C-Suite executives, corporate researchers and their agencies recognize that we are no longer driving on a one-way street. We have always known how important it is to manage both brand equity and customer equity. What’s different today is that the full power of marketing will come from understanding and managing them jointly. Our new research has clear implications for strategy and creative. It shows that personally relevant experiences with a brand, the specific experiences that are really meaningful to consumers, are highly correlated with brand usage and preference, and even more so with growing the customer base: acquiring new customers and winning back lapsed customers. At BrandPanorama, we help clients unlock the full value of their brands by understanding how brand equity builds customer equity and how we can forge and sustain these dynamic relationships between brands and consumers
The Impact of Consumer-Brand Relationships on Market value
1. The Impact of Consumer-Brand Relationships
on Market Value
May 2013
2. BrandPanorama Research & Consulting LLC
• BrandPanorama LLC helps clients choose the marketing and communications
strategies that will build brand equity, grow the customer franchise, drive
marketing power and increase financial return.
• In today’s digitally connected world the relationships between consumers, brands
and the bottom line are constantly changing. Marketers are creating meaningful
and personally relevant brand experiences and engaging with consumers through
every available touchpoint, not just building awareness through mass media.
Consumers are increasingly motivated to participate with brands through co-
creation and co-ownership.
• We are a full-service, independent custom market research firm specializing in
research-based consulting. We develop, model, measure and manage effective
brand equity, customer equity and marketing strategies. Our expertise in
understanding consumer decision-making helps clients develop strategies that
resonate with and engage customers, delivering superior growth, asset value and
profitability.
BrandPanorama LLC
3. BrandPanorama’s distinctive approach is in part a
response to the Consumer-Brand Paradigm shift
BrandPanorama LLC
Creating brand awareness,
relevance, experience and demand
Outbound, inbound,
and surround
Any and every
consumer touchpoint
Relationship, and
Co-ownership
Engagement and Participation
Age of the Mass Market (20th Century)
Creating brand awareness
One-way communication
Major mass media
Interrupt and Repeat model
Reach
Age of Digital (21st Century)
4. Unlocking the full market value of your brand:
Consumer-Brand Relationships are the key
• Relationships connect the Brand to the Customer. Decoding these
relationships is key to building brand equity, growing the customer
franchise, driving marketing power and increasing financial return.
BrandPanorama LLC
5. The BrandPanorama Brand Model gives prominence
to “why I am attracted the brand” and “how it makes
me feel”
BrandPanorama LLC
Attachment
•Brand Emotion and
Fit with Self-Image
Meaning
•Personal Relevance and
Brand Experiences
Attraction
•Positive Differentiation and
Brand Charisma
Salience
•Brand Registration
and Familiarity
6. Our research shows the development of Brand Equity
and the health of Customer Equity are highly related
BrandPanorama LLC
Correlations among
brand users (maintain;
vulnerable) and non-
users (grow;
unavailable).
Respondent level data
across 48 brands, 9
categories, 1500
respondents.
7. We find certain Consumer-Brand Relationships have a
greater than expected impact on market value
• Brand Relationships and Customer Equity jointly explain about 40% of the
variance of Market Value Multiple (market capitalization/sales).
• Brand Relationships are about 90% as important as Customer Equity
• Brand Relationships account for about one-quarter of the variance of
same-period customer equity development.
• Brand Relationships connect the Brand to the Customer. They shape and
are shaped by customer segmentation, messaging and selection of
marketing channels.
• Specific types and styles of Consumer-Brand Relationship are important
at each stage of customer equity development and maintenance:
• Attracting new users
• Promoting trial and adoption
• Increasing purchasing frequency
• Building loyalty, and
• Winning back lapsed users
BrandPanorama LLC
8. Measuring the impact of Consumer-Brand
Relationships on Market Value
• Brand Relationships and a Stable
Franchise size (Customer Equity)
each have significant impact on
market capitalization multiple:
• Actual vs predicted model fit with
MV/S:
BrandPanorama LLC
Market
Cap/Sales
Brand
Relationships
Customer
Equity
.48 .43
R2=.42
Best Buy
LinkedIn
Discover
Lowes
Target
Goldman Sachs
MasterCard
3M
Facebook
American Express
Home Depot
CitibankBank of America
Visa
BP
Pfizer
JP Morgan Chase
WellsFargo
Johnson & Johnson
Google
WalMart
Chevron
General Electric
ExxonMobil
Apple
.00
50000.00
100000.00
150000.00
200000.00
250000.00
300000.00
350000.00
400000.00
450000.00
0 100000 200000 300000 400000 500000 600000
PredictedMarketCapitalisation($000)
Actual Market Capitalisation ($ 000)
9. How the brand is positioned to the consumer:
Brand Perceptions (personality, imagery, attributes)
• Brand Perception factors across 48 brands and 9 categories:
BrandPanorama LLC
Responsible &
Reputable
Relaxed &
Stylish
Charismatic Positively
Differentiated
Smart
Prestigious
Visionary
High Quality
Helpful
Socially Responsible
Trustworthy
Caring
Sensible
Fun
Cool
Easy
Friendly
Stylish
Different
Dynamic
Excitingly innovative
Leader
Progressive
Distinctive
Unique
Functionality Emotional Values What You See is What
You Get
Performs well
Gives satisfaction
Love
Fit with Self-Image
Open and transparent
Authentic
10. How the consumer experiences the brand:
Brand Experiences are powerful elements of positioning
and creative strategy
• Many brand strategies focus on the brand’s promise to the customer but ignore
how the customer experiences or relates to the brand. Brand Experience is
therefore a source of competitive positioning advantage as well as being
inherently insightful.
