As a reformed Brand Marketer I cannot help myself, but spin off the heels of President Obama’s, State of the Union address yesterday–still fresh in everyone’s mind. (I must shed my shameless opportunism.) Nevertheless, I cannot help stating that the health of the Republic was largely held together by powerful global brands born in the USA. Until now.
We have seen many epochs come and go in the field of, “selling stuff to the public”. It all started with the Town Crier, followed by printed Press, ergo “Marketing”, ergo “Emotional Branding”, ergo “Experiential Marketing”, and finally to “Word-of-mouth” (WOM). Note that I have not attached the words, branding or marketing, to the latter. WOM has been erroneously referenced as “viral marketing”, “peer-to-peer marketing”, “social media” and endless permutations. To the extent that no control can be exerted over this organically sprouted revolution, no suffix makes any sense; all these terms are oxymorons. WOM is wholly driven by the masses who now have access to each other on the internet. The internet has convened people around their owns ideas, behavior and beliefs, not those manufactured in ivory towers.
I consider the words of Marshall McLuhan, “is it the medium or the message” [that drives our future]? It is neither. The medium allows people to convene and share. There is no message; all words-of-mouth erupt spontaneously, organically. Words travel across nodes propelled purely by their attraction to other mouths. This is the central problem ailing brands and their stewards today: they are still manufacturing messages and sending them out into “the media”. The world’s esteemed media futurist, Gerd Leonhard, expressed in a recent interview, “are you using magnets or handcuffs”? Most brands are still using handcuffs and losing customers to the magnetizing effect of WOM.
As I key this in, I hear a message yelling at me in the background on the cathode ray tube, spouting claims of “joy and happiness” delivered by artery-clogging creme cheese in a :30 spot. Over-promising is an understatement; but, this is also testament, this brand that has lost its compass.
So what are brands to do? Many are attempting to survive as they discover from the internet consensus that they were never loved and that lesser-known alternatives are eating their lunch (now that the public has access to them). The mouths know the brands that are poorly made, unhealthy, wrought with negative history, ad infinitum.
At the root, brands must innovate and improve. Case in point, some brands are abandoning “high fructose corn syrup” now that the public is aware of its negative effects on their health; these adjustments may not suffice to obtain forgiveness from a public that now has many choices. Accordingly, brands need to get into the sandbox and humble themselves. They no longer reign over the sub-conscious of the public with their “messages”. Frankly, many brands have become irrelevant and should be retired; so when I present brand innovation as a solution, it may in fact be from inception, and not a make-over.
I also see humanization of brands through their Community Managers as a key shift. This requires a keen handle on authenticity and transparency of the information shared between communicators and the community. At the core all brands provide a utilitarian value; however, the mouths add value to this utility according to their world views and experiences. This is the key precept to this final revolution: the community managers do not add the value, the community does. These values may be social, emotional, or may actually extend the utility of the brand. Now, I am going to take a leap next. Here it comes.
Perhaps brands are confections of days gone by. Brands were conceived inside the organization, leveraging studies of mass segments which no longer have any definition in the aggregate. You will say, “yes, but what about Harley Davidson and Virgin”? A Harley is indeed an artifact that has resonated with a large population. All things Virgin are imbued with deeper expressions of “self”; accordingly, Richard Branson dropped from a tall building in a wedding gown. Both Harley and Virgin do limited advertising and branding; it seems their tribes provide their meaning, having had the wisdom not to inject their own ideas into their products and services. Freedom and individuality are no longer constructs leveraged by any brand in one-way media; these have returned to their intended inheritors, the 90% on the internet.
Brands now have to facilitate their users, providing verifiable value and bringing various communities together. These communities, also called tribes, will experience your brands in different ways; be prepared to offer many iterations of your brands. Now, read my last sentence again. If brands now require many iterations to suit many tribes, clearly this indicates that branding has ended. What do we replace branding with? Not wishing complicate the answer, I will go out on a limb and state, this is all you need : expressions of its tribes.
In the short term, many technologies such as QR codes permit folks to access rich information particular to them on the spot, even an on-going conversation stream specific to their inquiry. So now every product is branded to the one by the one. This is not Minority Report revisited; people have turned a deaf ear to corporations and opened them to their peers and friends. So that voice that Tom Cruise heard emanating from live billboards should have been from his peers, friends or family, “Don’t forget to pick up a litre of [our favorite] milk!”
In this final revolution, it is imperative that corporations listen in on conversation streams, learn, adjust, kill or give birth to new products and services shaped by their users and influencers. “So how do I advertise to reach people?” you say, holding fast to control. Aye, there’s the rub. You don’t. Now Google will be all atwitter over this comment; but, when you witness the evolution of advertising on the web, you see shifts over the years. Email is now opt-in. Advertising is opt-in. Attempts at old-fashioned intrusion fail, resulting in dropped views; you do not want this friction attached to your offerings. Truly, brands must now be publishers, broadcasters, and foremost, peers, building content around the stuff they offer and its context. Perhaps, brands are evolving into “content”. Recently, a major sports organization in Canada changed hands; the CEO in a press conference referred to this hockey brand as “content”. This incisive leader will navigate the new frontier with relative ease.
Stay-tuned for Part 2
















