Without question, a brand’s advertising and its visual identity are part of the brand promise and experience, or at least can be dressed up to appear so. However, it is critical to distinguish between brand experiences and the brand experience.
Brand experiences can be fun moments for the customer. This might be an event of some kind, often referred to as “experiential.” As brands move away from traditional advertising, they move toward “happenings,” increasingly involving social media. It’s a remarkable video or clever tweet that goes viral.
These types of transient experiences constitute much, if not most, of what drives marketing today. It is all very cool, and can make even the dullest brand seem hip, but it still comes down mostly on the side of making promises as opposed to keeping them. It’s the 21st century version of a 30-second television commercial. Don Draper is alive and well, and living on YouTube.
Here’s the thing: Of what value is a momentary, fun, marketing-infused experience, if the day-in, day-out experience with the product or service falls short? It’s limited, at best. At worst, it can be fatal, given that nothing exposes a bad experience faster than good advertising.
Wired: “Under Armour was founded on a simple idea: Make athletes better. To do that, it’s turning human performance into a big data problem. The company is betting on the notion that the right hardware, the biggest dataset, a lot of machine learning, and powerful motivational tools can make everyone better, faster, and stronger. It’s betting that technology doesn’t exist solely to make us lazy, to bring everything to our door with the push of a button.
The centerpiece of that bet is a $400 kit, announced today, called Healthbox, that provides a scale, an activity tracker wearable, and a chest strap for measuring heart rate. The company also is updating Record, its mobile app, making it a 24/7 real-time barometer of your fitness and health. These tools, combined with three apps Under Armour has purchased in recent years, provide the most comprehensive ecosystem of fitness products yet made.”
While serendipity often involves accidents, it is not accidental, or passive, writes Pagan Kennedy, author of Inventology, in The New York Times. The term itself was coined in 1754 by Horace Walpole, and was based on “a Persian fairy tale about three princes from the Isle of Serendip who possess superpowers of observation.”
In other words, “serendipity … is something people do … That’s why we need to develop a new, interdisciplinary field — call it serendipity studies — that can help us create a taxonomy of discoveries in the chemistry lab, the newsroom, the forest, the classroom, the particle accelerator and the hospital.”