This blog provides practical information on brand research, strategy and positioning. It also covers brand equity measurement, brand architecture, brand extension and other brand management and marketing topics.
Sunday, February 16, 2025
The Demise of the Tesla Brand
Tuesday, January 7, 2025
Your Brand is the Gestalt of Its Touch Points

While marketing professionals historically thought of the brand and its positioning as being primarily the result of its identity system and marketing communication, because the brand is owned in the mind of its customers, it is really the gestalt of all of its touch points. Brand managers have been talking about customer journey mapping and customer touch point design for the past two decades. However, it would behoove marketing professionals to occasionally revisit all of the ways their brands make an impression on the customer.
Does the brand's website make it easy for customers to reach someone at the brand if they have a question or a problem? Is the customer support telephone system easy to navigate? Are customers able to have their problems solved quickly or do they go through an annoying seemingly infinite loop of "press one for x, press two of y, press three for z"? How well trained are the brand's front-line employees? Do employee objectives encourage good customer service or are they more sales or profit driven? Have you ever waited an inordinate amount of time to be served at the counter of fast food restaurants or cafes because the front line employees are measured on drive-through efficiency, not on-the-other-side-of the counter customer service? Or how about filthy restrooms? Or unhygienic front line employees? Or user's manuals that are unclear and difficult to follow?
What does the brand's distribution strategy say about the brand? How about its pricing? Its product design? Its package design? How accessible is the brand? What value-added services does the brand offer? Does the brand provide competent technical support? What payment methods does it accept? How fast can it be shipped to one's house? How are returns handled? What do customer testimonials say? What do third party product reviews say? Does the brand have third party endorsements? Is the brand known through its community involvement or its charitable support? Does the brand publish a newsletter? Is its marketing automation well-thought-through and relevant? What is its social media presence like? Do YouTube videos feature the brand? Are customers acquainted with the brand through its sponsorships? Have customers seen the brand placed in movies or television shows? What is word-of-mouth on the brand? What are customers' family, friends and co-workers saying about the brand? Do the company's computer systems support easy purchase and use of the brand? Is the brand in the news? Is the brand news positive?
Yes, brand identity and marketing communication are important in the management of brand perceptions, but so to are overall company mission, vision and values, system and process design, user manual clarity, organization design, employee hiring criteria, employee training, common measures, individual job performance objectives, employee reward and recognition programs, product design, customer journey design, marketing automation design, brand-community involvement and company charitable giving among other company, brand and product elements that effect customer perceptions of the brand.
All of this speaks to the CEO being the ultimate brand manager, with the designated day-to-day brand manager reporting in at a very high level in the organization so that he or she can affect brand perception levers outside of just brand identity and marketing communication.
Friday, November 17, 2023
Marketing Courses for Christmas!
Give the gift of marketing expertise this Christmas!
Based on thirty years of experience crafting strategy for more than 200 brands, these are links to seven online marketing courses that I am offering through learnformula's The Marketplace. They are extremely reasonably priced from $10 to $15 each (US). They include videos, exercises, templates, worksheets, links to relevant online blog posts and articles and quizzes to test your knowledge. These courses are guaranteed to increase anyone's understanding of brand management and marketing.
Give the gift of marketing expertise this Christmas!
- Positioning Your Brand to Win
- Tapping into Human Needs
- Brand Research
- Developing the Brand Plan
- Brand Identity & Architecture
- Out-of-the-Box Marketing Techniques
- The Importance of Color in Brand Identity
Wednesday, March 29, 2023
Online Branding Education
I have created two new online brand management courses: (1) Positioning Your Brand to Win! and (2) Brand Research. If you have a couple hours to spare and want to dive deeply into these two topics, click on the links to begin your education.
