Is Your Brand Truly Consumer-Centric?

Is Your Brand Truly Consumer-Centric?
A paper to stimulate thoughtful consideration.
John Hallward
Ipsos ASI, President, Research Evolution

I S YO U R B R A N D T R U LY C O N S U M E R - C E N T R I C ?

“ Our DNA is as a consumer company
- for that individual customer who’s
voting thumbs up or thumbs down.
That’s who we think about.
And we think that our job is to take
responsibility for the complete user
experience. And if it’s not up to par,
it’s our fault, plain and simply.
– Steve Jobs
”

2


Marketers want their brands to resonate with consumers, and often
companies want to grow without limitation. However, many brands
fail to live up to such aspirations because they fail to establish
strong consumer connections. Brands often focus too much on a
brand USP (unique selling proposition), on segmentation targeting,
and a brand-centric approach – a focus on what the brand wants to
say about itself.
This paper discusses the challenges of being too brand-centric in the hope that
readers might think more about their consumers, and less about their brand.
Look after the first, and the latter will win.
There are many examples of brands which have demonstrated the success of a
generalized consumer-centric approach – brands that have tapped into what
consumers want to feel, without expressing a USP or targeting a narrow
consumer segment. In converse, brands which support one USP, to one ideal
sub-segment, often find themselves restricted in their potential for greater mass
appeal. Why put the brand in a box with walls? Might your brand benefit from
being more consumer-centric, without self-inflicted restrictions?

3


A Consumer-Centric Approach
As the label implies, a consumer-centric approach puts the focus on consumers; on
what they want to hear, feel, and ultimately experience. It is about creating brand
resonance via emotional associations. It is about triggering. It is about avoiding
narrow-casting to sub-segments of the market. Good marketing is based on what
consumers want to experience; not about saying what the brand wants to say about
itself. To forecast where I am going with this, consumers want it all!
Humans judge decisions by how they expect each choice will make them
feel (perceived or in reality).
A consumer-centric approach recognizes how humans make decisions. Humans
build associations for brands. These associations are complex sets of intertwined
messages, experiences, characteristics, hearsay, feelings, assumptions, and so on,
based on everything that has being experienced in relation to a brand. Each of these
associations is evaluated (consciously or sub-consciously) for the degree of
favorableness; some associations for a brand may be negative, while others are
neutral, or positive. Naturally, there are degrees for all of these associations, and
how we ‘feel’ about them changes based on our moods. Overall, we carry many
associations for each of the thousands of brands which we have experienced.
Humans have many different need-states and desires. And we are
motivated to satisfy them.
Next, we need to consider the consumer and his or her need-states. Humans have
needs and desires. Think about Maslow’s Hierarchy of Needs. We can also think of
moods, dreams, and wishes if you would like. And these needs and desires flux and
change hour to hour, day to day, week to week, month to month, and so on. One
moment, I might want junk food, but after satisfying that craving, five hours later
I might want healthy food. The speed of how quickly a junk food desire becomes a
wish for health food can be quick. Consumers are not constant, consistent machines.
We are moody and often irrational! It is these wants and desires which motivate
consumers to act; to satisfy them. Some are easier or quicker to sate, and others
take years to plan and achieve.

4


We forecast our expected feelings in satisfying our need-state based
on the associations built up with each choice/option.
The act of selecting and buying a brand happens at the intersection of a consumer’s
needs/desires with whatever brand associations they have in mind. For a specific
need-state (for example, a hunger pang at 4 pm), a consumer will judge the brands/
choices which come to mind and could satisfy their desires. They assess what they
know and expect to experience from each possible brand selection. The person puts
weights on the importance of each strength and each weakness associated with a
brand, and arrives at an overall assessment of “fit” of the brand to their need/
desire. How well does each brand compare versus others for specific need-states?
• Brands which fail to come to mind at all, for that consumer’s specific need-
state, are not to be judged. Strike one. (This is not a case of the brand being
unknown. It is a case of the brand failing to come-to-mind, at the right time,
to be judged).
• Brands which come to mind, but fail to have positive relevant associations for
the given need-state will also drop out of contention. Strike two. This can be
due to a lack of appropriate brand familiarity, or it could be due to an irrelevant
set of associations (for that need-state). To be clear, these associations are
judged by the consumer against what he or she wants to feel/experience. It is
not enough to know a fact about a brand, if one does not appreciate what
that fact might allow them to better experience some day.
• Brands which fail to have multiple other possible benefits (for other needs
states; and only apply for this one specific need/situation), may also be
disadvantaged. Brands which can satisfy the current need, as well as other
different possible need-states, may earn greater attraction versus a brand
which is a ‘one-trick pony’. A third strike? Has your brand struck out?

