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Brand Communication Is Brand Experience

Brand Communication Is Brand EsperienceEverybody knows by now that it’s not what your market thinks of your brand that counts. Your customer could spell out, in bullet points, everything that’s wonderful about your product. That doesn’t mean you’ll make the sale. Decisions are made by the lizard brain – in the limbic system. That’s what governs emotion. We know now that what matters is how a market feels about a brand. And that is determined by how the brand is experienced. So how does your market experience your brand? Do customers come into a retail environment? Do your clients lunch in your office? Is your trade show booth the place where you interact with your primary buyers? These are all experiential events wherein the people who matter most to the success of your brand actually get to rub shoulders with it. Promotional and advertising campaigns also give your market a taste of your brand. But, for most small and middle-market businesses, there is no retail environment, no hosting clients at lunch, no trade shows. There aren’t ever any promotional events. There’s no budget to do any real advertising. How then can the brand ever be experienced?

It’s all in how you communicate with your market. It’s not just a matter of giving your clients or customers the information they need to make smart buying decisions. It’s the manner in which you impart that information. Most buyer personas are thoroughly researched and codified. Businesses know what makes their customers tick. Once identified, the business has to meet its buyers where they live. It has to match up to their markets’ values. (If you can’t do this, you’re in the wrong business.) Markets have to see businesses as belonging in their lives. That’s the prerequisite for even beginning to market to them. 

If you’re in a B2B market, assemble the logos of all the companies who purchase from you. Put them all on one screen. Now add your logo. Does it belong in that group? Is it of the same quality in design? Legibility? Meaning? Does it stand out – but in a bad way? Odds are your potential clients see this too. They won’t let you in their world if they think you don’t belong. Run a parallel exercise comparing websites. Does your site seem up to running with the big dogs? If not, time to upgrade that site.

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Visual communication is paramount. Purchasers use that information to let you in – or screen you out – of their lives. Once you’re in, you have to talk to them. You have to learn about their problems. Describe the solutions you can deliver. But, again, it’s not just the words you use. It’s the way you use them. The language you use, the tone of voice, will differ if you’re selling to skateboarders or to boards of directors. 

It’s those visuals, that vocabulary and that tone of voice that your market experiences. This is how they “feel” you. This is how they determine if they have confidence in you and whether or not to buy from you.

Every business has to communicate with its market on some level. It has its website. It has its visual identity. It may have sales representatives talking to clients on the phone. A brand strategy should provide directions for creating the kind of experience the business wants its customers to have through those interactions. Most businesses never create brand experiences like trade show booths or promotional events. In those cases, the only experience of the brand comes through its brand communication. Best to put some thought into it. Speak to the human brain and the lizard brain.

Best Branding Reads – Week of April 15, 2019

Tiger Woods Got 3 Words of Advice From His Caddie During the Masters–and They Were Absolute Genius
We should all have a caddy this good.

Gen Z Doesn’t Want To Buy Your Brand, They Want To Join It.
Will they let your product into their lives? What should you change so that they will?

Del Taco will sell Beyond Meat tacos starting this month
his is a major shift for their brand. Getting out ahead of the competition is risky.

Every Brand Purpose Must Be Defended
Still troubled by the conflation of Cause and Purpose. But the author’s point is well taken.

New Logo for Ontario
Three men in a hot tub. Hilarious. New logo is much better.

New Logo and Identity for Pete Buttigieg
One of the better campaign identities I’ve ever seen.

In the battle for mobile engagement, branded apps hold untapped value
For larger companies, branded apps make so much more sense than television advertising.

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Best Branding Reads
Week of January 18, 2021

GM unveils new logo, plans new website in shift to electric vehicles
There’s something symbolic, I think, about going from upper case to lower case, from steely blue to sky blue.

Why Your Innovations Aren’t Working
Something to think about at the start of the new year.

How Strong Brands Embrace Emotional Insight to Drive Growth
Again, we make decisions with our lizard brain so that’s where brands need to make their appeal.

Aligning Brands With Shifting Demographics
COVID-19 is altering society more dramatically than we realize.

What 2021 requires from leaders
Denise Yohn shares thoughtful insights in this short video

Increasing Brand Awareness with AR
Only the biggest budgets can handle this now. But it will soon become more accessible.

How Purpose Is Driving Financial Performance
An excellent recipe for how a brand should align with the right social purpose.