Thursday, January 5, 2023
Blog Posts with Numbered Lists
- 100 Trends Shaping Our World
- 26 of the Most Common Startup Challenges
- 10 Ways to Successfully Position Your Brand in Overcrowded Markets
- 55 Ways to Sabotage Brands
- 20 Research-Based Findings Regarding Brands
- 39 Marketing Tactics That Work - Part 1
- 39 Marketing Tactics That Work - Part 2
- 39 Marketing Tactics That Work - Part 3
- 50 Growth Strategies
- 20 Brand Management Tips
- 6 Approaches to Brand Positioning
- The 12 Key Elements of Marketing
- The 10 Most Important Things to Know About Your Customers
- 25 Things Marketers Should Know About Brands
- 3 Common Brand Problems
- 10 Favorite Brand Management and Marketing Books
- 8 Common Brand Problems
- 7 Ways to Damage a Brand
- 7 Absolutely Brilliant Brand Names
- The 3 Things Every Brand Needs to Be
- The 10 Laws of Branding
- 10 Proven Ways to Align Your Organization with Its Brand's Promise
- 10 Sources of Potential Share Loss
- Top 10 Branding Mistakes
- Top 15 Actions to Build Your Brand Online
- 6 Powerful Ways to Differentiate Your Brand
- 50 Ways to Differentiate Your Brand
- 50 Things Successful Brand Managers Know
- The 6 Hottest Trends in Branding
- 10 Signs That People Do Not Understand Marketing
Monday, February 18, 2019
Will Brands Even Be Around in Ten Years?
As a brand strategy consultant, I have ridden the upward trajectory of brands and branding for the past 20 years. In the 1980s and before, brand management was mostly practiced by consumer packaged goods (CPG) companies. By the mid- to late-1990s, large companies were beginning to manage their corporate brands at an executive level. This was the timeframe during which I was put in charge of the Hallmark brand. Since then, brands and brand management has become ubiquitous. I have been called upon to brand museums, universities, trade associations and other not-for-profit organizations. I have also branded municipalities and geographic regions...and restaurants and medical practices and health care systems and medical devices and individuals. It seems that everything is branded these days.
And yet, there have always been prophets predicting the end of brands. Naomi Klein argued against brands (and, in particular, the consumptive environment they fuel) in her book, No Logo in the late 1990s. And many have come out since then either predicting their demise or calling for their demise. In fact, I have always wondered how long the phenomenon of branding would last.
So, here are my arguments for and against the end of brands.
Arguments for the end of brands:
- Big data analytics, automated sales funnels and individual targeting make brands far less important in the purchase decision process.
- Product and service quality have gotten so good across the board that almost any brand will meet or exceed our needs. Therefore it doesn't matter which brand we purchase.
- Information access provided by the Internet creates much greater brand transparency and gives consumers much more power over brands.
- No brand lasts forever and with the rate of technological disruption, increasingly, brands will come and go in a matter of years rather than decades or centuries.
- Because of the maturity of markets, few brands are really that different from any of their competitors.
- Most markets have gotten so hyper-competitive that most purchase decisions are now based on price.
- Mergers, acquisitions, venture capital (VC) takeovers and other significant changes in ownership lead to inconsistent brands that cannot be relied upon. This reduces the value of brands.
- Very simple, Amazon, Google and Facebook will end up owning the world. No other brand will matter.
- Brands are all about relevant differentiation and unique value propositions. If your products or services do not have these, they are commodities and their sales will largely be driven by price. No one wants this.
- While technology lowers industry entry barriers and allows for the emergence of new brands at a very rapid pace, it is only the long-term reputation of a brand that guarantees quality, service and desirable attributes. Brands are the way to break through the marketplace clutter to purchase something that you know you can rely on.
- Brands imbue products and services with human qualities. This is the only thing that can result in emotional connection with consumers and consumers are mostly driven by their emotions.
- Strong brands still result in many financial and other business advantages: increased sales, market share, profitability, stock prices, shareholder value and customer loyalty, decreased price sensitivity, increased ability to charge a price premium, increased ability to attract and retain talented and motivated employees and increased bargaining power with business partners.
- Brands can share powerful values with their customers, so much so that they can become the self-expressive vehicles for those shared values and the organizers of communities for people who share those values. This is an extremely powerful "glue."
Friday, February 1, 2019
Unleashing Brand Power
Saturday, November 17, 2018
Brand Aid
Thursday, July 5, 2018
Brands - The Broad View or the Narrow View
I tend to think about brands in the broadest terms, but others view brands in narrower terms. When someone talks about a brand others may or may not have the same understanding of what that person means. And when someone says he or she is a brand consultant, that person may mean it in the narrowest sense, the broadest sense or something in between. The same thing is true for the brand manager title.
This is the continuum of how one might perceive a brand from narrowest perspective to the broadest perspective:
- A name
- An identity system (name, icon, type fonts, colors, etc.)
