Edelman’s new consumer brand study found that an overwhelming majority (90 percent) of people across eight countries want marketers to more effectively share their brands. Yet on average, only 10 percent of people think any given brand does it well. brandshare™ measured six dimensions of sharing – shared dialog, shared experience, shared goals, shared values, shared product and shared history – and found a link between effective brand sharing and business value. Here you will find the results focused on the Brazilian market.
3. but no word has seen a more
profound shift in meaning than
SHARE
it‟s gone from a virtue to a click
3
4. ?
it got us thinking…
?
?
?
?
what if brands
rediscovered the
virtue of sharing?
?
4
5. if brands were to truly share…
?
what would they have to do?
would people want them to do it?
is there business value in it for them?
5
6. to start, we identified 16 sharing behaviors for
brands across 6 dimensions
1
listens and responds thoughtfully
2
gives many ways to ask questions and
give opinions
3
invites people to share stories/experiences
using their products and services with others
4
enables people to share info/stories/videos
with friends
9
communicates openly and transparently
about how products are sourced and made
10
conducts business in ways that align with
people‟s values
11
gives back to the community
12
shares people‟s beliefs for helping the world
13
enables people to personalize products
offers brand experiences beyond just
using the product
14
invites people to test products, collaborate
on design, and provide feedback
links people and the brand online and in
real life through events and activities
15
openly offers information on how the brand
performs against competitors
7
asks people about their needs
16
[shares] company history or story
8
demonstrates it wants people to
succeed at what‟s important to them
5
6
6
6
7. we then talked to…
11,000
people
general online consumer population who report at least a
minimal level of engagement* with brands
in…
8
countries
Brazil, Canada, China, France, Germany, India, UK, USA
about…
212
brands
48 multi-national brands, plus approx. 30 “local” brands
per country
across…
12
industry
sectors
apparel, auto, beer/wine/spirits, consumer electronics, energy,
FMCG, financial services, food & beverage, health & wellness,
retail, technology, telecommunications
through…
1
online
survey
30 minute duration
*to participate in the survey, respondents had to report participating in a minimum of one brand engaging activity in the last 12 months. brand
engaging activities might include things like visiting a brand website, attending a brand sponsored event, following a brand on Twitter,
wearing branded clothing, etc.
7
8. in Brazil we talked to…
1,000
people
general online population who report at least a minimal
level of engagement with brands
in…
27
states
controlled, distributed sample
68
brands evaluated
48 multi-national brands, plus 20 “local” brands
about…
8
9. to find out…
IMPORTANCE
which sharing behaviors are most important to people?
INTEREST
how important are those behaviors and do people want more of them?
INTENT
do people use, purchase or recommend brands that share?
9
11. 90% 10%
of people globally want
brands to share
of people globally think
brands do it well
Q13: 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? [Percent of people who selected “JUST RIGHT” or “NOT ENOUGH”]
Q15: please select the statements that you feel apply to [BRAND]. Average % who stated sharing statements applied to [BRAND]
11
12. 87% 16%
of people in Brazil want
brands to share
of people in Brazil think
brands do it well
Q13: 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? [Percent of people who selected “JUST RIGHT” or “NOT ENOUGH”]
Q15: please select the statements that you feel apply to [BRAND]. Average % who stated sharing statements applied to [BRAND]
12
13. there’s a gap between what’s important to people
and what brands deliver
gap
(performance – importance)
SP: Openly offers information on how the brand performs against competitors
Importance
Performance
54%
17%
SV: Communicates openly and transparently about how products are sourced and
made
54%
12%
SG: Asks people about their needs
SD: Listens & responds thoughtfully
51%
10%
10%
SV: Gives back to community
SV: Conducts business in ways that align with people’s values
49%
12%
46%
10%
SH: [Shares] the company history/story
SP: Invites people to test products, collaborate on design and provide feedback
49%
45%
17%
45%
9%
SD: Gives many ways to ask questions and give opinions
SP: Enables people to personalize products
44%
11%
11%
SV: Shares people’s beliefs for helping the world
11%
SE: Offers brand experiences beyond just using the product
42%
10%
SG: Demonstrates it wants people to succeed at what’s important to them
43%
11%
SD: Invites people to share stories/experiences using their products and services with
others
39%
36%
32%
8%
SE: Links people and the brand online and in real life through events and activities
SD: Enables people to share info/stories/videos with friends
9%
30%
9%
25%
Q10: 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]
Q15: please select the statements that you feel apply to [BRAND]. [Average % who stated sharing statements applied to [BRAND]
13
14. in Brazil, brand performance is similar, but enthusiasm
runs higher, increasing the expectation gap
gap
(performance – importance)
SG: Asks people about their needs
Importance
Performance
SP: Openly offers information on how the brand performs against competitors
SP: Invites people to test products, collaborate on design, and provide feedback
