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brandshareTM 2014 - Brazil

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brandshare: how brands & people create value exchange

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brandshareTM 2014 - Brazil

  1. 1. HOW BRANDS & PEOPLE CREATEA VALUE EXCHANGE Presented by Edelman Significa brandshareTM2014© Daniel J. Edelman, Inc.
  2. 2. A VALUE EXCHANGE STARTS WITH PEOPLE’S NEEDS CONSUMER NEEDS 2 People’s needs have changeddue to an increasingly complex and interconnected world. brandshareTM2014© Daniel J. Edelman, Inc.
  3. 3. CONSUMER NEEDS MATCHED BY WAYS BRANDS CAN FULFILL THESE NEEDS 3 BRAND BEHAVIORS Actions brands can take to fulfill these new consumer needs. brandshareTM2014© Daniel J. Edelman, Inc.
  4. 4. AND THE DELIVERY OF MUTUAL BENEFIT BRAND BEHAVIORS CONSUMER NEEDS 4 VALUE EXCHANGE Quantifiable value exchange based on shared contribution and benefit. brandshareTM2014© Daniel J. Edelman, Inc.
  5. 5. WE COMPARED CONSUMER NEEDS… 6 I can count on the brand to deliver consistent products or services The brand delivers what I need from a product or service 2 I want to be associated with the brand The brand is an essential part of my life I respect the company’s leaders I feel good about this company’s commitment to its community I feel the brand cares about more than itself 1 3 4 5 I feel good buying this company’s products or services 6 7 I believe in the brand’s purpose 8 9 brandshareTM2014© Daniel J. Edelman, Inc.
  6. 6. TO WAYS BRANDS COULD FULFILL THESE NEEDS… Shares company history and heritage openly Openly shares its vision for the future Is open about company performance and holds leaders accessible Communicates transparently about how its products are sourced and manufactured Takes a stand on issues of importance to individual consumers Offers many ways for consumers to ask questions and share opinions Is quick to respond to people’s concerns and complaints Helps people achieve their personal goals Invites consumers to participate in events and live experiences Invites consumers to interact online Invites consumers to represent products and services to their social networks 7 Acts with a clear mission and purpose at its core 1 2 3 4 5 6 Invites consumer participation in product development 7 8 9 14 13 Uses its resources to drive change in the world 12 11 10 brandshareTM2014© Daniel J. Edelman, Inc.
  7. 7. AND EVALUATED HOW THEY COMBINE TO DELIVER BUSINESS OUTCOMES 8 Purchase Recommend Defend 1 2 3 Share Personal Information Share Brand Content 4 5 brandshareTM2014© Daniel J. Edelman, Inc.
  8. 8. WE LEARNED THERE IS: Little value for the consumer in the current value exchange A new consumer need state that drives value Value in meeting emotional needs in new ways 9 brandshareTM2014© Daniel J. Edelman, Inc.
  9. 9. LITTLE VALUE FOR THE CONSUMER IN THE CURRENT VALUE EXCHANGE 10 brandshareTM2014© Daniel J. Edelman, Inc.
  10. 10. PEOPLE CONTRIBUTE. BRANDS BENEFIT. THERE IS LITTLE VALUE EXCHANGE. Shared relationship One-sided relationship 66 % 34 % 11 Q24: Overall, would you say that brands that ask you to share with them (i.e. personal information, stories, etc.) successfully share with you in return, or is it more of a one sided relationship? Q25: Do you think brands are motivated to share with you because they have a sincere commitment to their customers, or because they have a self-centered desire to increase profits? Sincere commitment to their customers Brands have self-centered desire to increase profits 70 % 30 % brandshareTM2014© Daniel J. Edelman, Inc.
  11. 11. PEOPLE CONTRIBUTE. BRANDS BENEFIT. THERE IS LITTLE VALUE EXCHANGE. Shared relationship One-sided relationship 67 % 33 % 12 Q24: Overall, would you say that brands that ask you to share with them (i.e. personal information, stories, etc.) successfully share with you in return, or is it more of a one sided relationship? Q25: Do you think brands are motivated to share with you because they have a sincere commitment to their customers, or because they have a self-centered desire to increase profits? Sincere commitment to their customers Brands have self-centered desire to increase profits 70 % 30 % brandshareTM2014© Daniel J. Edelman, Inc.
