure a path to help marketers become better at connecting the dots. 

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Why Is Mobile Right For Your Brand?

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Mary Beth Kemp

My husband and I are in vehement competition for the mayorship of our home. While I'm the current proud holder of that little Foursquare crown, he'll have the perfect opportunity to steal an advance when I'm at Forrester's Consumer Forum in Chicago all next week. A sad defeat. You see, in our house, the Mayor doesn't take out the trash. 

That's what I love about mobile, the ability to link together the virtual and real worlds. But that's not the only thing mobile is good for. 

In my recently published research, "Mobile Adds New Appeal To Your Brand Experience," I challenge CMOs to think of mobile as an opportunity to raise the bar on the brand experience, by adopting or reinforcing three key characteristics of life on the go: immediacy, intimacy, and context.

  • Immediacy is, of course, about speed and time: Does the brand give a consumer what she needs — right now?
  • Intimacy means connecting with an individual: How does the brand change when its carried in his pocket? 
  • Context acknowledges that life has no commercial breaks: How does the brand stay relevant depending on where the consumer is and what she's doing? 
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What chief marketers do you want to hear from?

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Mary Beth Kemp

I'm preparing a panel discussion for our fall European Marketing and Strategy Forum about how marketing leaders have or are beginning to connect the dots of the brand experience.  If you're unfamiliar with the concept of Connecting the Dots, in my research I've defined it as:

Orchestrating diverse opportunities and all resources — within marketing, elsewhere in the company, and externally — to create a compelling brand experience that delivers value to the consumer...

In short, you could say it's about marketers making harmony out of chaos. 

In the panel I'm running, I'd like to chat with marketing leaders about how they have stepped up to define and lead the brand experience at their company, across different channels and often among diverse departments.  I'll ask them about their challenges, their worst surprise and their closest allies in trying to connect the dots.  And more...

I have some ideas of who I'd like to talk with, but let me open it to you, the audience:  who would you like to hear from? 

It may be a company that you like doing business with as a customer because it feels like they are taking care of you.  It may be a marketer you've read about or a company that intrigues you as they take advantage of technology.  It could be a colleague, a friend, or even - gasp - yourself. 

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What Role For The CMO In Social? The Research . . .

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Mary Beth Kemp

Last night, I hosted my first Tweet-up to talk about how senior marketers should approach social. Thanks to the team at Aspect and to the many lively tweeters and bloggers who were there. We'll do it again soon. Maybe we'll even get a 'real' French-speaking analyst, like my collegue Thomas Husson, to play along next time. 

So what did we talk about? 

In my just-published research "CMOs Must Orchestrate Social Initiatives" I call for marketing leaders to lead social. But when I say lead, I don't mean 'own'. The CMO, as the steward of the brand experience, must connect the dots of the company's social efforts around the consumer. 

The CMO must ochestrate social around the customer

The marketing leader has to help make sense of it all - not do it all. Indeed, every department has a role to play. I've outlined two distinct roles for the CMO to play: driving or shepherding, depending on the objective set for social. In both cases, these roles beg CMOs (and marketing staff) to act transversally, across different departments. 

This is a posture of sharing control - just like we talk about with consumers - which also must happen internally. Ideally, it should happen first internally . . .

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What Role For The CMO In Social?

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Mary Beth Kemp

Sorry, won't reveal the conclusions here (yet). 

We all know that Social Computing can have an important impact on the brand and on the brand experience. And that many people and departments around the enterprise have adopted social technologies. But therein lies the challenge -- how to best benefit from social when everyone is involved? And what role for the CMO? 

I'll talk about my new research on how CMOs should orchestrate their company's social initiatives next week at our Paris Tweet-up. And I expect not to be the only one talking. 

If you're in Paris the evening of May 4th - or would like to be ;-) - please join us.  You can find details and registration here: http://twtvite.com/ParisTweetupMBK.  I look forward to seeing you at Café Reflets - Centre Cerise @ 19 h. 

Marketers, are you connecting the dots?

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Mary Beth Kemp

Wondering if many of you, like I, have a love/hate relationship with a couple of brands?  You know:  love the product, hate the customer service; hate the website, like the store; like the experience or the prestige, but the product is so so…and so, so on. 

It’s the disconnection that grates on me.   My secret annoyance is with Apple; for which I’ve been a fan ever since my first IIci, bought at great expense two decades ago (gads!  and I admit it).  However, getting product hics and melted mother boards repaired have been real trials. Their customer service is certainly not as intuitive or as easy to use as their products.  My Apple ‘fandom’ is a bit…bittersweet. 

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