Soumettre la recherche
Mettre en ligne
JULY 2008 ACCELTEON REPORT ON TRIBAL MARKETING
•
4 j'aime
•
4,018 vues
Titre amélioré par l'IA
M
Malcolm Jussawalla
Suivre
A white paper on Tribal Marketing For more info visit www.accelteon.com/blog
Lire moins
Lire la suite
Business
Signaler
Partager
Signaler
Partager
1 sur 7
Télécharger maintenant
Télécharger pour lire hors ligne
Recommandé
bajaj allianz life insurance
bajaj allianz life insurance
Rahul Agrawal
Bajaj
Bajaj
Quazi Ghous
Bajaj Auto Presentation
Bajaj Auto Presentation
Ayush Parekh
Bajaj Allianz life Insurance Company
Bajaj Allianz life Insurance Company
Geetanjali Rani
Bajaj allianz general insurance for Insurance
Bajaj allianz general insurance for Insurance
Mohit Gandhi
Bajaj Auto Ltd 2013-14
Bajaj Auto Ltd 2013-14
Mohammed Maaz
Bajaj auto ltd
Bajaj auto ltd
Raghu Kunthe
Parle agro
Parle agro
Anurag Upadhyay
Recommandé
bajaj allianz life insurance
bajaj allianz life insurance
Rahul Agrawal
Bajaj
Bajaj
Quazi Ghous
Bajaj Auto Presentation
Bajaj Auto Presentation
Ayush Parekh
Bajaj Allianz life Insurance Company
Bajaj Allianz life Insurance Company
Geetanjali Rani
Bajaj allianz general insurance for Insurance
Bajaj allianz general insurance for Insurance
Mohit Gandhi
Bajaj Auto Ltd 2013-14
Bajaj Auto Ltd 2013-14
Mohammed Maaz
Bajaj auto ltd
Bajaj auto ltd
Raghu Kunthe
Parle agro
Parle agro
Anurag Upadhyay
Bajaj company profile
Bajaj company profile
Amit Gupta
Strategic perspective of present and future opportunities and challenges of i...
Strategic perspective of present and future opportunities and challenges of i...
anmolverma24
Bajaj Auto Co Introduction
Bajaj Auto Co Introduction
Praful Metange
JLL_Project & Cost Management Capability Statement
JLL_Project & Cost Management Capability Statement
Gary Badhams
Strategic management by Hero motocop
Strategic management by Hero motocop
Rakesh Rachayya
Market study bajaj auto
Market study bajaj auto
Nihar Routray
CSR Report of Tata Consultancy Services.pptx
CSR Report of Tata Consultancy Services.pptx
KrishPatel613306
Marketing of Milk
Marketing of Milk
M Harris Hashmi
Business Strategies and Development of Carlsberg China
Business Strategies and Development of Carlsberg China
Suet Ying CHOW (Camy)
Bajaj
Bajaj
Hemanth Yadavalli
Brandppt
Brandppt
Kamal Kishor
Olper’s lite milk
Olper’s lite milk
NCBA&E Multan Campus
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
shah kunal
Aci nutrilife rice bran oil (MKT337 project NSU)
Aci nutrilife rice bran oil (MKT337 project NSU)
Mehedi Hasan Polash
Financial Statement Analysis of Eicher Motors
Financial Statement Analysis of Eicher Motors
Dev Dharaiya
About the management process of Lucky Lanka
About the management process of Lucky Lanka
Tharushika Ruwangi
10 Step Marketing Plan
10 Step Marketing Plan
Efren Estrella
MARKETING STRATEGIES OF LIC
MARKETING STRATEGIES OF LIC
Lakshay Tyagi
Event
Event
rishirai13
Corporate social-responsibility-of-wipro
Corporate social-responsibility-of-wipro
i really should study...oh its 7?..too late now
Pillars of marketing
Pillars of marketing
Kunal Kapoor
STP
STP
Dr.Aravind TS
Contenu connexe
Tendances
Bajaj company profile
Bajaj company profile
Amit Gupta
Strategic perspective of present and future opportunities and challenges of i...