  12. 12. PEOPLE WANT MORE VALUE FROM BRAND RELATIONSHIPS Want more meaningful relationships with brands 87 % 17 % Think brands deliver 13 Q9:You will be presented with things that a brand could do to build and maintain a connection with you or customers like you. For each one tell us if you feel that the brands that you like are currently doing each of these things too much, just right, or not enough? [% who selected JUST RIGHT or NOT ENOUGH] Q11:Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]} brandshareTM2014© Daniel J. Edelman, Inc.
  13. 13. PEOPLE WANT MORE VALUE FROM BRAND RELATIONSHIPS Want more meaningful relationships with brands 73 % 21 % Think brands deliver 14 Q9:You will be presented with things that a brand could do to build and maintain a connection with you or customers like you. For each one tell us if you feel that the brands that you like are currently doing each of these things too much, just right, or not enough? [% who selected JUST RIGHT or NOT ENOUGH] Q11:Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]} brandshareTM2014© Daniel J. Edelman, Inc.
  14. 14. Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND] PEOPLE DEMAND GREATER RESPONSIVENESS… 78% 17% HOW THEY THINK BRANDS PERFORM GAP -61 PEOPLE SAY IT IS IMPORTANT 59% 18% -41 Gives many ways to ask questions and give opinions Respond quickly to people’s concerns and complaints GAP 15 brandshareTM2014© Daniel J. Edelman, Inc.
  15. 15. Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND] PEOPLE DEMAND GREATER RESPONSIVENESS… 87% 20% HOW THEY THINK BRANDS PERFORM GAP -67 PEOPLE SAY IT IS IMPORTANT 74% -54 Gives many ways to ask questions and give opinions Respond quickly to people’s concerns and complaints GAP 16 brandshareTM2014© Daniel J. Edelman, Inc. 20%
  16. 16. MORE INVOLVEMENT… Invites people to be a part of the development and refinement process 16% 52% -36 Communicates openly and transparently about how products are sourced and made 15% 68% -53 PEOPLE SAY IT IS IMPORTANT GAP GAP 17 brandshareTM2014© Daniel J. Edelman, Inc. HOW THEY THINK BRANDS PERFORM Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]
  17. 17. MORE INVOLVEMENT… Invites people to be a part of the development and refinement process 67% -48 Communicates openly and transparently about how products are sourced and made 21% 84% -63 PEOPLE SAY IT IS IMPORTANT GAP GAP 18 brandshareTM2014© Daniel J. Edelman, Inc. HOW THEY THINK BRANDS PERFORM 19% Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]
  18. 18. AND REAL CONVICTION FROM BRANDS 21% 58% -37 PEOPLE SAY IT IS IMPORTANT 15% -37 52% Uses its resources to drive change in the world Has a clear mission and purpose at its core GAP GAP 19 brandshareTM2014© Daniel J. Edelman, Inc. HOW THEY THINK BRANDS PERFORM Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]
  19. 19. AND REAL CONVICTION FROM BRANDS 25% 73% -48 PEOPLE SAY IT IS IMPORTANT 18% -53 71% Uses its resources to drive change in the world Has a clear mission and purpose at its core GAP GAP 20 brandshareTM2014© Daniel J. Edelman, Inc. HOW THEY THINK BRANDS PERFORM Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is each of the following to you? [5-Point Scale, Top 2 Box] Q11: Please select the statements that you feel apply to [BRAND]. You may select as many or as few as you feel apply. [Average % who stated sharing statements applied to [BRAND]
  20. 20. CONSUMERS ACROSS THE WORLD WANT MORE VALUABLE RELATIONSHIPS GAP BETWEEN IMPORTANCE AND BRAND PERFORMANCE DEVELOPED DEVELOPING -65 -53 Respond quickly to people’s concerns and complaints -54 -48 Communicates openly and transparently about how products are sourced and made -39 -45 Gives many ways to ask questions and give opinions -34 -43 Invites people to be a part of the development and refinement process -34 -41 Has a clear mission and purpose at its core -33 -38 Uses its resources to drive change in the world -32 -40 Lets people know the company’s mission and vision for the future -32 -46 Takes a stand on the issues I care about most 21 brandshareTM2014© Daniel J. Edelman, Inc.