• BrandPanorama’s validated proprietary Brand Experience segmentation can be
used to identify the predominant styles of relationship for any brand. This is
invaluable for messaging and tone of marketing communications:
BrandPanorama LLC
Self-Esteem Self-Expression Mentoring There For Me Pleasure
Makes me look
good to others
Makes me feel
good about myself
Simplifies my life
Helps me to
express myself
Frees me to be
myself
Challenges me to
think differently
Teaches me
Inspires me
Shares my values
Appreciates my
business
Is recommended
by people I care
about
Responds to my
needs
Has my interests at
heart
Brings back good
memories
Provides a little
treat for me
Excites me
11. BrandPanorama defines a Consumer-Brand Relationship
as the co-occurrence of a Brand Perception and a
relevant Brand Experience
• These 5 “power relationships” styles have emergent or superadditive properties
i.e. the combination of the two components is greater than the sum of their parts .
BrandPanorama LLC
Brand Experiences
Brand
Perceptions
Self-Esteem Self-Expression Mentoring There For Me Pleasure
Performance/
Satisfaction
Reinforcement
Emotional
Attachment
Identification
Brand
Charisma
Role Model
Positive
Differentiation
Self-
Differentiating
Relaxed &
Stylish
Entertaining
12. BrandPanorama’s “Power Relationships”
• Reinforcement Superior brand performance and high satisfaction
makes me feel and look better and smarter to others
• Identification I am strongly attached to the brand; it communicates to
others who I am
• Role Model The brand’s charisma makes it a leader and helps me be
one also
• Self-Differentiating The brand’s difference includes me and makes me
feel different too
• Entertaining Just for the sheer fun of it.
BrandPanorama LLC
13. The Reinforcement relationship: superior brand
performance and high satisfaction makes me feel and
look better and smarter to others
BrandPanorama LLC
YouTubeLinkedIN
Google
Facebook
Apple
Red Robin
Olive GardenFriendly's
Outback Steakhouse
Denny's
Applebees
Wells Fargo
JP Morgan Chase
Goldman Sachs
Citibank
Bank of America
Visa
MasterCard
Discover
American Express walmart.com
lowes.com
jcpenney.com
homedepot.com
amazon.com
WalMart
Target
Sears Lowes
JC Penney
Home Depot
Best Buy
Mitt Romney
Barack Obama
Pfizer
Johnson & Johnson
General Electric
Exxon Mobil
Chevron
BP
3M
Pantene
L'Oreal
Herbal Essences
Head & Shoulders
Dove Hair Care
Clairol
John Frieda
Digital
Casual Dining
Banks
Credit Cards
etail
Mass Market Retail
Presidential Candidates
Gas
Corporate (excl gas)
Haircare
0
0.05
0.1
0.15
0.2
0.25
0.3
3 3.5 4 4.5 5 5.5 6
Performance/Satisfaction
Self-Esteem
14. The Identification relationship: I am strongly attached
to the brand; it communicates to others who I am
BrandPanorama LLC
YouTube
LinkedIN
Google
Facebook
Apple
Red Robin
Olive GardenFriendly's
Outback SteakhouseDenny's
Applebees
Wells Fargo
JP Morgan Chase
Goldman Sachs
Citibank
Bank of America
Visa
MasterCard
Discover
American Express
walmart.com
lowes.com
jcpenney.com
homedepot.com
amazon.comWalMart
Target
Sears
Lowes
JC Penney
Home Depot
Best Buy
Mitt Romney
Barack Obama
Pfizer
Johnson & JohnsonGeneral Electric
Exxon Mobil Chevron
BP
3M
PanteneL'OrealHerbal EssencesHead & Shoulders
Dove Hair Care
Clairol
John Frieda
Digital
Casual Dining
Banks
Credit Cards
etail Mass Market Retail
Presidential Candidates
Gas
Corporate (excl gas)
Haircare
0
0.05
0.1
0.15
0.2
0.25
0.3
0.35
2.75 3.25 3.75 4.25 4.75 5.25 5.75
Emotional Attachment
Self-Expression
15. The Role Model relationship: the brand’s charisma
makes it a leader and inspires me to be one also
BrandPanorama LLC
John FriedaClairol
Dove Hair Care
Head & ShouldersHerbal EssencesL'Oreal