- A unique value proposition or a promise of relevant differentiated benefits
- All of the above plus a unique essence and personality
- Manifesting itself as a unique and compelling customer experience
- Supported with a certain type and level of service and technical assistance
- Possessing a certain set of values and standing for something
- Pursuing carefully crafted customer engagement strategies
- With a thoughtfully designed underlying organization culture
- And a carefully crafted business model
- Led by someone with the perfect leadership style for the brand
- How one was schooled in branding
- How brand management and marketing was organized in the organizations in which that person has worked
- What that person's training and background is - graphic designer, copywriter, account executive, brand manager, marketing researcher, merchandising designer, digital marketer, CMO, general manager, CEO
- Whether that person's experience was primarily with graphic design firms, advertising agencies, media planning firms, marketing research firms, brand identity firms, web development firms, brand strategy consultancies, general management consultancies, staff marketing positions, line marketing positions, sales positions, organization design/organization development positions or something else
Tuesday, April 3, 2018
Brand Management Today
In the past 30 years, I have witnessed significant changes in brand management and marketing. In this post, I will summarize what has stayed the same, what has changed significantly and what some of the most important considerations in brand management and marketing are today.
What has remained important over time:
- Having carefully identified the brand's target customers and having gained deep insight about their hopes, fears, attitudes, values, needs and desires
- Identifying and communicating the brand's unique value proposition
- Having developed a well-thought through brand identity system and being consistent in presenting the brand's identity
- Being trustworthy
- Being dependable and responsive
- Product/service innovation
- For some brands, serving as a status symbol
- Creating the total brand experience - customer experience design including customer touch point design
- Focusing on customer service
- Telling a compelling brand story
- Interacting with customers through social media
- Creating a seamless online and offline presence
- Gaining information on and targeting individuals
- Standing for something and sharing a set of values with customers
- Creating a community platform for customers who share the brand's values
- Being able to justify the value of specific marketing activities through measurement
- Delivering a good overall value, including delivering quality commensurate with price
- Humanizing the brand
- Giving the brand a sense of humor
- Surprising and delighting customers, adding an element of unpredictability without sacrificing dependability
- Treating the customer as an intelligent human being
- For some brands, taking a courageous and admirable stand on societal issues
Monday, December 4, 2017
Brand Manager's Span of Influence
- High emotional intelligence
- Good listening skills
- Strong verbal and written communication and persuasion skills
- The ability to subtly influence others
- Friendly assertiveness
- A good understanding of other business functions including organization design, finance and general management
- Systems design thinking
Thursday, October 19, 2017
The Importance of Brand Planning
"If You Don't Know Where You Are Going, You Will Probably End Up Somewhere Else" - book title by author David Campbell.
Hopefully, you have developed and are executing against a detailed brand plan. And hopefully, you are measuring the results against that plan.
Brand plans are much like business plans or marketing plans. You start with high level objectives. What are you trying to accomplish? Increased revenues? Increased profitability? Increased IAT (individual average transaction)? Increased brand awareness? Increased distribution? Increased market share? Increased brand loyalty? Adoption by new market segments? Changing brand perceptions? Dialing up a particular brand association? Changing the brand's unique value proposition? Increasing customer engagement?
These objectives are then supported by strategies and tactics. The tactics usually have budgets and timelines associated with them. And often there is an assigned "point person" for each tactic.
Numeric goals or targets may also be associated with each of these objectives, strategies or tactics. That is, the plan should have some metrics associated with it.
Finally, a plan is always an "ask" for a certain level of budget in return for a certain level of delivery against the objectives. That is, to some degree, a brand plan is a roadmap for achieving a specific set of objectives for a specified level of investment.
Plans can look out over a few years but given the changing nature of markets, they often require tweaking on an annual basis if not more often.
Even if you are in an extremely fast moving industry and even if you are consumed by daily crises, it is an important exercise to step back at least once a year to reassess if you are focusing on the right things to achieve organization and brand objectives. Brand plans reinforce a certain level of logic and discipline.
Monday, October 16, 2017
Twenty Brand Management Tips
Today, I am sharing twenty tips or "rules of thumb" about brands and brand management.
- The only thing that stands between a commodity and a brand is relevant differentiation.
- More than anything, your brand must be admirable. And, if not admirable, likable.
- In the long run, a strong brand will not completely compensate for a faulty product or service.
- Brands that stand for something of substance create more loyal customers.
- In general, broader distribution aids brands in two ways - increasing awareness and accessibility.
- Everything else being equal, brand accessibility will translate brand preference to brand purchase.
- Your brand must deliver a strong value. Value is the ratio of benefits (functional, emotional, experiential and self-expressive) divided by costs (monetary and time).
