How do you create a digital strategy that involves customers in an
energized social community? How do you create an engaged, active
“go-to” website?
Prophet's David Aaaker says, You must change the orientation of marketing from
selling the offering, the brand, and firm to becoming an active partner
with a shared interest program around a customer’s “sweet spot.” A
sweet spot reflects customers’ “thinking and doing” time, beliefs and
values, activities and passions, possessions or places they treasure.
Ideally, it would be a part of, if not central to, their self-identity
and lifestyle and reflect a higher-order value proposition, much beyond
the benefits provided by the offering.
To illustrate, Pampers went beyond diapers by creating the Pampers Village community
that provides a “go to” place for all issues relating to babies and
child care. Its five sections – pregnancy, newborn, baby, toddler, and
preschooler – all have a menu of topics. Its online community allows
moms and soon-to-be moms to connect with each other to share their
common experiences, issues and thoughts about how to raise a healthy,
happy child. The program demonstrates that Pampers understands mothers,
and works to establish a relationship between the brand and the mother
that will potentially continue throughout the mother’s Pampers buying
life.
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