Digital Brand Experience: Google shares it’s thoughts on Brand

Digital Brand Marketing is about taking traditional concepts and rethinking how those practices can be streamlined and transformed into digital practices. I have repeatedly published on how so many businesses have taken the extreme approach to digital and social marketing. This has resulted in lost opportunities and negative impact on their brand.  

If you do not claim your brand, someone else will!

Social Media is but a tool or advancement in what people have done throughout all time, if your product is wonderful people talk, if your product is terrible people talk. The big change is how they talk, and how many people they can reach.

In traditional marketing it was found that November, December, July and August are the big word of mouth months. These are the times of year that people congregated the most for Holidays and/or Vacations. This is when word of mouth could really be capitalized on. Did you see what I bought, where we went, the quality of work the installer did, the product I would never buy again.

As Erik Qualman pointed out, “word of mouth”  is now “world of mouth”. Social Media is about having the ability to interact at any given moment and beyond the limitations of physical presence. Social Media thoughts, comments, reviews, posts, blogs, etc are almost all sustainable. The comment does not go away like a traditional conversation, the review, thought or post continues on to reach others, shared and searchable forever!

This has created three major issues in modern marketing.

1. The Company is not participating or facilitating their “brand”. Others are welcome to lay claim to it and control the information about it.
2. The Company rushed to execute and participate and did not consider the “brand” experience. How they facilitate and deliver a consistent experience across the different digital medias was lost. The worst continue to rush along making half measures to recover sections or parts of campaigns and services instead of rethinking the “brand” experience.
3. The Company has not learned how to use free resources to respond to the market. By not participating in Social Media the company cannot address issues and opportunities in real time. Surveys, Customer Complaint numbers are traditional, websites are 1.0, social media is engaging and seeking out the customers in their space. If you don’t seize information for your benefit, perhaps your competitor will!

An Anonymous Case Study for point 2:

A company decides that they wish to use twitter, they know its popular for news and marketing. The company creates accounts for 800 locations. The first mistake is made when they leave a default image in the service. A few months later they start to fill the profile image with the company logo. As a young marketing assistant learns about the personal interaction that twitter thrives from, the company starts to take “brand” accounts @GeoCompany and tie the individual name and a personal photo to the profile image. At this point the @GeoCompany John Doe has a picture of just a head shot with news updating from the company site. The profile area talks about the company and links to the company’s local site.

At each stage the half measure reviews have cost the company brand awareness. Something as simple as taking the time to think out the strategy would have saved the company’s social image as their claim to be social has struggled from day one. To date this company still has personal photos without proper branding on them. If the company takes the time to rethink the brand experience, they might decide to use something like this. @MorichesNews John Doe, with a Picture of John Doe accompanied by the Moriches News Logo in the corner or part of the frame, perhaps the background of the headshot. Provide a profile statement that looked like “John Doe is a reporter for Moriches News, a local source for issues and events. MorichesNews.com. An additional option, they could go one step further and develop a brand background to upload to the twitter accounts so that each twitter account looks consistent.

If you avoid your digital brand, or don’t invest quality time into the digital brand then you’re hindering your success. If you’re not listening to digital media you will not be able to learn about product opportunities in real time.

Here are two important videos from Google that talk about brand.

 

[youtube=http://www.youtube.com/watch?v=q71uXKEBXrw&feature=player_embedded]

[youtube=http://www.youtube.com/watch?v=hJuAvrHd3DU]

Sources:

• Erick Qualman
• How has digital impacted brand marketing?
• Winning the Zero Moment of Truth – Ratings and Reviews: Word of Mouth