SD: Gives many ways to ask questions and give opinions
SV: Gives back to the community
SD: Listens and responds thoughtfully
SV: Shares people's beliefs for helping the world
77%
22%
76%
13%
74%
15%
SH: [Shares] company history or story
SV: Communicates openly and transparently about how products are sourced and
made
80%
15%
73%
22%
73%
16%
73%
15%
72%
12%
69%
13%
SE: Offers brand experiences beyond just using the product
SG: Demonstrates it wants people to succeed at what's important to them
68%
14%
14%
SP: Enables people to personalize products
63%
13%
SV: Conducts business in ways that align with people's values
68%
13%
SD: Invites people to share stories/experiences using their products and services with
others
62%
61%
12%
SE: Links people and the brand online and in real life through events and activities
SD: Enables people to share info/stories/videos with friends
13%
60%
12%
50%
Q10: 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]
Q15: please select the statements that you feel apply to [BRAND]. [Average % who stated sharing statements applied to [BRAND]
14
15. people reward brands that share
sharing correlates strongly with actions that drive business value
.1
.2
INTENT TO
USE/TRIAL
MODERATE
INTENT TO
PURCHASE
LOW
NONE
STRONG
INTENT TO
RECOMMEND
.3
correlation between brands that share and
people‟s intent to use/trial, purchase and recommend that brand
Q16-18a: for each [BRAND] please indicate how likely you are to: [purchase from or use that brand], [recommend that brand to a
friend, colleague or relative], [give that brand a try/increase use] the next time you are purchasing/using the type of product or
service that brand offers
15
16. people in Brazil also strongly reward brands that
share
.2
.1
INTENT TO
USE/TRIAL
MODERATE
INTENT TO
PURCHASE
INTENT TO
RECOMMEND
LOW
STRONG
NONE
.3
correlation between brands that share and
people‟s intent to use/trial, purchase and recommend that brand
Q16-18a: for each [BRAND] please indicate how likely you are to: [purchase from or use that brand], [recommend that brand to a
friend, colleague or relative], [give that brand a try/increase use] the next time you are purchasing/using the type of product or
service that brand offers
16
17. enthusiasm for brand sharing translates directly
into driving business outcomes in Brazil
Brazil results indexed to global and developing country averages
Global Developing
stated importance
1.0
1.5 1.6
Global & Developing
unmet demand
1.0 1.1
Global
Brazil & Developing
derived importance*
1.0 1.1
* brand performance vs. willingness to recommend
17
19. the six dimensions of sharing
we converse
we believe in the
same things
we do things together
we create together
we want to achieve
the same things
we know the same story
19
19
20. there is a hierarchy of sharing…
each individual dimension of sharing
drives business value
at the far right end of the business value
axis, shared history and shared product
drive the most value for brands globally
but there is also a compounding effect
to sharing. the more dimensions of
sharing you practice, the greater the
business value from each
correlation to consumer intent to recommend
BUSINESS VALUE OF SHARING*
*illustrative representation
Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a friend, colleague or relative] he next
time you are purchasing/using the type of product or service that brand offers
20
21. but there is more to the story
less demanded forms of sharing tend
to be more prevalent but drive less
business value, possibly because
execution is out of sync with people‟s
expectations
history is significantly more influential
than its demand would suggest
GREATER UNMET DEMAND
DEMAND FOR SHARING*
consumers who desire more
the y-axis of demand for sharing
shows that more
substantive, involving dimensions are
in higher demand; they are also in
scarcer supply
STRONGER
LINK TO
CONSUMER
BEHAVIOR
correlation to consumer intent to recommend
BUSINESS VALUE OF SHARING*
*illustrative representation
Q13: 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? [% selected NOT ENOUGH]. Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a
friend, colleague or relative] he next time you are purchasing/using the type of product or service that brand offers
21
22. higher order sharing is in high demand in Brazil, while
shared history remains a quiet driver
GREATER UNMET DEMAND
DEMAND FOR SHARING*
consumers who desire more
STRONGER LINK
TO CONSUMER
BEHAVIOR
correlation to consumer intent to recommend
BUSINESS VALUE OF SHARING*
*Illustrative representation
Q13: 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? [NOT ENOUGH]. Q18a: For each [BRAND] please indicate how likely you are to recommend that brand to a
friend, colleague or relative] he next time you are purchasing/using the type of product or service that brand offers
22
23. 1
listens and responds thoughtfully
2
gives many ways to ask questions
and give opinions
3
invites people to share
stories/experiences using their products
and services with others
4
enables people to share info/
stories/videos with friends
SHARED
DIALOG
spark a meaningful conversation
24. shared dialog is the first step
toward sharing your brand with
people of all ages
% of people who want brands to do more
listening and thoughtful responding to their
opinions [by age group]
on average, 40% of people want your brand to
engage in more meaningful conversations with
them
people want you to listen, show genuine interest
and, most importantly, act on what you hear
Q1: 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?