Strategic perspective of present and future opportunities and challenges of i...
anmolverma24
Bajaj Auto Co Introduction
Bajaj Auto Co Introduction
Praful Metange
JLL_Project & Cost Management Capability Statement
JLL_Project & Cost Management Capability Statement
Gary Badhams
Strategic management by Hero motocop
Strategic management by Hero motocop
Rakesh Rachayya
Market study bajaj auto
Market study bajaj auto
Nihar Routray
CSR Report of Tata Consultancy Services.pptx
CSR Report of Tata Consultancy Services.pptx
KrishPatel613306
Marketing of Milk
Marketing of Milk
M Harris Hashmi
Business Strategies and Development of Carlsberg China
Business Strategies and Development of Carlsberg China
Suet Ying CHOW (Camy)
Bajaj
Bajaj
Hemanth Yadavalli
Brandppt
Brandppt
Kamal Kishor
Olper’s lite milk
Olper’s lite milk
NCBA&E Multan Campus
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
shah kunal
Aci nutrilife rice bran oil (MKT337 project NSU)
Aci nutrilife rice bran oil (MKT337 project NSU)
Mehedi Hasan Polash
Financial Statement Analysis of Eicher Motors
Financial Statement Analysis of Eicher Motors
Dev Dharaiya
About the management process of Lucky Lanka
About the management process of Lucky Lanka
Tharushika Ruwangi
10 Step Marketing Plan
10 Step Marketing Plan
Efren Estrella
MARKETING STRATEGIES OF LIC
MARKETING STRATEGIES OF LIC
Lakshay Tyagi
Event
Event
rishirai13
Corporate social-responsibility-of-wipro
Corporate social-responsibility-of-wipro
i really should study...oh its 7?..too late now
Tendances
(20)
Bajaj company profile
Bajaj company profile
Strategic perspective of present and future opportunities and challenges of i...
Strategic perspective of present and future opportunities and challenges of i...
Bajaj Auto Co Introduction
Bajaj Auto Co Introduction
JLL_Project & Cost Management Capability Statement
JLL_Project & Cost Management Capability Statement
Strategic management by Hero motocop
Strategic management by Hero motocop
Market study bajaj auto
Market study bajaj auto
CSR Report of Tata Consultancy Services.pptx
CSR Report of Tata Consultancy Services.pptx
Marketing of Milk
Marketing of Milk
Business Strategies and Development of Carlsberg China
Business Strategies and Development of Carlsberg China
Bajaj
Bajaj
Brandppt
Brandppt
Olper’s lite milk
Olper’s lite milk
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
AN IMMERSION STUDY REPORT ON BAJAJ AUTO LIMITED
Aci nutrilife rice bran oil (MKT337 project NSU)
Aci nutrilife rice bran oil (MKT337 project NSU)
Financial Statement Analysis of Eicher Motors
Financial Statement Analysis of Eicher Motors
About the management process of Lucky Lanka
About the management process of Lucky Lanka
10 Step Marketing Plan
10 Step Marketing Plan
MARKETING STRATEGIES OF LIC
MARKETING STRATEGIES OF LIC
Event
Event
Corporate social-responsibility-of-wipro
Corporate social-responsibility-of-wipro
Similaire à JULY 2008 ACCELTEON REPORT ON TRIBAL MARKETING
Pillars of marketing
Pillars of marketing
Kunal Kapoor
STP
STP
Dr.Aravind TS
Product positioning. by Md. Shahab Uddin ( Tipu)
Product positioning. by Md. Shahab Uddin ( Tipu)
tipu143143
Product positioning. by Tipuajnabi.
Product positioning. by Tipuajnabi.
tipu143143
1 Strategic Product Management - Introduction
1 Strategic Product Management - Introduction
Rajesh Satpathy, Regional College of Management (RCM), Bhubaneswar
SEGMENTATION & TARGETING
SEGMENTATION & TARGETING
Libcorpio
Brand Masterclass Week Four
Brand Masterclass Week Four
Idris Mootee
Stp(2)
Stp(2)
salmaaezzz
Market Targeting
Market Targeting
Abhijith R
A "mathematical" diagnostic tool for how to create and manage brand...
A "mathematical" diagnostic tool for how to create and manage brand...
