Is your brand lying to your customers?
To over-sell or under sell? That is the question—right? We want to get our brand to the widest audience humanly possible, but we don’t want contort our brand so much that it’s unrecognizable. Or worse—that it looks like something it’s not. Properly brand building helps you avoid what we’re calling “brand baiting”, or, bluntly, branding lies.
Here’s the thing: have you ever bought something that you THOUGHT was cashmere, only to get home and discover that it was polyester? Have you ever bought something from a company that LOOKED like your favorite brand, only to discover later on that it was a cheap knock-off?
Think for a second about how you feel when you realize you were duped. Mad, sad, evaluating whether or not it’s worth trying to get your money back. The company got the sale, right? Right. Are you going to spend another penny with that company?
A b s o l u t e l y not. And you’re probably not going to stay quiet about it—what might have once been a low-key gripe to your friends and family can now be broadcast instantly and LOUDLY across social media.
You could go viral for all the wrong reasons.
This practice is the exact opposite of brand building. We call it brand baiting, and it’s a terrible idea for anyone that wants more than a one-night-stand with their customers.
So, how do you know if you are doing it? Here are the top 5 ways to figure it out…
- Your sales jump then slump. Did you start out strong and full of promise, only to see your revenue dwindle? That could mean you’re promising something people really want, and not delivering. Which leads to the second point.
- Your social media is full of complaints. Social media is a goldmine of information—people do not hold back. They’ll let you know through poor ratings, and will often detail their experiences with the product itself, their experience with customer service, billing problems, you name it. If you’re seeing a lot of “NOT what I expected!” or “LIES!”, it’s time to re-evaluate your strategy.
- Your top Google results are poor reviews.Similar to social media, if your product is on Amazon with poor reviews or any other third-party site, pay attention. People might be buying into one thing but dealing with branding lies.
- You’re kind of a one-trick pony. Imitation and deception aren’t long-term strategies – you will be discovered. Even if not, the zeitgeist will change, and you’ll have to change too.
- Customer service is overburdened with confusion and complaints. Your customer service will be hit HARD with complaints if your brand is pulling a bait and switch. Customers are incredibly savvy, and, similar to social media, they’ll make their voice known. Listen!
If you suspect you might be dealing with branding lies, accidentally, on purpose, or in-between, it’s time to take control of your message. Discover what you can do to make sure you’re putting the right message into the world.