Viva’s Blog: Marketing 2.0: Transparency

In a world where consumers have more information than ever before, transparency is critical for winning brands.

Why is transparency important?

Transparency is key to building trust and trust is fundamental to creating a relationship with customers that endures beyond a single transaction.

There are roughly 10 million brands in the world and we’re exposed to 5,000 a day. That’s a far cry from the 500 daily brand exposures estimated in the 70’s. What’s the takeaway for marketers? Creating brand loyalists is a lot more difficult. It takes connecting with your customers on a deeper level. It means sharing information – good and bad – that they want and need to feel confident about their brand choice.

What does it take to be transparent?

Like most strategic marketing initiatives, transparency starts with understanding your customer. What do they care about? What influences their buying decisions? What need or desire does your product or service fulfill? Once you understand what drives your customer’s behavior, you can determine what and how to communicate to them.

For example, if your customer is a health conscious parent, then you know that they value “clean” labels. What’s a “clean” label? It’s one that includes fewer ingredients, often natural or organic, explains how it’s made, and where the ingredients come from. Case-in-point – the Panera customer.

Panera CEO Ron Shaich announced it would eliminate a long list of artificial flavorings, controversial sweeteners and preservatives from its menu items by 2016. He explained, “I want to serve everyone the food I want my daughter to eat….people are much more conscious of what they put in their bodies.”

Uber knows what it takes. Its on-demand transportation service provides consumers with information their riders value and taxi companies have never shared. All it takes is a click on the Uber app and you’ll receive an estimate of how long it’ll be until your driver arrives, where they are, what kind of car they drive, their name and even their picture. Then, once the ride is over, you receive a simple email with the details of the ride and cost. A wealth of information that consumers want, packaged in an easy to digest manner. That’s effective transparency.

What brands have employed transparency in their marketing and are winning?

DOVE: Beauty advertising, like marketing for many industries, has focused on making people feel insecure. Dove boldly did the opposite. It took a risk and used transparency to show what women really look like. The result? Over 60 million views on YouTube and 20 million likes on Facebook.

dove

Importantly, the campaign is a wonderful demonstration of the brand’s character: honest, pure and true.

PATAGONIA: Patagonia gets their customer. Their website is beautifully designed to immediately engage their visitors. Two tabs on the top navigation bar cleanly state: SHOP and INSIDE PATAGONIA.

INSIDE PATAGONIA lists simple choices for the visitor to learn more about the brand’s mission, materials & technology and history.

SHOP enables the visitor to click on a product and read technical details about the materials including weights, material composition and where it’s made. But that’s not all. Scroll down and Patagonia elegantly invites their visitors to “View our supply chain”. That’s where photos like this one of Quang Vet Enterprise Co., Ltd., a sewing factory that’s been a Patagonia supplier since 2009, are on display.

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CHIPOTLE: The chain, which operates more than 1,700 restaurants across the globe, has been referred to as a “transparency trailblazer”. Chipotle is the first American fast food operator to go GMO-free.

Despite costing more to go GMO-free, Chipotle understands that their customers, who CEO Steve Ells describes as “Millennials who would skip fast food in favor of restaurants like Chipotle,” want healthy, natural food.

People love Chipotle. They love the speed of the burrito assembly line, the witty one-liners on cups and billboards, and the surplus of options to fill their tortillas. People also appreciate the brand’s focus on sustainable agriculture and honesty toward consumers.

Chipotle’s secret sauce has been their commitment to having an honest conversation with their customers. In the case of GMOs, Chipole was not afraid to acknowledge their imperfections.

chipotlefarewelltogmos1

Is your company transparent? How are you creating a relationship with your customers that will endure beyond a single transaction? Too often, marketers strive to develop a brand image past the point of reality and end-up tiptoeing around their flaws. Fight the urge. Humanize your brand; share the good and the bad and your cadre of brand loyalists will grow.

Read more Viva’s Blogs at www.VivaLaBrand.com

Author:
Laura Sheridan
About:
Laura Sheridan, Founder & President of Viva La Brand has a proven track record of effective branding and advertising, spanning over twenty five years with some of the best in the business: Foote, Cone & Belding in Chicago; Hill, Holliday and Polaroid in Boston; and, Progressive Insurance and Viva La Brand in Cleveland. Laura founded Viva La Brand to offer large and small organizations alike strategic marketing expertise to catapult their visibility, growth and profitability. Viva La Brand develops effective brand strategies and conducts ad agency searches that successfully match clients with the optimal ad agency partners. Laura is proud to work with smart, innovative leader Brands in a wide range of industries from health care to manufacturing to technology and financial services. In addition to her work with clients, Laura is an author and speaker on all topics related to Brand.
More articles by: Laura Sheridan

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