No thanks, I’m just looking for some chaos

“May I help you?”

“No thanks, I’m just looking.”

How many times have you had that same exact exchange? You’re browsing in a store, likely overwhelmed, yet when a store employee asks “the question”, you get annoyed and instantly shut them down.

If there’s any retail store to be overwhelmed in, it’s amidst The Container Store’s endless aisles of boxes, baskets, hampers and other organization necessities. Yet The Container Store knows and embraces this. Rather than having employees ask “the question,” they are trained to send the right message by truly engaging their customer’s with a specific, relevant question or solution. By tailoring the behavior of their employees to complement the behavior of their customers, The Container Store opens the door to a two-sided, positive branded conversation. In essence, not asking “the question” becomes a brand behavior.

Yet customer service means nothing if the store experience doesn’t provide efficient solutions to the everyday problems of the over 35, mostly female target. Accessible sale flyers? Check. Wider aisles for easy maneuvering? Check. Cozy carpeting? Check. Lower shelves for easier reaching? Check. Products out of the box for testing, lifting and measuring? Check. Knowledgeable, friendly employees that are there when I need them? Check.

It makes me feel like The Container Store understands me, what I need, and how I need it.

For me, this seamless combination of customer service + product + messaging creates a congruent brand experience. Chaos is usually what drives me to The Container Store in the first place — it’s fantastic that it’s the last thing I find in-store upon arrival.


Show me your authenticity

Of all of the brand pillars we talk about, one of the most important is tapping your brand’s authenticity. Find what’s genuine and true about your brand, then celebrate this in all you do, especially your advertising. If what your brand is saying or showing doesn’t come across as authentically true, the consumer is going to sense it. They may not come right out and say “x brand’s advertising isn’t authentic,” but in the way back of their subconscious mind, they are probably feeling just that. These are just a few examples of print ads we’ve come across recently that either nail a brand’s authenticity or miss.

Above: Levi’s “This Country Was Not Built By Men in Suits.”

Levi’s has been struggling (unsuccessfully in my mind) for decades to find their voice in advertising. Finally – FINALLY – I think they’ve gotten it right. They’ve managed to tap their true roots (hard-wearing jeans for the hard-working pioneers that founded the Western US) and they’ve done it in a stylish, hallelujah kind of way. My subconscious is nodding its head YES.

Above: Cole Haan and Maria Sharapova

Maria Sharapova? Cole Haan? Wha? I think Cole Haan is digging a little deep with this collaboration. This luxury shoe brand with roots in practical men’s footwear just does not fit comfortably for me with this Russian tennis star. Maria is pretty and frilly, and one helluva tennis player, but none of these have anything to do with Cole Haan’s rugged, hand-sewn, honest footware heritage. My subconscious doesn’t like it. Looks to me like a “bolt on” – someone at Cole Haan is either a big tennis fan, or knows Sharapova’s agent. I know some will disagree with me on this one, but for me this pairing doesn’t work.

Above: Dior and Marion Cotillard

Exquisite French actress, truly decadent French brand, cinematic-looking advertising. Deliciously authentic. Enough said.

Above: BMW and Mad Men

I’m a big Mad Men fan. Never miss an episode. Which is why I hate these ads. The show is painstakingly accurate in its use of vintage 60’s Americana details (from the clothing to the street signs to the IBM Selectra II typewriters used). Of note, there’s not a single BMW or even German reference in the entire series. Cadillacs yes, BMWs no. In fact the first BMW wasn’t even introduced into the US until 1968 (the show is currently set in 1963). The red lights – pun intended – are running rampant in my head. AMC’s media sales reps should send this email to the folks at GM immediately:

Dear Cadillac,
We have the perfect ad partnership for you. We accidentally sold it to BMW and it’s a disaster.
Sincerely,
Mad Men



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