[% selected NOT ENOUGH for “Listen and Respond Thoughtfully” ]
24
25. in Brazil, older generations are
the most demanding of
deeper dialog
% of people who want brands to do more
listening and thoughtful responding to their
opinions [by age group]
41% of people in Brazil, on average, say
they want your brand to engage in more
meaningful conversations with them, with
interest only growing with age
Q1: 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?
[% selected NOT ENOUGH for “Listen and Respond Thoughtfully” ]
25
26. CASE
STUDY
AXE* Voices, the brand‟s community
managers, create and distribute
lifestyle and product content across
social channels and spend hours
every day responding to virtually
every comment or message directed
at the brand. by humanizing the
brand, AXE has attracted almost 4.5
million fans. AXE likes what its fans like
and engages with its community to
show fans that AXE is more than just a
can of body spray.
*Edelman Client
26
26
27. 5
offers brand experiences beyond
just using the product
6
links people and the brand
online and in real life through
events and activities
SHARED
EXPERIENCE
make every occasion special
28. experiences need to be about
people, not about your brand
people everywhere want to share experiences
with brands
people in developing markets are particularly
enthusiastic, yet in developed markets the
novelty seems to be wearing thin
the study suggests shared experiences need to
be as much about people‟s interests as they are
about products to rekindle their business value
Q10: 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: Average: “Creates
experiences beyond just using the product” and “Gives me ways to link up online and in real life through fun events and activities “]
28
29. shared experience is highly
relevant in Brazil, similar to
other developing markets
Brazil closely resembles other developing
markets in the level of importance people
assign to shared experiences with brands
and their desire for more of them
Q10: 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: Average: “Creates
experiences beyond just using the product” and “Gives me ways to link up online and in real life through fun events and activities “]
29
30. CASE
STUDY
Heineken's* Departure Roulette
recognized and rewarded its
audiences' thirst for spontaneity and
adventure with an airport-based
experience that enticed people to
take a leap of faith by trading in the
air tickets in their hands for a trip to
an unknown destination.
this experience was as much about
people‟s desire for adventure as it
was about the brand‟s positioning.
*Edelman Client
30
30
31. 7
asks people about their needs
8
demonstrates it wants people
to succeed at what’s important
to them
SHARED
GOALS
lend an ear and a ladder
32. people want brands to help
them reach goals
whether it‟s being a great parent or having a
secure financial future, 90% of people
recognize and value the role that brands
play in enabling the achievement of goals
but people would rather be asked what they
need before being told how to get there
% of people who think brands asking about their needs rather than
just telling them about their products is one of the most important
sharing behaviors [by industry category]
this is most true in product categories where
people aren‟t always confident in their
knowledge or expertise, such as financial
services and technology
Q11: Please select the things you feel are most important for a brand to do in [INDUSTRY CATEGORY]? [% selected “Asks me about
my needs and doesn‟t just try to sell me products”]
32
33. Brazilians particularly
want brands to share
their goals
similar to the rest of the world, 87% of
people in Brazil recognize and value the
role that brands play in enabling the
achievement of goals
% of people who think brands asking about their needs rather than
just telling them about their products is one of the most important
sharing behaviors [by industry category]
their rating of the importance of asking
about their needs is higher in every
industry vs. more developed
markets, which is further emphasized by
the highest unmet demand for any
sharing behavior
Q11: Please select the things you feel are most important for a brand to do in [INDUSTRY CATEGORY]? [% selected “Asks me about
my needs and doesn‟t just try to sell me products”]
33
34. CASE
STUDY
Adidas* understands that people's
performance aspirations are as
individual as they are. the brand
literally lives, runs and practices with
people to understand their goals
and motivations.
the brand recently asked dozens of
women to photograph something
that motivated them to work out
and the result challenged the
brand‟s preconceptions about
people‟s goals and informed new
product development.
