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Conductinganeffectivebrandaudit
The key elements on an effective brand audit.
The brand audit provides a comprehensive overview of the health of a given brand. It is based on
the point of view that successful brands are built from the inside out. While conventional branding
research look mostly at one audience consumers a complete brand audit assesses relationships
with all of the important stakeholders of the brand, including both internal and external audiences.
Internal Audiences
Management
Employees
Sales force or sales channel
External Audiences
Current customers
Prospective customers
Past customers
Trade press
Consumer press
Business press
Industry and financial analysts
Shareholders and investors
Business and community leaders
Influencers and government regulators
The brand audit involves the use of both secondary and primary research, and uses both qualitative
and quantitative research methodologies, including interviews and online surveys.
The brand audit helps companies build their brand from the inside out.
StepOne:SecondaryResearch
The first step is collecting all available information, research and intelligence from existing secondary
sources.
Information Available from the Client
Company history
Brands and product lines
Recent and historical financial performance
Sales history
Share of market
Share of voice
Direct and indirect competition
Competitive advertising
Competitive spending
Competitive strengths and weaknesses
StepTwo:TheViewfromtheInsideOut
Many brands fail to reach their full potential because they are not fully understood or supported by
important internal audiences. So before undertaking any outside marketing research with
consumers, its critical to first look at the brand from the inside out.
The internal portion of the brand audit is accomplished by interviewing or surveying key internal
constituencies: executives, managers, general employees, and sales or sales channel
personnel. This investigation should include the following areas:
Company
1.
2.
3.
4.
5.
6.
9.
Products or Services
1.
2.
3.
4.
5.
Focus
1.
2.
Customer Information
1.
2.
3.
4.
5.
6.
7.
8.
9.
Who are the basic audiences you want to reach with your marketing efforts?
What is the prospects experience with and attitudes toward the product category?
What is the prospects experience with your product or service in particular?
What factors influence the purchase of your products or services?
What are the key demographic characteristics of purchasers of the brand?
What are the key values, attitude, and lifestyle characteristics of users of the brand?
Have you segmented customers into different groups that share similar characteristics?
What other brands do consumers use or consider using in the category?
Does the company have a clear understanding of which brand benefits are most important to
customers?
10.
To what extent does the brand meet the expectations of current and prospective customers?
11.
How, and how often, is the brand used?
12.
How much does the brand inspire loyalty and drive repeat purchase?
Competition
1.
2.
3.
4.
Trends
1.
2.
Customer Service
1.
How do customers rate the brand or company in the area of customer service?
Sales
1.
2.
What are your current sales and how does that compare to past years?
What kind of sales support or marketing materials are provided to the sales team or
channel?
3.
To what extent does the sales channel understand the way the company is attempting to
position and sell the brand?
Marketing
1.
2.
3.
4.
5.
6.
7.
Distribution
1.
2.
Marketing Communications
1.
2.
Research
1.
2.
Measures of Success
1.
2.
HowDoestheCompanyCommunicateWithItsAudiences?
Communicating With Customers
Current customers
Lost customers
Loyal customers
Prospective customers
Shareholders
Individual investors
Institutional investors
Analysts
Management
Employees
Labor unions
Potential employees
Business leaders
Civic leaders
Pressure groups
Suppliers
Contractors and subcontractors
Acquisition candidates
Business associations
Civic organizations
Local
State
Federal
StepThree:TheViewfromtheOutsideIn
Getting the view from the outside in requires surveying current and prospective customers on the
following topics:
Brand Awareness
Brand Benefits
Brand Positioning
Brand Quality
Brand Preference
Where the brand ranks in customers considered set (consider, reject, or neutral)
Which brands in the category are preferred and why
Brand Usage
Brand Loyalty
Extent to which the brand is perceived consistently in advertising and other marketing
communications
Extent to which brand messages are consistent with customers experience of dealing with
the company (customer service, etc.)
Brand Users
StepFour:WrittenBrandAnalysis
The brand audit process concludes with the development of a written summary of the findings,
including an overview of the environment, the category, the company, the brand, and the
competition.
The Environment
A review of industry trends, regulatory challenges, and the general health and sustainability of the
market in which the brand competes.
The Category
An overview of the broad category represented by the brand, including an assessment of where the
brand fits in terms of awareness, preference, and usage.
The Brand
An assessment of the current state of the brand, its development, market penetration, identifying
characteristics, and benefits to the consumer.
The Consumer
An analysis of current and potential customers, buying habits, loyalty, wants, needs, and
motivations.
The Competition
A definition of direct as well as indirect competition, including relative share of voice, share of
market, and competitive strengths and weaknesses.
BenefitsoftheBrandAudit
Every company can derive important benefits from taking a holistic look at the health and strength of
their brand from the inside and the outside including:
Clearer focus and vision. Clarify the focus and vision of the brand from both an internal and
external perspective.
Stronger competitive advantage. Better define the brands competitive advantages and points of
difference.
Deeper customer understanding. Improve the organizations understanding of awareness,
attitudes, and behavior of current and prospective patients and caregivers.
Communication with all audiences. Develop programs and approaches to communicate
effectively with all important audiences of the brand, not just customers
More consistent messaging. Send a consistent message about the brand in all forms of marketing
communications.
More unified brand identification. Develop a more clearly defined brand identity and enforce
compliance among the brands operating divisions. Improved collaboration among business units.
Organize the operations and marketing units of the company to work more collaboratively on
marketing and branding initiatives. Better internal communication. Improve the companys ability to
keep executives and employees informed about the importance and activities of the brand.
Improved internal alignment. Provide training and encourage internal behaviors that are consistent
with what the brand is trying to accomplish. More marketing accountability. Realistically define and
prioritize marketing objectives and measure their accomplishment using a new set of metrics.