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GRAHAMDBROWN.COM How they think different…
What Starbucks & Apple do.. What the Rest does… Brand Experience Brand Management Brand Love Brand Like Customer Experience Campaigns Shared Experience Shared Content Social Space Social Media
GRAHAMDBROWN.COM PEOPLE METRICS 85 of
brand happens in daily interacBon (tweets, status updates, content shares, conversations between customers, between customers and employees) PEOPLE CULTUREMETRICS Brand Experience CULTURE % The Starbucks Brand Experience
GRAHAMDBROWN.COM "They're creating community hubs
online, They take what they're really, really good at as a company — in terms of consumer experience and thinking about what consumer relationship is to the company and to the brand.” - Michael Schutzler, CEO of the Washington Technology Industry Association
GRAHAMDBROWN.COM “The businesses that utilize
technology to enhance their customers' experiences are going to be the big winners in the years to come. I'd definitely put Starbucks in that category.” - Kevin Johnson, COO President Starbucks
GRAHAMDBROWN.COM Starbucks Dominates Instagram Shares
Number of photos tagged on Instagram by brand name SOURCE: TOTALYOUTHRESEARCH BASED ON EMARKETER DATA STARBUCKS IS ONE OF THE MOST POPULAR BRANDS ON INSTAGRAM Nearest big brand Apple not even half of Starbucks Earned Media Pepsi Coke Apple Starbucks 19.1m 9.1m 5.2m 3.4m That’s a lot of people sharing Starbucks experiences
GRAHAMDBROWN.COM Families are spending less
time together % of families who make time for… family gets together every day family shops together every week family has annual vacation together 1991 2001 2011 It’s not just families but society-‐wide we have less social contact than 20 yrs ago