*Edelman Client
34
34
35. 9
communicates openly and
transparently about how
products are sourced and made
10
conducts business in ways that
align with people’s values
11
gives back to the community
12
SHARED
VALUES
shares people’s beliefs for
helping the world
stand up for what you stand for
36. you can place a value
on your brand’s values
MODERATE
92% of people want to do business
with companies that share their
beliefs
LOW
a strong correlation proves that
people buy, use and recommend
products whose values they share
STRONG
NONE
.3
correlation between brands that demonstrate shared
values and consumers’ intent to recommend that
brand
Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a friend, colleague or relative the next
time you are purchasing/using the type of product or service that brand offers
36
37. there is also value to
sharing brand values in
Brazil
MODERATE
similar to the rest of the world, 88% of
people in Brazil want to do business
with companies that share their
beliefs
yet business behavior and demand
for shared values are uniquely lower
in Brazil vs. shared goals, possibly
illustrating a market still building the
depth of its relationship with brands
LOW
STRONG
NONE
.3
correlation between brands that demonstrate shared
values and consumers’ intent to recommend that
brand
Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a friend, colleague or relative the next
time you are purchasing/using the type of product or service that brand offers
37
38. translate your values into
tangible actions
nearly 50% of people want you to be
more open and transparent about how
your products are made and sourced
4 in 10 people want you do more to give
back to the community
% of people who want brands to share more of their values
Q13: 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? [% selected NOT ENOUGH]
38
39. Brazilians share the desire for
tangible demonstrations of a
brand’s values
% of people who want brands to share more of their values
more than 4 in 10 people want brands to
be more open and transparent about
sourcing, offer greater help for
communities, and share their beliefs on
how to help the world
Q13: 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? [% selected NOT ENOUGH]
39
40. CASE
STUDY
Mars* is a model of transparency
and a global force for good in
sustainable cocoa sourcing and
supply chain management. the
brand has invested heavily in
research and local agriculture and
pledged to buy 100% of its
cocoa, coffee, tea, fish and palm
oil from third-party certified
sustainable sources by 2020, which
can be tracked on its website.
*Edelman Client
40
40
41. 13
enables people to personalize products
14
invites people to test
products, collaborate on design, and
provide feedback
15
openly offers information on
how the brand performs against
competitors
you’ve got to give to get
SHARED
PRODUCT
42. people have a lot to give…
if they could, they would come to your
R&D labs, your design studios or
anywhere else products are designed
and developed
9 out of 10 people want a hand in
creating your products
% of consumers who
want opportunities to
share in the design &
development process
Q13: 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? [%
selected JUST RIGHT or NOT ENOUGH for “Invites me to test products, collaborate on design and provide feedback”]
42
43. people in Brazil assign higher
importance to shared products
than any other country
it therefore comes as no surprise that 88%
of Brazilians want a hand in co-creating
your products
% of consumers who
want opportunities to
share in the design &
development process
Q13: 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? [%
selected JUST RIGHT or NOT ENOUGH for “Invites me to test products, collaborate on design and provide feedback”]
43
44. it’s critical that what they
receive in return is honest and
open
9 out of 10 people want you to be as
transparent about your products‟
performance as you are about your
values
TRANSPARENCY IS
MOST IMPORTANT IN:
TECHNOLOGY
ELECTRONICS
AUTOMOTIVE
APPAREL
it‟s the most important of all the
brandshare behaviors in seven out
of twelve tested industries
BEER, WINE, SPIRITS
RETAIL
FMCG/CPG
rank of openly sharing product
performance data vs. other sharing
behaviors based on stated importance
Q13: 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?
[% selected JUST RIGHT or NOT ENOUGH for “They openly share information on how the brand compares with competitors”] Q11:
please select the things you feel are most important for a brand to do in [INDUSTRY CATEGORY]? [average % selected “They openly
share information on how the brand compares with competitors”]
44
45. in overall importance, honesty
and openness about product
performance in Brazil was the
single highest scoring behavior
worldwide
87% of people in Brazil want you to be as
transparent about your products‟ performance as
you are about your values
transparency is ranked first in 5 of the twelve tested
industries, and is among the top 3 most important of
all the brandshare behaviors in 11 out of 12
TRANSPARENCY IS
TOP 3 IMPORTANCE IN:
APPAREL
HOUSEHOLD GOODS
FOOD & BEVERAGE
BEER, WINE, SPIRITS
FMCG/CPG
FINANCIAL SERVICES
AUTOMOTIVE
ENERGY
TELECOMMUNICATIONS
ELECTRONICS
TECHNOLOGY
rank of openly sharing product
performance data vs. other sharing
behaviors based on stated importance
Q13: 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?