5


Elements of a Strong Consumer-Centric Approach
1) Can your brand do better WITHOUT a USP (Unique Selling Proposition)?
There is a significant desire of a brand team to differentiate versus competitors. The
strategic thinking which goes into selecting a brand’s USP resembles warfare, with
imagery maps reflecting the competitive battle field, and positioning statements as
the weapons. In brand management, we are often encouraged to pick one brand
benefit (advantage) and leverage it.
For example, if one was marketing ‘pain relievers’, a brand team could choose one
of several different possible strategic USPs: longest-lasting, fastest acting, the
safest, the most gentle, the most powerful, or the cheapest (among other benefits).
However, this is a brand-centric approach. Consumers do not want USPs.
Consumers want it all! Consumers want a pain reliever which is the fastest,
strongest, longest-lasting, gentlest, safest, AND cheapest. And if there are three or
four such brands, this would be even better because it would make finding a
solution even easier.
Picking just one main reason to buy a brand narrows the appeal to only those
consumers who value that proposition, in those fewer need situations. A well
established USP makes the brand less universally appealing. This is what I mean by
putting walls around a brand, and restricting the opportunity to be big, for all people.
Implications:
• Focus less on the one or two features or positionings of the brand, and instead,
focus on sating one or more consumer need-states.
• Consider avoiding precision (be vague!). Appeal to general (genetic) human
desires found in all of us without building walls or restrictions. The Nike
campaign, “Just Do It” is a strong and successful example of focusing on
consumer desires/wants, without precisely defining a narrow appeal. The
campaign is focused on the consumer and not Nike features, products, or
USPs. “Just Do It” appeals to the full range of consumers, for however each
person interprets the brand.

6


2) Would your brand be better WITHOUT segmenting the target?
Marketers often like to conduct segmentation research, grouping people into
common profiles, and labeling them. However, such segmentation fails to
appreciate that consumers are not stable and consistently rational. The reality
is that all consumers have many similar (genetic) emotional needs and aspirations
within them, and they become stronger and weaker depending on the person’s
moods. Thus, it is not a good idea to put one label on a person and to assume
this is constant. For example, health nuts will eat junk food. Blue collar workers
will drink imported beers, men will use female shampoos, and so on. The
explanation is found in the need-states, desires, and sets of brand associations…
not in a fixed constant segmentation label.
Furthermore, the more success a brand has
in targeting a specific sub-segment, the
less welcome other people who do not
match that definition will feel. Imagine if
Apple’s iPod was launched as a new
technology for the young generation of
connected Millennials. If Apple narrowly
focused on this sub-segment, and referenced age-appropriate music which
appealed to the Millenials, there is a real risk that iPod would have turned off
the older generation, or alienated people who enjoy other forms of music. The
iPod “Silhouette” campaign did a great job of avoiding a user profile definition,
or any one type of preferred music. By avoiding a narrow segment, all consumers
are invited to a brand, for whatever reasons they enjoy. In turn, there are no
restrictions put on the brand, which can then appeal to all.
Implications:
• The most relevant exception to segmentation is to simply target where the

money is made. Follow the money, and then otherwise, invite everyone to
the brand (who can possibly give you money)
• Avoid narrow-casting or targeting a sub-segment which uninvites those

outside of the sub-segment. Appeal to the emotional need-state found in
all people. This brings us to resonance…

7


3) Are you selling to the emotional need-states in all consumers?
How many different emotional need-states can your brand put up its hand to
be legitimately considered? When consumers have desires, is your brand an
obvious strong choice to satisfy the desired emotional experiences? These
emotional elements are the ultimate drivers in brand choice – so this is where
the emphasis should be. The more often a brand can respond to different
emotional need-states, the more chances it has to be chosen… and the greater
the sales. Product characteristics are simply the ingredients (license-to-believe)
which support the consumers’ assessment.
With this in mind, perhaps brand managers should be targeting consumers with
the intention of enveloping their brand with many emotional associations.
What emotional pay-offs can your brand offer? And how many?
From our Ipsos databases, we observe:
(1) Some well established brands are associated with offering many emotional
pay-offs, while other known brands lack such associations;
(2) Brands which offer many emotional associations have higher brand equity
and stronger purchase interest than brands which offer fewer such
emotional associations;

Emotional associations drive brands The more emotional associations, the greater
the purchase interest
30

25
Definitely Will Buy
Definitely/Probably Will Buy
82%
r=.61
20 71%
Brand Equity

61%
15
45% 49% 48%
10 32%
24%
5
18% 17%

0
Distinct emotional associations 0 Attributes 1-2 Attributes 3-4 Attributes 5-6 Attributes 7-8 Attributes
# of Emotional Motivators Associated to Brand(s)