- Brand crises are inevitable. Planning for successful crisis recovery is critical.
- Brands are stronger the more targeted they are.
- Outside of demographics and usage, attitudes are one of the most effective ways to target brands.
- All marketing plans must be informed by in-depth customer insight.
- In general, strong brands share these qualities: trustworthy, responsive, reliable, innovative, service oriented.
- Online marketing makes it quick and easy to test the effectiveness of different messages and approaches.
- The increasing political polarization in the US creates opportunities to target based on this polarization.
- Increasingly over time, services and experiences will be more in demand than tangible products.
- If brand perceptions are a result of the total customer experience then brand managers have a very wide set of dimensions that they must manage or influence.
- The market for products and services targeted at the top 1% of income earners and asset owners is large and growing.
- In many ways, the notion of "reach and frequency" is still quite relevant. The importance of each will vary depending on what you are trying to accomplish.
- Increasing marketplace transparency will only hurt brands whose delivery does not live up to their promises.
- Never forget that you are only employed because your brand and its products and services are delivering something of value to their customers.
Thursday, September 28, 2017
Brand Aid
Joseph Rydholm, editor, Quirk’s Marketing Research Review
‘Brad VanAuken knows his stuff - and he knows how to share it with the rest of us in a clear and concise manner that will leave you feeling: "Now I get it!" With a tremendous understanding of how to take complex marketing systems and put them into an easy to understand, universal language, VanAuken brings the reader up to speed quickly and comfortably with simple terms and concrete examples. This book will serve well as not only a quick reference, but also as a step by step tool to creating a branding identity that will stand the test of time.’
John Copeland, program manager, National Arts Marketing Project
Keith Dinnie, Book Review Editor, Journal of Brand Management
John Greening, Associate Professor at Northwestern University in Evanston IL heading up the Brand Management specialization in the Graduate Medill Integrated Marketing Communications Program
'Since we first communicated, I have used your book in graduate level branding course for three cohorts. Simply, your book is a tremendous asset to me and my students. They rave how your content and writing style is so practical, direct and applicable. Furthermore, the cornerstone of the course is a group assignment where the students complete the Brand and Brand Management Audits for an organization of their choice. I couldn’t be more pleased and impressed with their effort and the quality of their work.'
Brian Vollmert, Assistent Professor of Marketing at North Park University
'The big idea: As a business leader, you know that every company, object, service, person or pet hoping to compete for public attention needs a brand. An enormous cottage industry has grown up around creating and improving brands, making it increasingly harder to cut through to useful, actionable information to help position your company’s products or services in the market. It should come as an enormous relief, then, that just about all the information you need has been compiled in a single book. The second edition of Brad VanAuken’s Brand Aid includes everything from a basic introduction to brand management to advice on leveraging and measuring your brand’s success.
Read it: Each chapter of the book includes an exhaustive list of tips, examples, case studies and more. The content of any given chapter is summarized in a handy, comprehensive checklist you can use to track your own branding efforts. The book’s cleanly organized chapters and checklists make it easy to dip in and out of if you don’t have time to read cover to cover. The writing is straightforward, easy to follow and almost entirely devoid of jargon. Extensive appendices offer many suggestions for further reading as well as useful resources for brand audits and online brand management.
Skip it: There’s really only one reason to skip this book: You already own the first edition, published in 2003. However, given the rapidly evolving nature of branding and consumer preferences, you still might consider an update.'
SmartCEO.com book review
'There are literally dozens of flags marking pages in my copy of Brand Aid. Pick up a copy, and it will undoubtedly look the same in short order. Brand Aid functions equally well as a troubleshooter for underperforming, established brands, and as a toolkit for launching new brands destined for legendary status.'
BrandingClass.com
'Powerful yet intangible, a brand is the personification of your organization. Learn to build, nurture, and grow a strong brand that inspires people, forges emotional bonds, and moves customers to insist on buying your brand.
This book guides you through the entire branding process, from using social media effectively to linking your brand to human needs.'
Advertising Educational Foundation
Publishers Weekly
‘Of all the books I’ve read on marketing and branding, this one is the shining star! I’ll also go out on a limb and assert that it’s one of the best books I’ve seen published by AMACOM.’
Roger E. Herman, Midwest Book Review
Anne Holland, www.MarketingSherpa.com
‘You will not want to be without this book in your library.’
Laura Schneider, About Marketing (http://marketing.about.com)