[% selected JUST RIGHT or NOT ENOUGH for “They openly share information on how the brand compares with competitors”] Q11:
please select the things you feel are most important for a brand to do in [INDUSTRY CATEGORY]? [average % selected “They openly
share information on how the brand compares with competitors”]
45
46. CASE
STUDY
Adobe* understands that a product
made with people best serves
people„s needs, so the company
invites people to beta test their
products. these open and public
previews actively ask people to
experience and evaluate new
products, innovations and
technologies.
Adobe‟s recent invitation to beta test
Adobe® Photoshop® Lightroom® marks
the fifth consecutive version Adobe
has offered for public preview and
testing prior to its final release.
*Edelman Client
46
46
48. your history is secretly
seductive
although people don‟t explicitly
demand that brands share their
history, a shared, open brand
heritage is one of the most
powerful predictors of people‟s
intent to purchase or recommend
your brand
MODERATE
LOW
STRONG
NONE
.3
correlation between brands that share their history and
people’s intent to recommend that brand
Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a friend, colleague or relative the next
time you are purchasing/using the type of product or service that brand offers
48
49. your history is seductive
and openly important in
Brazil
low incremental demand for
shared history follows the global
pattern, although its stated
importance is the highest of any
country we studied
MODERATE
LOW
STRONG
NONE
.3
correlation between brands that share their history and
people’s intent to recommend that brand
Q18a: for each [BRAND] please indicate how likely you are to recommend that brand to a friend, colleague or relative the next
time you are purchasing/using the type of product or service that brand offers
49
50. CASE
STUDY
Volkswagen* is among the most
storied of all auto brands and one
that embraces its roots even as it
innovates the cars it brings to market.
The brand's "Why VW" online platform
showcases its history as a brand by
and for the people. recognizing that
many people have -- and want to
share -- stories about their own history
with the brand, “Why VW" solicits and
showcases people's own stories
about their history and experiences
with Volkswagen.
®
*Edelman Client
50
50
55. it pays to share
.1
.2
INTENT TO
USE/TRIAL
MODERATE
INTENT TO
PURCHASE
LOW
NONE
STRONG
INTENT TO
RECOMMEND
.3
correlation between brands that share and
people‟s intent to use/trial, purchase and recommend that brand
Q16-18a: for each [BRAND] please indicate how likely you are to: [purchase from or use that brand], [recommend that brand to a
friend, colleague or relative], [give that brand a try/increase use] the next time you are purchasing/using the type of product or
service that brand offers
55
It’s accepted wisdom that marketers no longer solely own their brands. Brands are co-owned by people. Enabling that co-ownership is social media, the web and mobile technologies. There’s no shortage of opinion on topics ranging from content to crowd-sourcing to purpose-led programing, but there hasn’t been a comprehensive examination of what people expect of brands today or the ability to prioritize accordingly.Earlier this year, we looked at the intellectual capital and points of view in the marketplace related to consumer brand marketing and we realized there was a void. Which is what led us to brandshare, Edelman’s largest ever study of brands. Our aim is to provide an ethos and framework to help marketers succeed as co-owners of their brands
Technology and social media have ushered in new definitions for many familiar words.Friend has morphed from someone with whom you have a close relationship to someone you may barely know but connect with on FacebookLiking has devolved from an active emotion to a casual social media interactionForward has changed from being synonymous with progress to being a command to distribute content
But the word whose definition has changed the most is the word share.It has shifted from a virtue taught to children to a word most often associated with clicking a button.
That got us thinking about co-ownership and what would happen if brands rediscovered the virtue of sharing:Being openGiving and takingRepresenting people’s interests as much as the brand’s own
And so we asked ourselves if brands were truly to share, what would they have to do? What are the components of sharing? Do people really want brands to share?And we wanted to answer the question, “even if you prove that people want to share, is there business value in doing it?” Put it another way, does it pay to share?
We identified 16 ways a brand could share. They fall into 6 clusters or dimensions and include:Shared Dialog – we have a conversation:The brand listens and responds thoughtfully to what people ask, say and suggestThe brand gives many ways to ask questions and for people to give opinionsThe brand invites people to share stories and experiences using their products and servicesAnd the brand invites people to share content with their friends and social networksShared Experience – we do things together:The brand offers experiences beyond using their productsAnd the brand connects with people online and off through activities and eventsShared Goals – we want the same things out of lifeThe brand asks people about their needsAnd the brand demonstrates it wants people to succeed at what’s important to themShared Values – we believe in the same thingsThe brand communicates openly and transparently about how its products are sourced and madeThe brand conducts its business in ways that are compatible with people valuesThe brand gives back to the communityAnd the brand shares peoples’ beliefs for helping the worldShared Product – we make the product togetherThe brand enables people to personalize their productsPeople are invited to collaborate on design, test products and provide feedbackAnd the brand openly offers information on how its products perform, even against its competitionShared History – we know the same storyThe brands openly shares its heritage with people
We then conducted a large scale online study:We talked to 11,000 people with at least a minimal level of engagement with brands…….in eight countries including: Brazil, Canada, China, France, Germany, India, the UK and the USWe surveyed 2,000 people each in China, India and the USIn every other county, we surveyed 1,000 peopleWe asked people about 212 brands across the world. In each country, we interviewed people about approximately 70 local and multi-national brands across 12 industry sectors
We surveyed 1,000 people in Brazil and evaluated 68 brands.