  21. 21. EVERY GENERATION DEMANDS MORE VALUE MILLENNIALS GEN X BOOMER -54 -62 Respond quickly to people’s concerns and complaints -70 -49 -53 Communicates openly and transparently about how products are sourced and made -57 -39 -42 Gives many ways to ask questions and give opinions -41 -34 -37 Invites people to be a part of the development and refinement process -38 -38 -38 Has a clear mission and purpose at its core -34 -35 -38 Uses its resources to drive change in the world -33 -32 -34 Lets people know the company’s mission and vision for the future -34 -37 -38 Takes a stand on the issues I care about most -33 22 GAP BETWEEN IMPORTANCE AND BRAND PERFORMANCE brandshareTM2014© Daniel J. Edelman, Inc.
  22. 22. EMOTIONAL AND RATIONAL NEEDS ARE MERGING 23 brandshareTM2014© Daniel J. Edelman, Inc.
  23. 23. Rational needs were the reason to believe MEETING EMOTIONAL NEEDS HAS BEEN ABOUT HOW BRANDS MAKE PEOPLE FEEL 24 brandshareTM2014© Daniel J. Edelman, Inc.
  24. 24. EMOTIONAL AND RATIONAL NEEDS ARE MERGING .25 .3 .35 .4 .2 .15 RATIONAL EMOTIONAL 25 .3 .25 .2 .15 .35 .4 QUICKLY RESPONDS TO PEOPLE’S CONCERNS AND COMPLAINTS ACTS WITH CLEAR MISSION AND PURPOSE AT ITS CORE GIVES MANY WAYS TO ASK QUESTIONS AND GIVE OPINIONS MOST IMPACT LEAST IMPACT MOST IMPACT brandshareTM2014© Daniel J. Edelman, Inc.
  25. 25. EMOTIONAL AND RATIONAL NEEDS ARE MERGING .25 .3 .35 .4 .2 .15 RATIONAL EMOTIONAL 26 .3 .25 .2 .15 .35 .4 ACTS WITH CLEAR MISSION AND PURPOSE AT ITS CORE GIVES MANY WAYS TO ASK QUESTIONS AND GIVE OPINIONS QUICKLY RESPONDS TO PEOPLE’S CONCERNS AND COMPLAINTS MOST IMPACT LEAST IMPACT MOST IMPACT brandshareTM2014© Daniel J. Edelman, Inc.
  26. 26. SHARE BRAND CONTENT PURCHASE DEFEND RECOMMEND SHARE PERSONAL INFO WILL NOT BRAND BEHAVIORS THAT MEET EMOTIONAL ANDRATIONAL NEEDS DELIVER GREATER PURCHASE, DEFENSE AND RECOMMENDATION 27 EMOTIONAL + RATIONAL EMOTIONAL RATIONAL DEFINITELY WILL brandshareTM2014© Daniel J. Edelman, Inc. 4 5 6 7 8 9 10 3 2 1 +9% +11% +5%
  27. 27. SHARE BRAND CONTENT PURCHASE DEFEND RECOMMEND SHARE PERSONAL INFO WILL NOT BRAND BEHAVIORS THAT MEET EMOTIONAL ANDRATIONAL NEEDS DELIVER GREATER PURCHASE, DEFENSE AND RECOMMENDATION 28 EMOTIONAL + RATIONAL EMOTIONAL RATIONAL DEFINITELY WILL 4 5 6 7 8 9 10 3 2 1 +9% +11% +8% brandshareTM2014© Daniel J. Edelman, Inc.
  28. 28. A NEW CONSUMER NEED STATE HAS EMERGED THAT DRIVES VALUE 29 brandshareTM2014© Daniel J. Edelman, Inc.
  29. 29. I feel good about this company’s commitment to its community 30 I feel the brand cares about things other than itself I believe in the brand’s purpose FULFILLING SOCIETAL NEEDS DRIVES BUSINESS OUTCOMES brandshareTM2014© Daniel J. Edelman, Inc.
