Brand Storytelling

Storytelling is an often overlooked and undervalued communication method in branding. Using a metaphorical journey to describe aspects such as brand personalities and values is a unique way to get a client to understand a proposed brand idea. Stories are also metaphors and very powerful ones. They allow us to talk to the subconscious mind in such a way that the conscious mind does not reject or censor an underlying message (Developing Your NLP skills : Andrew Bradbury. P96)

Remember this point: A story can be used to communicate an underlying message that will not be questioned like an opinion or statement. A case study can be presented as a story to substantiate other claims or recommendations. Minimising confusion and conflict whilst providing clarity, a story becomes a very powerful tool in creative presentations. Selling an emotional concept in an analytical way results in a conflicting communication model. I agree with David Ogilvy that clients require rational reasons to make emotional decisions. However, they need to experience the emotional connection you're selling to understand the consumer's state of mind. It must be remembered that consumers make emotional choices and decisions just as much as logical choices. More importantly, it is emotional experiences that are remembered.

Therefore conveying an emotional value or idea with emotional language is clearly a more effective tool in a creative presentation. This is where telling a relevant story becomes so effective. For example, if selling a positioning that revolves around the concept of magic, a story that tells of the wonder of a child experiencing something like flying a kite for the first time can be extremely compelling. A concept like determination brings to mind some of the amazing stories of training that professional atheletes go through. The important point is to tell a story that the client will be able to personally relate to and let them recall a similar experience. If you can't tell the story yourself, there may be a video you can present that sells the experience you want to convey. This is another sensory method of selling a concept at a visual, auditory and kinesthetic level.

The average memory space of a person ranges from four to seven items at best, best represented by numerical sequences like phone numbers which are broken into digestible chunks for better retention. Research has also shown that worldwide attention spans are shrinking and people are more effectively blocking out the constant bombardment of visual stimulus such as advertising. Having methodologies to enhance a brand's memorability and recall is essential for success. I recently became interested in the way we record information after watching a world memory challenge.

What was fascinating was that nearly all the competitors used the same method to memorise what appeared to be a staggering amount of information such as numbers and patterns. An explanation from one competitor stated that by linking long number sequences to people and places he was already familar with, then creating a story as he walked through his imagination from person to person and place to place enabled him to remember the entire numerical sequence. It was compelling proof of the ability of a story to ensure maximum recall once you leave a presentation.

The conclusion was that stories are both emotively powerful and memorable. A very simple example I found effective was asking someone to write as many animal names as possible straight onto paper, then comparing it to someone who I asked to imagine walking through a jungle and naming animals they saw. A person who is able to internally visualise finds it much easier to recall items. Taking a conceptual journey stimulates more of our senses and sparks more links to existing
memories.

In oversaturated global markets every advantage to improve communication and heighten recall is beneficial. Brand stories should be part of every presentation and brand toolkit. Knowing that the brain works best by linking stories along a journey, telling a brand 'story' is a powerful tool in selling creative concepts. It also ensures the client experiences an emotional connection that is closer to the consumer experience.

Be careful, we're watching you

Consumer profiling is always an interesting phase of any branding project. And with social media making consumer voices more transparent than ever before ... I'm starting many projects with RSS keyword alerts across news, twitter and blogs. Combined with several social media tools (compete, social mention, socialseek and whostalkin are just a few favourite starting places) it's a great way to begin getting a clearer brand picture from a customer perspective.

But why scour the dark corners of internet alleys? Well, like any moment in a dark alley, the difference is honesty. People tend to say what they really think in a public forums, untempered by a social surrounding or within earshot of small impressionable children. A focus group creates a different context that can, if not properly moderated, create diluted or steered responses. But you can't argue when a customer posts a comment on Twitter saying 'Your product not only made my problem worse, my shrieks of pain scared the neighbours. My ex-girlfriend finally got it off with baby oil. Length and girth extender ... never again!'. The damage to brand perception and potential customers is almost irreversible.

That said, there's so much potential for real-time monitoring and instant feedback. Having recently stayed at the JIA Hotel in Hong Kong, I'd tweeted a general message about the Philippe Starck association and within five minutes, a JIA representative had replied directly to me asking about the service and overall experience. I was both surprised by the immediacy of the response but appreciative that they appeared to be concerned about my stay (or that customers are promoting a positive public facing message). My stay was genuinely a good and recommended one ... but out of pure curiosity I would have liked to have seen a response to an unhappy client...the true test. It's still a good reminder that marketing divisions should always have brand alerts set up for these scenarios. The ability to put out spotfires quickly before they become rampant is truly a part of any PR and brand perception campaign and assists in promoting a consumer first attitude to the public.

Combining the real-time presence of online monitoring with consumer profiling also changes the areas of brand focus. I've been working at integrating product adoption potential, social/peer influence and consumer brand alignment into our methodology to compliment our other data. "More stats!" can occassionally overwhelm a definitive point (as Mark Twain said 'facts are stubborn, but statistics are pliable') but in the consumer realm, they're king. In conjunction with behavioral patterns and levels of influence, online consumer profiling should be a part of your every project.

Stop yelling and selling. Start participating.

As I write this branding continues to change at a rate faster than the average cheetah can keep up with. Digital is the buzzword floating around my office at the moment, but I'm personally seeing this less as a complete direction change and more as the space in which brands now live and interact with consumers in. It's a natural progression versus a radical departure from most agencies core competencies.

Where real change is happening is communication. Branding has moved from yelling into a crowd and seeing who listens, to opening up the forum floor to anyone who wants to speak. For the uninitiated this can be quite intimidating. Transparency has taken on the true meaning of the word as regulation, within reason, is often perceived as a negative influence to the participation process.

But this is the change that every brand must embrace. Negativity is productive. Change is good. Opinions are wanted. As Microsoft's Mich Mathews stated, brands have moved into the 'Era of Customer Participation', a business space where brands must be able to organically adapt to an ever changing landscape. Successful brands must open direct channels to consumers and ask them 'Let us know how we can help you more, because this is your brand as much as ours'.

Social and rich interactive media solutions open up a new world of possibilities to both consulting and creative people. Speaking a differentiated message consistently at all touchpoints? The tradition. Providing a vehicle for consumers to shape, create and fulfill an untapped need? The change.