Yes, that's exactly what I wanted to tell this brand and the people behind it!
There's this brand that I love(d). It's a big global brand. Over the years, however, I've seen it gradually being eaten up by obsolescence. And I've been pissed off with the management's refusal to get out of their slumber and do something about it.
Finally I was happy to see the brand come up with an app, which I dutifully downloaded, shared all my data. To begin with, even before engaging with me, the blokes tried to sell me stuff. I dismissed the bad manners as an oversight, you see, I love(d) the brand.
Still zealously expecting some delight to come my way, I continued to my profile page. And then it suddenly became clear why the brand had fallen prey to obsolescence - I was told that I had zero 'Loyalty points'. The team was obviously caught in a time warp, in a state of denial, unable to see that brand loyalty as a concept, just like their brand, had become irrelevant - it's something you expect from dogs, not customers. Well, I love dogs. But, surely don't like being thought of as one, at least, not any more.
And that in today's time when the brand actually is formed in the customer's head and is owned by the customer, it's incumbent upon the brand to show how it cares and wants to reward (an expression of) affinity for the brand.
You think your brand team is caught in the same battle for relevance? And are worried that your brand is on its way to be consigned to the bins of the past? We at Expereal India can help.
Avik Chattopadhyay #brandstrategy #affinity
Retired as Head Corporate and Marketing Communications Tata Hitachi Construction Machinery
4moVery nice work