The document discusses the Customer-Based Brand Equity (CBBE) model for building a strong brand. [1] The CBBE model is a pyramid with steps to guide brand building, starting with brand salience and awareness, then performance and imagery associations. [2] It continues with customer judgments of the brand based on meaning and responses, followed by desirable feelings toward the brand. [3] The final step is brand resonance, creating an intense, loyal relationship between customers and the brand.

1. CBBE Model: How To Build A Strong Brand
Posted by Brand and Butter on January 26, 2010
Strong brands are important.
The challenge is to build a brand that is strong, unique and favourable – a brand that evokes positive,
emotional feelings. A brand where customers react and experience positively to the brand’s
product/services/ideas/people.
We need to create a brand that evokes the desired positive knowledge structures: thoughts, feelings,
images, perceptions, attitudes.
But how do we build one?
Building a brand isn’t as easy as it sounds, but there is a marketing model providing guidance for
brand building, called the customer-based brand equity model (CBBE model).
The basic premise of the CBBE model is that the power of a brand resides in the minds of its
customers. The CBBE model acts as a branding ladder, orbuilding blocks to guide a firm’s marketing
programs.
Below is a diagram of the Customer-Based Brand Equity Model (CBBE model):
CBBE: Customer-Based Brand Equity Model
CBBE PYRAMID
Start from the base of the pyramid and work your way up, building the blocks of a strong brand.

2. Step 1: Salience - talks about Brand Awareness (depth and breadth)
Identity – Ensure customers can identify the brand and can associate the brand with a specific product
class or need.
Depth of brand awareness: how likely the brand will spring to mind (recognition and recall) much the
customer knows your brand when they see/hear about it
Breadth of brand awareness: when the customer thinks about your brand, and the range of
purchase/usage situations in which the brand comes to mind.
Step 2a. Performance (2, 3, 3, 2, 1)
Meaning – Establish meaning to the brand so that when customers think of the brand, they
strategically link both tangible and intangible brand associations with the brand.
Performance dimensions:
1a primary characteristics
1b secondary features
2a product reliability
2b durability
2c serviceability
3a service effectiveness
3b service efficiency
3c empathy
4a style
4b design
5 price
Step 2b. Imagery

3. User profiles, purchase and usage situations, personality and values, history, heritage and
experiences.
- usually intangible aspects of the brand
- can be formed directly; via own experiences
- can be formed indirectly; via external marketing communications, advertising, word-of-mouth
4 Main Intangibles:
1. User profiles: person (demographic such as age, gender, race, income; psychographic such as
careers, attitudes towards life, social issues) or organisations (size and type e.g. “caring”)
2. Purchase and usage situations: channel type (department store, online, boutique); location
(inside or outside home), activity during usage (formal or informal, dine-in or takeaway)
3. Personality and values: brand acts like a person e.g. modern, sophisticated, angry like Hungry
Jack’s angry Angus Burger. Consumers often choose brands that they perceive and aspire themselves
to be like so the brand personality is consistent with their own self-concept; otherwise, consumers
who are “self-monitors” will be sensitive to how others see them, so will more likely choose brands
whose personalities fit the consumptiong situation.
4. History, heritage and experiences: brands may use associations to relate to consumers’
recollections of personal or shared experiences. Brands can become iconic by using these experiences
to tap into consumers’ hopes and dreams. e.g. L’Oreal use spokespeople from all ages (20s, 30s, 40,
50s, 60s) for each of their products to tap into each market segment. By doing this, L’Oreal is
combining the experience from women of all ages who can share together their knowledge and
personal experience with the brand. Also, the history behind the company, and the endorsements that
these spokepeople make create a sense of hope and dream that one day a consumer who uses L’Oreal
can aim to be like these spokemodels and feel like they are “worth it”.
Step 3a. Judgment
Responses – Gauge customer responses to the brand identification and brand meaning.
Brand judgments are personal opinions and evaluations about the brand.
Judgment dimensions: quality, credibility, consideration, superiority

4. Step 3b. Feelings (strong and favourable)
Feelings dimensions: warmth, fun, excitement, security, social approval, self-respect
Step 4. Resonance (intense and active)
Relationships – Convert the brand response to create intense, active loyalty relationship between the
customer and the brand.
Loyalty, Attachment, Community, Engagement