  30. 30. Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is it for brands to [communicate openly and transparently about how products are sourced and made]? [5-Point Scale, Top 2 Box] PEOPLE WANT INCREASED TRANSPARENCY 2013 54 % 68 2014 % 31 Percentage of people who feel it is important for brands to communicate openly and transparently about how products are sourced and made brandshareTM2014© Daniel J. Edelman, Inc.
  31. 31. Q5: You will be presented with things that a brand can do to build and maintain a connection with you or customers like you. Thinking about brands that you like, how important is it for brands to [communicate openly and transparently about how products are sourced and made]? [5-Point Scale, Top 2 Box] PEOPLE WANT INCREASED TRANSPARENCY 2013 73 % 84 2014 % 32 Percentage of people who feel it is important for brands to communicate openly and transparently about how products are sourced and made brandshareTM2014© Daniel J. Edelman, Inc.
  32. 32. Takes a stand on the issues I care about most Uses its resources to drive changein the world Invites people to be a part of the developmentand refinement processfor products or services Lets people know the company’s mission and visionfor the future SOCIETAL NEEDS EXTEND BEYOND TRADITIONAL DEFINITIONS OF CORPORATE RESPONSIBILITY AND SUSTAINABILITY 33 TOP FOUR BRAND BEHAVIORS THAT CORRELATE TO CONSUMERS’ SOCIETAL NEEDS brandshareTM2014© Daniel J. Edelman, Inc.
  33. 33. Takes a stand on the issues I care about most Uses its resources to drive changein the world Invites people to help represent products and services to others Invites people to be a part of the development and refinement process for products and services SOCIETAL NEEDS EXTEND BEYOND TRADITIONAL DEFINITIONS OF CORPORATE RESPONSIBILITY AND SUSTAINABILITY 34 TOP TWO BRAND BEHAVIORS THAT CORRELATE TO CONSUMERS’ SOCIETAL NEEDS brandshareTM2014© Daniel J. Edelman, Inc. OTHER NON-TRADITIONAL BRAND BEHAVIORS THAT CORRELATE TO CONSUMERS’ SOCIETAL NEEDS
  34. 34. MEETING SOCIETAL NEEDS ACTIVATES SHARING PERSONAL INFO AND BRAND CONTENT SHARE BRAND CONTENT PURCHASE RECOMMEND DEFEND SHARE PERSONAL INFO MOST IMPACT NO IMPACT 35 SOCIETAL 0 .2 .25 .3 .35 .4 brandshareTM2014© Daniel J. Edelman, Inc.
  35. 35. MEETING SOCIETAL NEEDS ACTIVATES SHARING PERSONAL INFO AND BRAND CONTENT SHARE BRAND CONTENT PURCHASE RECOMMEND DEFEND SHARE PERSONAL INFO MOST IMPACT NO IMPACT 36 SOCIETAL 0 .2 .25 .3 .35 .4 brandshareTM2014© Daniel J. Edelman, Inc.
  36. 36. MEETING PEOPLE’S THREE NEEDS STATES COMPOUNDS BENEFIT TO BRANDS PURCHASE + 8% DEFEND +10% RECOMMEND +12% SHARE PERSONAL INFO +11% SHARE BRAND CONTENT +12% 37 RATIONAL EMOTIONAL SOCIETAL brandshareTM2014© Daniel J. Edelman, Inc. + +
  37. 37. MEETING PEOPLE’S THREE NEEDS STATES COMPOUNDS BENEFIT TO BRANDS PURCHASE + 9% DEFEND +12% RECOMMEND +11% SHARE PERSONAL INFO +12% SHARE BRAND CONTENT +14% 38 RATIONAL EMOTIONAL SOCIETAL brandshareTM2014© Daniel J. Edelman, Inc. + +
  38. 38. CREATING A VALUE EXCHANGE 39 brandshareTM2014© Daniel J. Edelman, Inc.
