I met with a technology CEO this week who has been doing some work with a brand strategy boutique. The executive shared with me the main output of the work – the main brand idea – and it was “trust.” Without giving too much away about the company and the category I will admit consumers who trust his product more than a competitor’s are likely favor the company with business. Trust is not wrong, but as a brand idea it is not right either. You can’t just manufacture trust. It’s a process. It’s something that has to be built. If the endgame, therefore, is to be trusted more than a competitor, one needs a strategy that engenders trust. So the brand idea needs to be the about the path not the end point.
A good branding shop should know better. But of course, one can sell trust to any number of clients to get heads nodding. “Yeah, yeah, yeah, yeah. That makes sense.”
Coke wants to create preference (end point) but it uses refreshment to get there. Branding is about the journey not the end point. (Did I just use the word journey? I must be slipping.) Branding is also about using words, images, deeds and experiences to create context that get you credit for other things. Things left unsaid. Things you earn but don’t have to say. Like trust.