Digital Retailing: Branding on the Web
Branding is a super important tool and concept, not just for businesses but also for one's personal use. A few months back my school's American Marketing Association (AMA), hosted an event for “personal branding”, and expert individuals came in to discuss what branding was and how we could develop our own “brand”. Although this event pertained to personal branding, it still helped me grasp a better understanding of what branding actually is. And what I learned was branding is made up of a lot of different things, not just the company's name or logo.
By definition, branding is “is the process of giving meaning to a specific organization, company, products or services by creating and shaping a brand in consumers’ minds. It is a strategy designed by organizations to help people to quickly identify and experience their brand, and give them a reason to choose their products over the competition’s, by clarifying what this particular brand is and is not” (Marion, 2022).
As more people shift towards the e-retail shopping experience, companies are having to adjust their branding to accurately reflect their company on a digital platform. I also think it should be noted that customers' expectations play a huge role in the differences between online and offline branding. Meeting these expectations is crucial for a company to succeed in branding and overall. Although I do think branding can be very similar between the web and the traditional retail environment, there are also some differences that should be considered to fully optimize the customer experience.
The first difference is in customer service. Customer service is a part of a company's brand and implementing good customer service will give consumers a better idea of what the company represents. Customer service can be much easier to obtain in the traditional retail environment. Consumers can speak directly to an associate or manager if any issues arise.
A personal experience of exceptional customer service in a traditional retail environment is when I shop at Altar’d State. They are a women’s boutique with the mission “Our mission is to serve as an inspiration, empower others and give more than we receive. We do this by lifting those who need a helping hand, volunteering our time to enrich lives, and extending the power of prayer.” (Altar’d State, n.d). Whenever I shop with them I am always given the best customer service, from the moment I walk in I am greeted by an associate and they offer to help me find exactly what I am looking for. They will offer a dressing room if I am a pile of clothes and will also offer advice and compliments while in the dressing room. Altar’d State goes above and beyond in its customer service aspects to build its brand and show its consumers what they strive for in a company. But with e-retailing, this interaction and customer service cannot be performed, companies have to use other resources to create these experiences with customer service and stay consistent with their branding.
An online retailer that I think has achieved high levels of branding through its customer service is Amazon. Amazon has been successful in filling the void of social interaction that is found online. They offer quick shipping with Amazon Prime, even offering one-day/overnight delivery in some areas. They promote “frequently bought together” or “similar products” on all their product listings to offer their consumers more advice and expertise. And Amazon has extensive reviews from customers who have purchased the product previously. Other customers can view these reviews with different filters (such as most recent or best to worst) to find all the readily available information before purchasing. Amazon also has a traditional customer service phone line and email for their customers if any larger issues arise. But the majority of the time customers can navigate through Amazon’s website to make returns or contact supplies.
Another difference in branding is through packaging design. We all know how a brand's product packaging can help with its branding. Brands can use their logos, slogans, and colors on their packaging to keep consistent branding and help spread awareness of the brand. Some examples are Tiffany’s iconic blue box with the white ribbon or Campbell's classic red and white soup cans. But I also view packaging design as how the product is presented to the customer upon purchase. This can also help a company’s brand differentiate between traditional retail environments and online retailers. If a company has poor packaging (such as unidentifiable or not securing the product properly) customers are going to associate the company with low quality.
In a traditional retail environment, the packaging design falls down to how the products are placed in the bag and the branding on the bag. One example from personal experience that comes to mind is Victoria’s Secret. Once I check out my item are wrapped in their color-themed tissue paper (typically white or pink), placed in their classic pink striped bag, and more tissue paper is added to the top. Each of these elements helps their branding. Not only do I feel I have purchased a more high-quality product due to the packaging, but the branding of the bag helps me and other consumers clearly identify the brand.
In the e-retail environment, packaging design falls into how the packaging is shipped to the consumer. Patagonia is a clothing brand (online and traditional retail) but a huge focus on sustainability and being environmentally friendly. To ensure this message is conveyed through all their channels, they have made a strong effort to make their packaging design more sustainable. Their shipping boxes are cardboard but the inside of their boxes have some of their classic designs to keep branding consistent. They also have made efforts to minimize the amount of packaging required and made plans for their consumers to easily recycle these packaging components. Patagonia is using its packaging design to convey its message of being sustainable while still ensuring the packaging is identifiable to its brand.
One way online retailers can build their branding and ensure it is consistent with their message is through social media. Over the past three years or so we have seen social media turn into e-retailers themselves. Instagram and Pinterest have even been able to create “shopping centers” on their networks where consumers can easily shop for products and purchase them through the app. Customers can follow companies on social media to keep up on new releases, and upcoming sales, and even enter potential giveaways. Companies can use their social media to connect with their customers on a more personal level while still being in the digital environment. Companies can also use social media to help with their digital branding by posting pictures and videos that accurately reflect the brand and what they are all about, especially since “a picture is worth a thousand words”.
Two examples came to my mind when thinking of companies that use social media to help build their brand. The first is Patagonia. As I stated before they are huge on sustainability and environmentalism, one of their marketing campaigns was even about “Don’t Buy This Jacket”, which brought awareness to the overconsumption of clothes. On Patagonia's social media accounts, they strive to maintain this message, instead of consistently posting about their products, they actually feature environmental activists as well as consumers wearing Patagonia while performing outdoor activities. This is a great example of using social media to accurately reflect their brand.
The other example that came to mind was Aerie, a smaller section of American Eagle featuring women's intimates and loungewear. Their purpose is to “love everybody”, and through their social media accounts, they post so many diverse women wearing Aerie clothing, whether that is different bodies or ethnicities, and featuring women with disabilities too. This is to bring love to one another and show that every body is beautiful, not just the “standard” we see all too often in magazines.
Traditional and online retailers can both use the same branding strategies but they use them in different ways, such as how they create customer service experiences or how they package their products. But I also think social media play’s a huge role in a company's branding. This is where companies can really connect with their consumers and show off their products as well as their purpose and what they stand for.
References
Altar'd State. (n.d.). Standout For Good. Altar'd State. Retrieved January 30, 2023, from https://www.altardstate.com/stand-out-for-good/
Marion. (2022, March 9). What Is Branding? The Branding Journal. Retrieved January 30, 2023, from https://www.thebrandingjournal.com/2015/10/what-is-branding-definition/