Pantene
3M
BP
Chevron
Exxon Mobil
General Electric
Johnson & Johnson
Pfizer
Barack Obama
Mitt Romney Best Buy
Home Depot
JC Penney
Lowes
Sears
Target
WalMart
amazon.com
homedepot.com
jcpenney.com
lowes.com
walmart.com
American Express
Discover
MasterCard
Visa
Bank of AmericaCitibank
Goldman Sachs
JP Morgan Chase
Wells Fargo
Applebees
Denny's
Outback Steakhouse
Friendly's
Olive GardenRed Robin
Apple
Facebook
Google
LinkedIN
YouTube Digital
Casual Dining
Banks
Credit Cards
etail
Mass Market Retail
Presidential Candidates
Gas
Corporate (excl gas)
Haircare
0
0.05
0.1
0.15
0.2
0.25
0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4 0.45 0.5
Brand Charisma
Mentoring
16. The Self-Differentiation relationship: the brand’s
difference includes me and makes me feel different too
BrandPanorama LLC
John Frieda
Clairol
Dove Hair Care
Head & Shoulders
Herbal Essences
L'OrealPantene
3M
BP
Chevron
Exxon Mobil
General Electric
Johnson & Johnson
Pfizer
Barack Obama
Mitt Romney
Best Buy
Home Depot
JC Penney
Lowes
Sears
Target
WalMart
amazon.com
homedepot.com
jcpenney.comlowes.com
walmart.com
American Express
Discover
MasterCard
Visa
Bank of America
Citibank
Goldman Sachs
JP Morgan Chase
Wells Fargo
Applebees
Denny's
Outback Steakhouse
Friendly's
Olive Garden
Red Robin
Apple
Facebook
Google
LinkedIN
YouTube
Digital
Casual Dining
Banks
Credit Cards
etail
Mass Market Retail
Presidential Candidates
Gas
Corporate (excl gas)
Haircare
0.05
0.1
0.15
0.2
0.25
0.3
0.1 0.15 0.2 0.25 0.3 0.35 0.4 0.45 0.5
Positive Differentiation
ThereforMe
17. Identification and Reinforcement are the most
dominant power relationship styles across all brands
and categories
BrandPanorama LLC
6.4%
9.0%
14.8%
32.8%
37.0%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
Entertaining
Role Model
Self Differentiating
Reinforcement
Identification
18. Reinforcement: Self-Esteem builds first with trial;
Performance and Satisfaction lag but build preference
among users
BrandPanorama LLC
never used unlikely to use
never used neither likely
nor unlikely
never used likely to use
infrequent and occasional
users one of several
regular users one of
several
infrequent and occasional
users one I prefer
regular users one I prefer
-0.5
-0.4
-0.3
-0.2
-0.1
0
0.1
0.2
0.3
0.4
0.5
-0.6 -0.4 -0.2 0 0.2 0.4 0.6 0.8 1 1.2 1.4
S
e
lf-E
s
te
e
m
Performance/Satisfaction
19. Identification: developing the franchise requires
growing both Emotional Attachment and the
experience of Self-Expression at the same time
BrandPanorama LLC
never used unlikely to use
never used neither likely nor unlikely
never used likely to use
infrequent and occasional users one
of several
regular users one of several
infrequent and occasional users one
I prefer
regular users one I prefer
-0.6
-0.4
-0.2
0
0.2
0.4
0.6
0.8
1
-0.6 -0.4 -0.2 0 0.2 0.4 0.6 0.8 1 1.2 1.4
Emotional Attachment
Self-Expression
20. Role Model: movement up the franchise
development funnel requires growing brand charisma
and the experience of mentoring at the same time
BrandPanorama LLC
never used
unlikely to use
never used neither
likely nor unlikely
never used likely to use
infrequent and occasional users
one of several
regular users one of several
infrequent and occasional users
one I prefer
regular users one I prefer
-0.5
-0.4
-0.3
-0.2
-0.1
0
0.1
0.2
0.3
0.4
0.5
-0.6 -0.4 -0.2 0 0.2 0.4 0.6 0.8 1
Brand Charisma
Mentoring
21. Self-Differentiation: growth in purchase intent
requires strong differentiation; preference requires
both differntiation and mentoring
BrandPanorama LLC
never used unlikely to use
never used neither likely nor unlikely
never used likely to use
infrequent and occasional users
one of several
