The Rule of the Fluid Formula.
I am a firm believer in the concept that ‘Everything Matters’. Every single touch point factors into the brand experience equation. How much each elements factors in is a matter of debate and strategic preference, but make no mistake about it—everything matters.
If you’re looking for a proven formula, though, you’re out of luck. Great brands embrace the fluid nature of the experience. Here’s an example:
As I walk into a local cafe, music plays in the background. The coffee is good and the seat is comfortable, so I sit down to work. The soundtrack is a cool retro 70s funk—loud enough to recognize the song, but not so loud that I can’t think. If the total brand experience is equal to 100, the music is probably a 5. Maybe less.
So, the music in the cafe is equal to 5% of the total brand experience score. Not really significant. I’ll be back, but not for the music.
As I walk into the same cafe the next day, there is no music playing. The coffee is still good and the chairs are still comfortable, so I sit down to work. There’s a weird silence. Lulled by the sound of refrigerators humming, the soundtrack is punctuated by sounds of coffee machines buzzing, mugs hitting tables, and chairs sliding across the floors. I can even hear the person three tables away tapping on their keyboard. The lack of music is distracting. If the total brand experience is equal to 100, the lack of music probably distracts 50 or more points away.
Now, the music in the cafe is equal to 50% of the total experience. Pretty significant. I won’t be back, simply because the music was a mistake.
Is the music worth 5% or 50% of the total brand experience? Actually. It’s both.
Often, it’s impossible to define what makes a great experience great; it’s the collection of every little detail working together in a constant, fluid experience. However, when one detail fails—one detail that contradicts the expectation—it becomes pretty clear why the experience is negative.
There is no strategic formula that defines how much each touch point is worth to the brand. The key is complete understanding of the experience you are promising, being aware of every possible detail, and giving your team the necessary tools, training and permissions to act. You have no idea which detail will have an impact.
Poor brand strategy relies on a few key touch points to wow their stakeholders—assigning fixed values to an arbitrary formula—while believing the failure of less important touch points doesn’t damage the brand. Poor brands ignore the details. Great brands know that everything matters, and leave nothing to chance.
Great brands embrace the Fluid Formula.
Nicely put. It’s easy to over analyse these things and therefore put emphasis in the wrong place. It’s the whole we need to be worried about.
Thanks for the comment. I completely understand why organizations want to find the “formula”—it takes away the risk and simplifies management (read: lowers costs). If only they realized what was at stake by such a narrow focus.
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