Brand = promise in a personality – but: what is Brand Perception?

  • It’s not what you say
  • It is tied to what you do
  • It’s not your advertising
  • It is tied to your customer service
  • It’s not your social stance
  • It is how CUSTOMERS and potential CUSTOMERS see you

What drives Brand Perception?

1) Social Responsibility

  • Supports good causes
  • Environmental Responsibility
  • Community Responsibility

2) Emotional Appeal

  • Feel good about
  • Admire and Respect
  • Trust

3) Products & Services

  • High quality
  • Innovative
  • Value for the money
  • Stands behind

4) Workplace Environment

  • Rewards employees fairly
  • Good place to work
  • Good employees

5) Financial Performance

  • Outperforms competitors
  • Record of profitability
  • Low-risk investment
  • Growth prospects

6) Vision & Leadership

  • Market opportunities
  • Excellent leadership
  • Clear vision for the future

What’s Bad and What’s not

BAD

  • Bad Customer Reviews
  • Bad word of Mouth
  • Bad behavior by executives or employees
  • Bad products
  • Bad Business Practices

Not Bad

  • Social Stands
  • Honest Mistakes
  • Missing the mark Marketing
  • Disgruntled Employees (mostly)
  • Honest but mostly positive reviews

What can brands do?

  • Proactive Reputation Management
  • Respond to reviews!
  • Spend money on customer service
  • Take responsibility for actions

What can affiliates do?

  • Monitor your brand’s reputation. Tell them when you see a problem
  • Know your audience and what they are sensitive too
  • Push brands to do positive reputation management
  • Don’t risk your reputation with a bad brand. It’s not worth it.