It’s tough for brands these days. All the competition. All the change. And all that damn marketing! And perhaps most difficult is getting consumers to know you, then like you, and finally, to trust you.
Brands – and I’m talking about brands of all sizes, really – invest a lot of money in so many areas – it might be research and development, or operations, offices, showrooms or retail stores, or even the “perfect” ingredients for their recipes. These are all things that are relatively controllable for the brand.
But once they’re born, brands are basically out of control. Because, ultimately, consumers decide if the brand is good or bad, cool or “over,” worth the money or not. And in the age of social media, the lack of control can really get scary.
Consider the recent tweet by the then-President-elect Donald Trump:
On the surface, it sounds like another one of the Donald’s weirdly-supportive and overly generalized ramblings. But there’s something really telling about this. The account of @realDonaldTrump has about 22 million followers. That’s a really lot. All of whom now have this “advice” about supporting and patronizing L.L. Bean.
We’ll stay out of the politics of this exchange, and whether or not it’s ethical for a candidate to receive a donation from an individual, and then use his massive influence to issue a sales pitch for her company after winning. Because eeeewww.
But what happens if that brand DOESN’T WANT that endorsement?
After the tweet, a group called Grab Your Wallet added L.L. Bean to a boycott list of any companies associated with Donald Trump. What if thousands, or even millions of L.L. Bean consumers got wind of that and decided to protest the man by dropping the brand? That has real consequences for the brand – especially if it’s publicly traded. L.L. Bean quickly issued a statement on their Facebook page (that reaches just slightly over 750,000 followers – see the disparity there?) distancing themselves from alignment with any candidate and asking Grab Your Wallet to reconsider their position. [They haven’t.]
And if you’re a brand that’s invested time, and money, and millions of dollars and hired people all over the country and have supply chains in place and employees who count on your continued success for their livelihoods, it’s a little disconcerting to know that equity can all disappear – or at least be seriously compromised – with 140 characters or less. In this hyper-polarized age, it’s certainly possible that bonds are being formed and broken in more and more capricious circumstances.
So what’s a brand to do?
Well, it’s simple. Advertise.
While there are many ways to develop and grow a brand, advertising remains the most direct route to establishing your own position, and forwarding your point of view.
So, if you’re an apparel company, and someone does or says something terrible while wearing your clothing, advertise. If you’re a food brand that gets protested by a fringe group who claims you’re not environmentally responsible enough, advertise. If you’re a retailer and you’re losing share because some influencer tells millions of followers that she overpaid for your wares, advertise.
At the very least, you’ll have had your say. You’ll have run commercials and ads and said to the world: “this is what we stand for.” “This is who we stand for.” “This is who we are.” Otherwise, you might get hijacked by someone’s wayward ramblings…even if they may have had good intentions in the process.