Drthomasbrand Limited
Mobile/Social Marketing Recommendation
Mobile/Social Marketing Recommendation
Brad Stageberg
brand scavenging
brand scavenging
Vishakha Pithwal
Presentation Slides - Brand Meaning In The Age Of Macro Flux
Presentation Slides - Brand Meaning In The Age Of Macro Flux
Justin Small
Product mix
Product mix
StudsPlanet.com
The communized brand
The communized brand
Rimjhim Ray
Chapter 7: Segmenting, Targeting & Positioning
Chapter 7: Segmenting, Targeting & Positioning
Cheenee Adorna
Building a Powerful & Enduring Brand
Building a Powerful & Enduring Brand
Dr Dev Kambhampati
Blue Spa [Brand Management] Pratik Negi
Blue Spa [Brand Management] Pratik Negi
pratik negi
Blue Spa [Brand Management] Pratik Negi
Blue Spa [Brand Management] Pratik Negi
pratik negi
Zara Present Final
Zara Present Final
Gina.Arlie
Similaire à JULY 2008 ACCELTEON REPORT ON TRIBAL MARKETING
(20)
Pillars of marketing
Pillars of marketing
STP
STP
Product positioning. by Md. Shahab Uddin ( Tipu)
Product positioning. by Md. Shahab Uddin ( Tipu)
Product positioning. by Tipuajnabi.
Product positioning. by Tipuajnabi.
1 Strategic Product Management - Introduction
1 Strategic Product Management - Introduction
SEGMENTATION & TARGETING
SEGMENTATION & TARGETING
Brand Masterclass Week Four
Brand Masterclass Week Four
Stp(2)
Stp(2)
Market Targeting
Market Targeting
A "mathematical" diagnostic tool for how to create and manage brand...
A "mathematical" diagnostic tool for how to create and manage brand...
Mobile/Social Marketing Recommendation
Mobile/Social Marketing Recommendation
brand scavenging
brand scavenging
Presentation Slides - Brand Meaning In The Age Of Macro Flux
Presentation Slides - Brand Meaning In The Age Of Macro Flux
Product mix
Product mix
The communized brand
The communized brand
Chapter 7: Segmenting, Targeting & Positioning
Chapter 7: Segmenting, Targeting & Positioning
Building a Powerful & Enduring Brand
Building a Powerful & Enduring Brand
Blue Spa [Brand Management] Pratik Negi
Blue Spa [Brand Management] Pratik Negi
Blue Spa [Brand Management] Pratik Negi
Blue Spa [Brand Management] Pratik Negi
Zara Present Final
Zara Present Final
Dernier
Cash Payment 9602870969 Escort Service in Udaipur Call Girls
Cash Payment 9602870969 Escort Service in Udaipur Call Girls
Apsara Of India
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
anilsa9823
Value Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and pains
P&CO
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
divyansh0kumar0
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Shawn Pang
Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...
Roland Driesen
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
Forklift Trucks in Minnesota
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Delhi Call girls
Regression analysis: Simple Linear Regression Multiple Linear Regression
Regression analysis: Simple Linear Regression Multiple Linear Regression
Ravindra Nath Shukla
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Dave Litwiller
Grateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdf
Paul Menig
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
IlamathiKannappan
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
NZSG
Sales & Marketing Alignment: How to Synergize for Success
Sales & Marketing Alignment: How to Synergize for Success
Aggregage
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
Suhani Kapoor
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
anilsa9823
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
Matteo Carbone
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
ritikaroy0888
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptx
Andy Lambert
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insights
seribangash
Dernier
(20)
Cash Payment 9602870969 Escort Service in Udaipur Call Girls
Cash Payment 9602870969 Escort Service in Udaipur Call Girls
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Value Proposition canvas- Customer needs and pains
Value Proposition canvas- Customer needs and pains
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Regression analysis: Simple Linear Regression Multiple Linear Regression
Regression analysis: Simple Linear Regression Multiple Linear Regression
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Grateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdf
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
Sales & Marketing Alignment: How to Synergize for Success
Sales & Marketing Alignment: How to Synergize for Success
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptx
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insights
JULY 2008 ACCELTEON REPORT ON TRIBAL MARKETING
1.