We wanted to learn three things:The kinds of sharing people say they want from brandsWe gave people the list of 16 ways a brand could share and asked which are importantTo gauge real interest in these 16 types of sharing, we also asked people to tell us whether brands are doing them too much, not enough or just the right amount Importantly and distinctly from most attitudinal studies, we wanted to understand how people act when brands share. More specifically, we wanted to know whether there’s a link between a brand sharing and people choosing that brandAsking people to evaluate how well a handful of brands share across the 16 behaviors Then asking people which of that same handful of brands they buy, use or recommendWe separated out the two sides of the equation – their evaluation of how well a brand is sharing, and then these business outcome questions about each brand. Then we looked for a correlation between those two. When a brand was sharing more than others, did people want to use it more, purchase it more, recommend it more than other brands.
90 percent of people globally want brands to shareBut only 10% of people think that brands are sharing well.Brands may be sharing quite a bit, but not always in the ways people want or desire.
In Brazil, 87% of people want brands to share, but only 16% believe brands are doing it well.
People see a gap between the behaviors they believe are important for brands to do to build a relationship and how brands are actually performing against those behaviors
People in Brazil are remarkably enthusiastic about brand sharing and place the highest levels of importance on brandshare behaviors over any other country surveyed. They perceive a large gap in performance by brands.
Here’s why this really matters. There is a significant missed business opportunity when brands don’t share in the ways people want them to.As mentioned before, we analyzed correlations between brands sharing and business outcomes. This chart shows a strong correlation between brands that share and usage…an even stronger correlation between sharing and purchase…and a still-stronger correlation between a brand sharing and recommendation (the most reliable predictor of future behavior).Put another way, there is measurable business value in sharing a brand.
In Brazil there is a strong correlation between brands that share and important business outcomes. What’s important to note is that the strongest correlation between brand sharing behaviors and people’s action in Brazil is with people’s intent to recommend, which is considered the most reliable predictor of people’s future behaviorPeople who believe that brands share in a good way, are significantly more likely to recommend them, purchase them and use them.This is the central finding of our study.
People in Brazil express more enthusiasm about sharing than the global average and more than their developing market counterpartshave higher levels of demand for more sharing behaviors by brands and are more likely to reward brands that share than other countries.
So, how does a brand share in the way that people want and that delivers business value?
The first is to understand the value of individual sharing components and how to optimize them to connect people with brands.
Each of these sharing dimensions has value when it comes to sharing a brand. The chart on this slide shows each dimension of sharing – from left to right– in order of their business value. Shared History, Shared Product, Shared Values and Shared Goals deliver more business value than Shared Experience and Shared Dialog – the types of activities that form the basis of the modern marketing playbookThe more you share, the better. That sounds intuitive, but our research proves that the more sharing behaviors a brand adopts, the higher the correlation to a business outcome
The Y axis on this graph represents people’s desire for more sharingThere is high demand (including unmet demand) for higher-value forms of sharing – such as Shared Goals, Shared Values and Shared ProductLower-value forms of sharing – specifically Shared Dialog and Shared Experience– are in lower demand. This is due to two factors, including: general prevalence and misalignment of brand offering and people’s expectations.Shared History is unique in that there is a high correlation with business outcomes, but low demand for it. We’ll address this more deeply further in the presentation
There are four behaviors within a shared dialog:Brands listening and responding thoughtfullyBrands giving people many ways to ask questions and give opinionsBrands inviting people to share stories using their productsBrands enabling people to share contentTwo of these behaviors – inviting people to share stories and enabling people to share content – are the target of a lot of brand energy and attention. You may think that if you’re doing these well, you have a shared dialog
Shared dialog is the first step toward sharing your brand, but the dialog must be about more than sharing content. Sharing content is fine and people like it, but 40 percent of people we surveyed said that they want more meaningful conversations than they believe they’re currently having with brands. Those 40 percent of people want brands to:Offer more ways for people to ask questions and share opinions Listen thoughtfully and respond to what they hearBrands may think they’re doing this well, but people don’t always agree. They want more substantial sharing.