  39. 39. STORYTELLING & STORYSHARING RECOGNIZE THAT PARTICIPATION COMES IN MANY FORMS PROMOTE YOUR BRAND BY INVITING PEOPLE TO ACTIVELY PARTICIPATE IN WAYS THAT ARE MEANINGFUL TO THEM 40 OF RESPONDENTS THINK IT’S IMPORTANT TO INVITE PEOPLE TO BE A PART OF THE PRODUCT/SERVICE DEVELOPMENT AND REFINEMENT PROCESS 2 % 5 brandshareTM2014© Daniel J. Edelman, Inc.
  40. 40. STORYTELLING & STORYSHARING RECOGNIZE THAT PARTICIPATION COMES IN MANY FORMS PROMOTE YOUR BRAND BY INVITING PEOPLE TO ACTIVELY PARTICIPATE IN WAYS THAT ARE MEANINGFUL TO THEM 41 OF RESPONDENTS THINK IT’S IMPORTANT TO INVITE PEOPLE TO BE A PART OF THE PRODUCT/SERVICE DEVELOPMENT AND REFINEMENT PROCESS % 67 brandshareTM2014© Daniel J. Edelman, Inc.
  41. 41. ALIGN MARKETING AND CORPORATE COMMUNICATIONS EFFORTS TO ENSURE YOUR STORY IS HEARD AND SHARED EVOLVE YOUR BRAND TO INCLUDE BOTH BRAND PROMISE AND BRAND PURPOSE CONVICTION & COMMITMENT OF CONSUMERS BELIEVEBRANDS MUST HAVE A CLEAR REASON OR PURPOSE 80 % 42 brandshareTM2014© Daniel J. Edelman, Inc.
  42. 42. ALIGN MARKETING AND CORPORATE COMMUNICATIONS EFFORTS TO ENSURE YOUR STORY IS HEARD AND SHARED EVOLVE YOUR BRAND TO INCLUDE BOTH BRAND PROMISE AND BRAND PURPOSE CONVICTION & COMMITMENT OF CONSUMERS BELIEVEBRANDS MUST HAVE A CLEAR REASON OR PURPOSE 80 % 43 brandshareTM2014© Daniel J. Edelman, Inc.
  43. 43. LISTEN, LEARN AND ADAPT BASED ON WHAT PEOPLE TELL YOU ABOUT THEMSELVES AND YOUR BRAND PROTECT YOUR BRAND BY INCORPORATING CUSTOMER SERVICE INTO YOUR MARKETING STRATEGY ALWAYS ON & ALWAYS ADAPTING OF RESPONDENTS FEEL THEY SHOULD BE ABLE TO COMMUNICATE AND INTERACT WITH BRANDS QUICKLY, IN REAL-TIME 87 % 44 brandshareTM2014© Daniel J. Edelman, Inc.
  44. 44. LISTEN, LEARN AND ADAPT BASED ON WHAT PEOPLE TELL YOU ABOUT THEMSELVES AND YOUR BRAND PROTECT YOUR BRAND BY INCORPORATING CUSTOMER SERVICE INTO YOUR MARKETING STRATEGY ALWAYS ON & ALWAYS ADAPTING OF RESPONDENTS FEEL THEY SHOULD BE ABLE TO COMMUNICATE AND INTERACT WITH BRANDS QUICKLY, IN REAL-TIME 87 % 45 brandshareTM2014© Daniel J. Edelman, Inc.
  45. 45. CONSUMER ACTIONS CONSUMER NEEDS RECOMMEND DEFEND PURCHASE 46 BRAND BEHAVIORS RATIONAL EMOTIONAL MOVING FROM A TRANSACTION-BASED VALUE EQUATION… brandshareTM2014© Daniel J. Edelman, Inc.
  46. 46. CONSUMER ACTIONS CONSUMER NEEDS RECOMMEND DEFEND PURCHASE 47 BRAND BEHAVIORS RATIONAL EMOTIONAL SHARE PURCHASE INFO SHARE BRAND CONTENT SOCIETAL TO ONE THAT’S DYNAMIC AND MULTIDIMENSIONAL brandshareTM2014© Daniel J. Edelman, Inc.
  47. 47. OBRIGADO Copyright ©2014 Daniel J. Edelman, Inc. All rights reserved. All information contained herein is confidential and proprietary to Daniel J. Edelman, inc. (“Edelman”). @EdelmanSig www.edelmansignifica.com contato@edelmansignifica.com

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