JULY 10, 2008 Disclaimer: The
information provided in this document is to the best of Accelteon’s knowledge as of the date of publication. Unless otherwise indicated, insights contained within are based on work conducted by Accelteon Partners Inc. By accepting this report, the recipient releases and forever discharges the Accelteon and its members, directors, officers, agents, employees and all others related in any way to Accelteon, their respective agents, employees, heirs, executors, administrators, successors and assignees, from any and all manner of actions, causes of action, liability, suits, claims, losses, and damages which may arise out of any advice, counsel, consultation and/or discussions provided by Accelteon, including, without limitation, the implementation of any and all recommendations of Accelteon. 225 East Beaver Creek Road, Richmond Hill, ON, L4B 3P4 | t: 905.326.5377 | f: 905.248.3478 | info@accelteon.com Copyright © 2008 - Accelteon Partners Inc.
2.
Marketing by Tribes For
today’s marketer, the consumer world is more complex than ever. Heightened competition, more choices for consumers, and the subdivision of consumers into smaller niche segments are but few of the many factors that make it increasingly difficult for marketers to develop long-term, profitable relationships with a loyal group of customers. Whether struggling in a sea of competition, or wanting to take your product or brand to the next level of consumer loyalty, you might conclude that innovative change is needed. Tribal marketing could be an answer. This article introduces the concept of tribal marketing from a marketer’s perspective by answering the following questions: 1. What is this concept of tribal marketing? 2. Why should I care? 3. Is it right for me? Consumer Tribes: Consumed By Passion “Consumption microcultures”, “brand cultures”, “brand communities” or what we will term throughout this article as “consumer tribes”, are commonly coined expressions to describe a group of people who are held together by some common passion – and for marketers – a potential group to nurture, and to market to. Think of loyal consumers of Apple’s Mac brand, or Harley Davidson. Mac tribe members identify themselves and other Mac tribe members as “artists” who are passionate about using technology to create. The Mac products support their distinguished passion and identities, creating loyal consumers of the product and Mac brand. Harley Davidson tribe members identify themselves and other members of their tribe as rebels who want to break free from traditional routines and society. The Harley Davidson brand helps to reinforce this aspect of their identity. What brings tribe members together is the innate human need to belong, and to belong with people who accept and celebrate a common aspect of who they are – the artist, or the rebel, for example.1 In fact, the notion of “tribe” is borrowed from anthropology, describing groups of people who are brought together not around something rational, such as a job, but around deeper, more profound ‘tribal’ needs, such as kinship and passion.2 Likewise, modern tribal members’ connection to a product or brand, and to each other, is beyond the functional aspects of an iMac or a Harley Davidson Sportster – it is beyond rational emotion - in fact, it is about connecting with who they are (Figure 1).3 And it is this strong connection between tribe members and the product or brand that a marketer can leverage to ultimately generate long-term profits. 1 Atkin, D (2004). The Culting of Brands. The Penguin Group. 2 Rozenberga, L, & Silko, L (2005). Application of Tribal Marketing in Latvia: The Case of Snowboarders. 3 I Ghosh, personal communication, May 7, 2008. 2 Copyright © 2008 - Accelteon Partners Inc.
3.
Marketing by Tribes
Self-identification Emotional Increased brand affinity Utilitarian Figure 1. Consumer tribes share a strong connection to a product or brand, and to each other – a connection that reinforces their identity. The indicated brands convey examples of brands that would be classified under the utilitarian, emotional, and self- identification categories. Consumer’s affinity for a brand increases as the brand is positioned higher in the pyramid. The Tribal Marketing Approach The concept of tribal marketing is to create marketing strategies focused on leveraging these consumer tribes, and specifically, their shared passion and innate need for belonging. You might think of the tribal marketing approach as providing a different perspective; an alternate way of breaking up the consumer world. Take classic market segmentation, for example. In this approach, marketers break up their consumer world by demographics, geography, and/or psychographics. The overall goals are: f to identify groups of similar customers - segments; f to prioritize the segments to address; f to understand chosen segments in further depth; and to develop appropriate marketing strategies that satisfy each segments’ needs and preferences. 4 f Tribal marketing has a similar intent. In this approach, however, consumers are not segmented and bound by geographic and demographic limitations. Instead, groups of people are segmented by a marketer’s insight on a shared passion across group members. These segments, called consumer tribes, are defined or created by the marketer. These consumer tribes, then, provide the basis for addressing and understanding their needs, and developing appropriate marketing strategies (Figure 2). 4 (2008). Market Segment. In Wikipedia [Web]. Website: http://en.wikipedia.org/wiki/Market_segmentation. 3 Copyright © 2008 - Accelteon Partners Inc.