regular users one of several
infrequent and occasional users
one I prefer
regular users one I prefer
-0.8
-0.6
-0.4
-0.2
0
0.2
0.4
0.6
0.8
-0.4 -0.3 -0.2 -0.1 0 0.1 0.2 0.3 0.4 0.5
Positive Differentiation
ThereforMe
22. Entertaining: movement up the franchise
development funnel requires communicating fun and
experiencing pleasure at the same time
BrandPanorama LLC
never used unlikely to use
never used neither
likely nor unlikely
never used likely to use
infrequent and occasional users
one of several
regular users one of several
infrequent and occasional users
one I prefer
regular users one I prefer
-0.6
-0.4
-0.2
0
0.2
0.4
0.6
-0.6 -0.4 -0.2 0 0.2 0.4 0.6
Relaxed & Stylish
Pleasure
24. Brands within a category (e.g. haircare) may have
very different levels of franchise development
BrandPanorama LLC
33.8
22.8
6.4
10.5 13.0
20.3
10.7
10.5
6.1
3.1
2.6
4.9
5.6
4.8
4.5
2.5
1.8
2.4
1.9
2.9
2.5
2.6
3.6
2.5
3.9
2.7
2.7
5.0
21.2
30.3
32.0
25.6
34.6
32.4
29.3
3.9
5.4
12.7
7.5
6.4
5.0
8.3
6.0
4.6
5.7
7.7
6.6
6.9
7.6
7.1
5.9
16.6
17.0
10.1
10.5
16.1
2.4
3.6
4.3
4.3
4.3
2.7
2.9
3.7
6.3 3.7
6.1
6.2
5.6
4.3
3.7
7.3 7.4
11.4
8.2
3.8
7.0
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
John Frieda Clairol Dove Hair
Care
Head &
Shoulders
Herbal
Essences
L'Oreal Pantene
lapsed user unlikely to use
lapsed user neither likely nor unlikely
infrequent users only if no alternative
occasional and regular users only if
no alternative
regular users one I prefer
infrequent and occasional users one
I prefer
regular users one of several
infrequent and occasional users one
of several
lapsed user likely to use
never used likely to use
never used neither likely nor unlikely
never used unlikely to use
26. Example: a Consumer-Brand Relationship
diagnostic footprint
BrandPanorama LLC
Brand Experiences
Brand Perceptions
Brand Perc eptions&
Brand Experiences are
in sync. They synergize
each other to create a
strong Consumer-
Brand Relationship
The Brand has strong
perceptual equities, but
customers’ experiences do not
match up to expectations. The
brand needs to stop “talking
at” the customer and start
engaging
Brand Experiences are
positive, but customers
don’t know what the
brand stands for. Brand
communication needs
sharpening in order to
build a strong
relationship
27. Case Study: Relationship Footprints of two
competing big-box retailers
BrandPanorama LLC
Reinforcement
Identification
Role Model
Self-Differentiating
Entertaining
-0.4
-0.3
-0.2
-0.1
0
0.1
0.2
0.3
0.4
-0.15 -0.1 -0.05 0 0.05 0.1 0.15 0.2
Brand Positioning
RelevantExperiences
Reinforcement
Identification
Role Model
Self-Differentiating
Entertaining
-0.4
-0.3
-0.2
-0.1
0
0.1
0.2
0.3
0.4
-0.15 -0.1 -0.05 0 0.05 0.1 0.15 0.2
Brand Positioning
RelevantExperiences
Brand A Brand B
28. In Summary
• C-Suite executives, corporate researchers and their agencies recognize that we are
no longer driving on a one-way street. We have always known how important it is
to manage both brand equity and customer equity. What’s different today is that
the full power of marketing will come from understanding and managing them
jointly.
• Our new research has clear implications for strategy and creative. It shows that
personally relevant experiences with a brand -- the specific experiences that are
really meaningful to consumers -- are highly correlated with brand usage and
preference, and even more so with growing the customer base: acquiring new
customers and winning back lapsed customers.
• Now more than ever, growing and sustaining strong brands requires insight into
the relationships between brands and consumers, as well as understanding the
rational and emotional drivers of consumer choice.