Source: Ipsos-ASI R&D Data Source: Ipsos-ASI R&D Data

8


(3) Strong brands can offer many emotional associations which on the surface
appear to be opposites or contradictory. Some brands are seen as both
harmonistic/reserved/quiet, while offering emotional associations of being
individualistic/expressive/out-going.
Emotionally rich brands such as Starbucks, Apple, Hallmark, eBay, Zappos, Nike,
Virgin, Wikipedia, Facebook, and many more have earned great equity and
business success. They have avoided selling to a small sub-segment, for one USP,
and focusing too much on themselves. They have avoided being too prescriptive
and precise. Instead, they have invited the consumer to build their own reasons
for engagement. These brands have followed a “Broad Selling Proposition”. Nike
simply said “Just Do It”. Apple invited all people + music, and Virgin just showed
a rebellious brand personality (Richard Branson). -- To be clear, this is not about
directly trying to sell or communicate multiple messages. It is being so universal
and all-appealing, that consumers establish their own different, unique (multiple)
associations. – The power is in the simplicity.
Implications:
• By avoiding precision, one can achieve the most! “Just Do It” invites any

and all humans to feel good buying the brand - from world-class Olympians
to couch-potatoes who rarely exercise.
• Sell to (universal) emotional need-states, and not to sub-segments of people.

• Do not sell product features. These are the license-to-believe to support

the higher-order emotional associations. Focus on the latter. Build the
emotional associations as the core basis for why consumers will want to
select your brand.

9
Copyright ©2012 Ipsos Corporation. All rights reserved.


4) Does your campaign have the right architecture? Should you be
triggering your brand instead of communicating about it?
I find many advertisers have adopted an advertising model of trying to get their
message in to consumers’ heads, but often the better model might be to work on
triggering out the brand associations at the relevant situation. Many brands are old,
established, and familiar to consumers. Thus, it is relatively pointless to have as an
advertising model the goal of communicating what consumers already know.
Instead, the advertising model should be working to trigger out these mental
associations at the appropriate situations. If a consumer understands much about
a granola bar, but fails to think of such a snack when their stomach rumbles at 4
pm, then the failure is not in understanding the brand, but failing to have it triggered
to mind. Is your brand better served trying to trigger?
A rather old yet still relevant example is the US “Miller
Time” campaign. This advertising stopped talking about
the beer, and focused instead on establishing the trigger
of “Miller Time”. The advertising built the link between
the end of a long day’s work and the emotional
associations of relaxing with a Miller beer, all tied to the brand in a neat easy-to-
remember ‘thought unit’. The trigger of quitting time is associated to Miller beer…
and to relaxing. To this day, many Americans over 35 years of age still remember that
at the end of the day, when it is time to relax, it is “Miller Time”. And you can’t miss
the branding! This is great triggering in action. It is about the consumer, and not the
brand features.
Implications:
• Focus the advertising on the need-states in each consumer’s life in which the
brand wishes to come-to-mind. Then establish the link between this need-state
to the brand. This is often achieved in a short memorable advertising
mnemonic, jingle, or visual image. The focus of the advertising is building the
link (trigger) instead of focusing on communicating brand features (which are
already known).

10


A case for a USP and narrow targeted segmentation…
To close, and to be fair to the many readers who are feeling worried that this may
not apply to their brands, I would be remiss if I did not acknowledge that some
brands do indeed need to offer a reason for their existence. For example, a new
(late) entrant into a mature category likely needs to offer a strong reason why the
world needs another brand choice in the market. And some brands which cannot
afford to battle the big guys may wish to find a small ignored, niche sub-segment
of consumers, in hope their brand can carve out a profitable business. These are
good reasons to have a USP, and to narrow-cast. However, such brands should also
accept that they are likely putting their brand in a box, with limits for growth. And
even in this niche marketing effort, do not forget to build the emotional associations
consumers want to experience. And please consider triggering as a more appropriate
advertising architecture. Meanwhile, for the big brand leaders, bring down the
walls, and build as many emotional associations to allow your brand to resonate as
often as possible. Give consumers everything they want.

11
Copyright ©2012 Ipsos Corporation. All rights reserved. 1 2 - 0 7 - 3 0

About Ipsos ASI
Ipsos ASI is a leading global research agency specializing in advertising and brand
communications. Offering state-of-the art research solutions that employ measures
predictive of in-market performance, our research helps clients build stronger brands.
Our areas of expertise include all aspects of advertising development and in-market
evaluation across traditional and emerging media. Ipsos ASI’s goal is to help clients
deliver the right message at the right time across the right media to deliver the best
return for their brand.
The Ipsos ASI team of brand and communications research experts is a global
community of specialists who are passionate about advertising. From concept
development to production, from final execution and into post-implementation
performance, we help inform client decisions at every stage of the process.
To learn more about Ipsos ASI, visit www.ipsos.com/asi

For more information, please contact:
Leah McTiernan
Vice President, Ipsos ASI
leah.mctiernan @ ipsos.com

Copyright ©2012 Ipsos Corporation. All rights reserved. 1 2 - 0 7 - 3 0

Is Your Brand Truly Consumer-Centric?

More Related Content

What's hot

Similar to Is Your Brand Truly Consumer-Centric?

More from IpsosASI_NL

Is Your Brand Truly Consumer-Centric?