4.
Marketing by Tribes
“Artists” who Rebels who SEGMENT Female Male Male Performance TRIBE use technology wish to escape 18-49 30-45 18-24 Enthusiasts traditional society to create Callaway Kokanee BRAND Harley BRAND L’Oreal Mac BMW Golf Beer Davidson f Consumer world segmented by demographics, geography, f Consumer tribes are defined or created based upon a common and/or psychographics passion shared amongst members; demographics, geography, f This perspective of the consumer world allows marketers and psychographics are irrelevant to understand these segments, and respond with f This perspective of the consumer world allows marketers appropriate marketing strategies to understand these tribes, and respond with appropriate marketing strategies Figure 2. Tribal marketing provides a different perspective of breaking up the consumer world. “Okay - I get tribal marketing. Now – why do I care?” The tribal marketing approach, implemented successfully, can provide important benefits to a brand. f Tribe members talk - with each other and with potential members. If given the opportunity to interact, tribe members can be effective advocates of your product or brand, both to existing tribe members and potential recruits. 5 Word of mouth opportunities are plentiful. f A product or brand that speaks authentically and deeply to a tribe’s core passion may translate to consumption of the product or brand with very strong levels of loyalty. What marketer wouldn’t want “active loyalists”?6 f With high levels of loyalty, there is the potential for higher profit margins since traditionally, higher customer affinity equates to a willingness to pay higher prices. f With permission from the tribe, marketers can participate in and/or observe tribal “rituals” and “gatherings” and be able to collect important information to help to develop future products or strategies and tactics to better serve tribes. As a result of receiving input directly from the end consumer, product development cycles may shorten with quality offerings. This is the appeal of the tribal marketing approach. It sounds great in theory, but has it worked in the real world? 5 Muniz, Author’s first name initialA.M., & O’Guinn, T.C. (2001). Brand Community. Journal of Consumer Research. 27, 427. 6 Muniz, Author’s first name initialA.M., & O’Guinn, T.C. (2001). Brand Community. Journal of Consumer Research. 27, 427 4 Copyright © 2008 - Accelteon Partners Inc.
5.
Marketing by Tribes
7 Sat u r n : (e x c e r p t ) a d i f f e r e n t k i n d o f c o m pa n y f r o m t h e c u lt i n g o f b r a n d S The Situation In the 1980’s, competitive pressures from Japanese car companies meant that American car manufacturers, including General Motors (GM), were competing against often superior products at lower prices. On top of that, rocky relations between GM and the United Auto Workers (UAW) labour union stifled innovation and competitiveness. Change was needed. GM and Saturn’s Approach In 1983, 99 members representing both GM and the UAW set out on a hunt to examine the industry: how were the Japanese so successful? And why was the American industry not? They found that the most productive organizations were those focused on people, systems, and cooperation. Enter Saturn, conceived as a separate subsidiary of GM, to deliver on these findings. Saturn founders began to build the company by hand-picking members from GM and UAW; employees were chosen based on their passion for the idea since joining the new venture meant sacrificing a stable and comfortable job. These members were the type to question everything – misfits in their own organizations. The circumstances catalyzed the formation of a tight-knit community: warding off a common threat, believing in the idea of respect, making a sacrifice to join Saturn, being misfits in their previous roles, and interacting closely with each other. They could be themselves, and feel respected by others like them. What began as a concept to ward off a competitive threat, Saturn evolved into something that represented the ideology of respect - a deviation from what was normal: a lack thereof. Workers, once seen as misfits, were now being listened to and respected. For Saturn, this idea of respect was translated and shared with customers, particularly in the retail experience. Saturn implemented a no-haggle philosophy, encouraged by employing a salary versus a commission-based structure. Salesmen were more focused on listening to the customer, and offering sound advice. Customers began to feel connected with this idea of respect.Yes, they were impressed by the infallible customer service and respect they were not accustomed to from other auto retail experiences, but more than that, they were identifying with the need for respect in their everyday lives. Saturn customers were also workers who were not listened to in their own jobs. They were people who felt alienated – women and ethnic groups, for example. In other words, being part of the Saturn community brought with it a sense of belonging. The shared ideology of respect and sense of belonging were strengthened through created experiences where Saturn community members could interact with one another. Three years after launch, the company held its first community event – “Homecoming.” Saturn owners came to Spring Hill, Tennessee from all over the world to meet other owners, their families, retailers, and plant workers and share in the fun of barbeques, music, and games. Thereafter, many more community building strategies were implemented: monthly car clinics to teach about car maintenance and emergency procedures, monthly barbeques at individual retailers, invitations to rallies around the countryside, and participation in the building of playgrounds in deprived areas by both workers and customers are prime examples. Saturn became a family where plant workers, retailers, and customers felt a sense of responsibility for each other. 7 Atkin, D (2004). The Culting of Brands. The Penguin Group. 65-66, 76-79, 142-144, 161-172. 5 Copyright © 2008 - Accelteon Partners Inc.