In general, people in Brazil have the same levels of demand for deeper dialog as people around the worldThe exception is people aged 65 and older in Brazil, who have the highest unmet desire for brands to listen and thoughtfully respond to their opinions
Axe (or Lynx) gets it right:This brand has a highly-engaged 4.5 million member communityIts community managers are real-life people who use their real names when distributing content or having conversations The content is highly relevant to the community – it’s what they want to talk about, not just what the brand wants to sayBut most importantly, the brand’s community managers spend hours each day responding to virtually every comment or message directed at the brandThis is a dialog that’s as much about people as it is about the brand
Shared Experience includes:Offering people experiences beyond just using the productActivities and events that link people and the brandLike Shared Dialog, and as demonstrated by the illustration, this dimension of shared brand has both lower value and lower demand than other types of sharing
Around the world, people like the experiences that brands offer. They’re often fun and enjoyable.But there’s a disconnect between how much people like participating in events and experiences and the level of importance people ascribe to them.In the developing world, there’s a good degree of symmetry between how much people like brand experiences and their importance. In mature markets, brand experiences are less persuasivebrandshare research suggests that in mature markets – where the novelty of branded experiences has expired – brands must recast experiences to be as much about people’s interests as they are about the brands themselves
Brazil is similar to other developing markets in the level of importance its people place on shared experiences with brands. 64% of people in Brazil think shared experiences are important and 86% of people in Brazil people want it. But, as the Brazilian market matures, it is likely that events and experiences -- as they are currently conceived and executed – will not resonate as strongly or be as persuasive unless they migrate to being as much about people as they are about individual brands
Heineken’s Departure Roulette got it right because it focused as much on its target consumer as Heineken did on the brand itselfThe Heineken guy is adventurous, but sometimes needs a catalyst to take advantage of new opportunitiesThe brand provided that opportunity through a New York-based airport-based experience that enticed people to trade in the air tickets in their hands for trips to unknown destinationsThe mechanic was simple: people were approached in the airport with the offer. Each person who accepted was asked to press a button on the side of a large branded panel, after which the name of a destination would appear. A Heineken representative would then exchange existing air tickets for ones to the new destinationThis was successful because it was about people as much as it was about the brand
Shared Goals includes:Brands asking people about their needs and not just talking about productDemonstrating the brands wants people to succeed at what’s important to themAs our illustration shows, Shared Goals represents the first of the higher-order and more highly-demanded types of sharing.
Our research suggests that people understand the role that brands play in helping them achieve their goals. People understand how products help them achieve goals like being great parents or attaining secure financial futuresPeople also appreciate the goal-enabling tools and resources brands often provide as part of their marketingBut people believe brands are failing short by not asking them because brands aren’t asking people about their needs before offering solutions. Despite all of the connectivity and conversations brands say they have with their consumers, people don’t believe brands do a good enough job asking them what they want to achieve in their livesParticularly pronounced in categories where people don’t feel as confident and knowledgeable financial, tech. But, was as seemingly straight forward categories like apparel, more than a quarter of people want more engagement around their needs.
Similar to the rest of the world, 87% of people in Brazil recognize and value the role that brands play in enabling the achievement of goalsPeople in Brazil are slightly more likely to want brands to ask them about their aspirations before advising on how to achieve them
Adidas understands what motivates its consumers because it asks in ways that goes beyond focus groups or even typical ethnographic research. The brand gets that people’s athletic and performance goals are as individual as they are. Recently, the brand asked dozens of women to submit a photograph of something that motivates them to work out. The surprising answer was a black dress – which challenges traditional assumptions about athletic performance
Shared Values include:Communicating openly and transparently about how products are sourced and madeBrands conducting business in ways that align with people’s valuesBrands giving back to the communityBrands sharing people’s beliefs for helping the worldAgain, as the image demonstrates, this is a highly valuable and highly-desired dimension of sharing. It’s one in which many companies have invested time and resource.It’s a dimension of sharing that many companies think they are doing well, but it may not always be visible to the people they care about.
Conventional wisdom that people prefer brands that share their values. Scores of studies have shown this to be the case.It’s been harder to prove a correlation between Shared Values and bottom line impact. But our brandshare study did find a strong correlation between brands that operate with values at their core and real business results.
Similar to the rest of the world, 88% of people in Brazil want to buy products from brands that share their beliefs.It’s been hard to prove a correlation between Shared Values and bottom line impact. But our brandshare study did find a strong correlation between brands that operate with values at their core and real business results.