• At BrandPanorama, we help clients unlock the full value of their brands by
understanding how brand equity builds customer equity and how we can forge
and sustain these dynamic relationships between brands and consumers.
BrandPanorama LLC
29. About BrandPanorama Research & Consulting
• BrandPanorama is a custom market research and consumer insights firm
offering research services and research-based consulting. We help clients
develop branding, communications and marketing strategies that will build
brand equity, grow customer equity, drive marketing power and maximize
financial return. Our goal is to provide senior-level expertise and deliver
actionable business-focused insights.
• Creating and growing strong brands requires a keen understanding of the
rational and emotional drivers of consumer choice, as well as insight into the
relationships between a brand and its customer. Our expertise in
understanding consumer decision-making and consumer-brand relationships
helps our clients develop successful strategies.
• BrandPanorama specializes in brand equity and customer equity research. In
particular:
– Brand Strategy
– Brand Performance
– Customer Strategy and Loyalty
– Marketing Strategy
BrandPanorama LLC
30. BrandPanorama’s Services
BrandPanorama LLC
Research-based Consulting and full-service custom
research on brand strategy and performance, customer
strategy, and marketing strategy
Project Management Services Expert support and
advising for project design and management, special
projects, analysis and reporting, or trouble-shooting,
without adding to your headcount
Creative Research Visualization for high-impact reports
and presentations. Custom data visualizations,
infographics, explanatory diagrams and brand narratives
that facilitate internal and external communication and
promote organizational alignment
31. BrandPanorama’s Solutions
BrandPanorama LLC
Brand Strategy
• Brand Equity Assessment
• Brand Essence, Promise and Story
• Value Proposition
• Brand Positioning
• Brand Architecture
• Brand Portfolio and Extension
• Brand Communications Strategy
Development
• Employee Alignment
• Reputation Management
Brand Performance
• Brand Equity Measurement
• Brand Monitoring and Tracking
• Brand Performance Optimization Modeling
• Brand Metrics
• Financial Return on Brand Investment
• Brand Valuation
Customer Strategy and Loyalty
• Customer Equity Measurement
• Consumer-Brand Relationship Assessment
• Customer Acquisition, Retention and Win-back
• Customer Experience and Touchpoints
• Consumer Journey
• Employee Engagement and Alignment
Marketing Strategy
• Opportunity Space Assessment
• Market Description, Structure and Sizing
• Customer Segmentation, Targeting and Profiling
• Consumer Insights
• Product and Service Innovation
32. BrandPanorama’s Approaches
BrandPanorama LLC
• BrandPanorama’s research and consulting services are high-quality and
affordably priced. Our low cost base, agility and flexibility, ability to scale, and
global network of associates represent meaningful value and a competitive
advantage for our clients.
• Our research-based consulting makes a measurable difference to your brand,
customer or marketing strategy. We have the experience and expertise to use
the right approaches and tools for each engagement.
Evaluative (quantitative)
Research
• Online surveys
• Telephone surveys
• Social media monitoring
• Marketing analytics
• Modeling
Generative (qualitative)
Research
• Focus groups
• In-person interviews
• Online communities
• Online video groups
• Ethnographies
• Laddering
Listening & Discovery
• Fact-finding Brand Scans
• Immersive Branding
Audits
• Alignment & Consensus-
building Workshops
Visualization
• Research visualization
• Visualizing brand vision
& strategy
• Creative expression
• Brand stories/narratives
34. Your Process is Our Process
• Our approach is consultative and very collaborative. We tailor each
engagement with our clients’ needs and goals foremost in our minds. Our
experience tells us that this is the most helpful, useful, approachable
route. It puts you in the driver’s seat.
BrandPanorama LLC
Understand
Business Goals
Build Consensus
Implement
Research Program
Align Enterprise
Measure and
Manage
36. Mark Stapylton
BrandPanorama LLC
BrandPanorama is led by Mark Stapylton, a
customer insight and brand strategy specialist
with deep global brand experience. He has
led research practices for global research
firms such as Hall & Partners, Harris
Interactive, Wirthlin Worldwide, Knowledge
Networks and Research International, and
was a co-developer of BrandAsset Valuator at
Young & Rubicam. Among other adventures,
he has explored market opportunities for
American beer brands in Eastern Europe,
American motorcycle brands in China, and
American beef in Japan.
37. BrandPanorama
FROM INSIGHT TO OUTLOOK
Contact
Mark Stapylton
(845) 702-2045
mark.stapylton@brandpanorama.com
www.brandpanorama.com
@brandpanorama