6.
Marketing by Tribes The
Results In two years after launch, Saturn became the fastest selling small car in the U.S. Quite simply, customers were satisfied. But, for the most part, customer satisfaction was not rooted in the functional elements of Saturn cars. Rather, as indicated through surveys, 75% of that satisfaction was due to the customer’s relationship with and attitudes toward the retailer. Positive interactions with retailers turned customers into advocates, or “active loyalists”. By 1992, 70% of Saturn’s customers were new, referred to by other Saturn customers. On top of that, Saturn was highly ranked in terms of customer loyalty: fourth only after three luxury brands. Clearly, the Saturn success story demonstrates how building and nurturing a consumer tribe can bring about strong benefits to an organization in the form of increased sales, brand advocacy, and strong customer loyalty. A Marketers Dilemma: To Market by Tribes or Not? Like all important marketing decisions, a marketer must understand his or her own objectives, and consider the benefits and risks of alternative decisions. We’ve already pointed to some of the benefits of employing a tribal marketing approach. Tribal marketing can lead to high payoffs, as demonstrated in the Saturn example; however, the risks must also be considered. These benefits and risks are summarized in Figure 3. Benefits Risks f Word of mouth and advocacy of product or f Pay off is not guaranteed, and would be expected brand to other tribe members and potential tribe in the long-term. Thus, it is more difficult to members correlate the use of tribal marketing to ROI f Potential of continuous consumption of the f It is possible that product and brand owners product or brand, at high levels of loyalty relinquish power to the consumer, who take f Potential for high profit margins control in the definition and meaning of the f Opportunities to get close to the consumer, and product or brand obtain key information to better serve the tribe f Word of mouth may work against a marketer if a and the consumer base as a whole tribe rejects marketing efforts or product change, and disseminates the rejection to others Figure 3. Summary of benefits and risks of employing a tribal marketing approach. Is your product or brand up against dominant competitors? Do you wish to move your product or brand from the emotional to the self-identification level? Or do you feel your brand/product does not have adequate marketing support from your organization? If you value innovation and change over risk, then the tribal marketing approach should be considered. The other question a marketer might ponder is: Does the tribal marketing approach really make sense for a product or brand that exists in a highly functional category - stationery, for example? Brands that rely on emotional decisions are more viable to moving up the pyramid to self-identification status. However, while it is more difficult to identify the emotional appeal in some products or brands, it is not impossible. We are human first and foremost: self-identification and the need to belong are more powerful than any sort of rational thinking.8 8 Atkin, D (2004). The Culting of Brands. The Penguin Group. 6 Copyright © 2008 - Accelteon Partners Inc.
7.
Marketing by Tribes About
Accelteon Partners Accelteon Partners is a strategy consulting firm dedicated to developing sound customer-centric strategies which are built to deliver measurable results. We can assist you in understanding and engaging your customers with a tribal marketing approach. Our team can work with you to develop and implement a tribal marketing strategy that fits your needs. If you would like to learn more and how tribal marketing can fit with your brand, please contact us at gotribal@accelteon.com. Acknowledgements We would like to graciously thank: f Laurence Bernstein, Founder and Managing Partner, Bay Charles Consulting Company f Eaton Donald, Co-founder and former Principal, Digital Cement f Ishan Ghosh, Executive Vice President, Strategic Planning & Partner, The Brand Factor f Darryl Milroy who took the time to share their insight and opinions. 7 Copyright © 2008 - Accelteon Partners Inc.
Télécharger maintenant