While companies and brands may think they are sharing their values with people, people aren’t yet convinced. Nearly 40% of people don’t think brands are doing enough to demonstrate beliefs for helping the worldHere’s why – most often, activities in the sphere of shared Values are the province of a corporate communications function and not integrated into any consumer-facing engagementPeople want to know more about brands’ activities in these areas and they want to see tangible examples of them at work. Brands should broaden existing channels – including brand communities and branded events – to let people see your values at work.
Demand for shared value behaviors in Brazil is on par with the rest of the worldMore than four out of ten people in Brazil want brands to be more transparent about how their products are made and sourced Four out of ten people also want brands to give back to the community and share people’s beliefs for helping the world It’s important to remember that many brands are deeply involved with their communities and hold themselves to high ethical standards. The problem is not how these companies operate – it is that they don’t effectively communicate what they do
Many companies have sustainability goals and many brands hold themselves accountable for reaching themMars is particularly effective because the company gives people easy and engaging access to this information. Its goals are highly visibleThe brand invites people to track progressThe brand creates compelling behind the scenes content showing its sustainability efforts in action
Shared Product isEnabling people to personalize productsInviting people to collaborate on design, beta-test products and provide feedbackOpenly offering information on how the brand performs, even against competitorsShared Product really has two sides – what people want to contribute to brands and what people expect from brands.
People want to be involved with product and a large majority want the opportunity to contribute to brand development. It gives people a deep level of ownership this can often be as much perception as reality.This can often be as much perception as reality. People like to have the option to participate, even though many never will.
People in Brazil are just as interested as the rest of the world in helping co-design and create products with brandsIn fact, 88% of people in Brazil want oppotuntieis to share in the design and development process withyouIt‘simportanttonotethatourresearchsuggeststhatbrandsreceivethe same creditwhetherpeoplechoosetoparticipate in productdevelopmentor not...people will givebrandcreditfor a sharedproduct just byofferingpeopletheopportunitytocontribute
Transparency about product performance is the most important of the 16 behaviors brandshare tested in seven of the 12 industry sectors we examinedPeople desire and reward brands that are open and honest with them.
87% of people in Brazil want brands to be as transparent about your products’ performance as you are about your values.Transparency about your products’ performance is ranked one of the 3 most important brandshare behaviors in 11 out of 12 industries tested.
Adobe recognizes the value of inviting people to participate in product development. Their recent introduction of Photoshop Lightroom represents the fifth time the brand has invited people to beta test the product before it launches in market. But what distinguishes Adobe from other beta tests is that it is open to the public and includes an open forum for sharing opinions. Adobe listens to what they hear and adapts its product accordingly. Adobe benefits two ways: products reflect people’s real needs and desires and people have the sense a sense of brand ownership that comes from actively participating in a brand’s development.
Shared History is about involving people in a company history or story. It is unique amongst all of the brandshare dimensions.
History is the most unusual of the kinds of sharing we looked at. We didn’t see huge demand or stated importance, but it is the most influential brandshare behaviorShared history personalizes and familiarizes a brand. In many ways, it makes it quite human, particularly when real stories about the real people behind the brand are told.A lot’s been written about heritage. Our data shows conclusively that it’s a ‘secret ingredient’. People won’t always tell you want it, but when they know it, they’ll respond.
Similar to many other countries, shared history has the strongest correlation to people’s behavior in Brazil
Volkswagen is a brand with a rich heritage and a lot of stories to tell. The brand’s Why VW social channel provides a highly-visible and engaging way for the brand to share its history. But Volkswagen also recognizes that people have their own history with the brand and their own stories to tell. So, Why VW is also a platform for people to share their own stories as well, making it a truly shared history.
The first mandate for marketers is to change their marketing ethosEvolve from the old model on the left side of this slide – one that is linear, where most of the brand development action happens behind real or figurative ‘closed doors’ until it is completed. In this model consumers are the end point,The sharing model on the left recognizes the value of including people at every stage of the brand development process
The second mandate is to create a singular brand narrative.Companies do a great job of communicating their Values and History e to a broad range of stakeholders. Unfortunately too often, consumers aren’t one of them.Corporate Communications and Brand Marketing teams must collaborate on actively engaging people in the full breadth of a brand’s story
Social and experiential channels become more valuable when they incorporate the types of sharing people want, so the third mandate for marketers is to integrate sharing across all channels:Redesign communities to actively listen and respond to people’s questions, ideas and needs. Use them to invite people to collaborate on productsReconsider branded experiences to incorporate Shared Values and Shared GoalsRecalibrate marketing communications to more fully share your brand
Remember, we now know it’s not just nice to show, it is a business imperative.There is a business correlation between brands that share, including outcome usage, purchase and recommendation.