What company mission do your customers actually remember?

We all have to adapt to survive, but you might have cemented an idea that people will never forget.


Deliveroo has changed. Businesses do change. The thing is, I remember the mission of the 2015 Deliveroo. I can order from amazing places that don’t actually do delivery and eat at my own kitchen table. “We are on a mission to bring the world’s best local restaurants to everyone’s home or office.” — Deliveroo 2015. View the early pitch deck here

Four years later I open the app when working from home, cupboards are empty and I get this beautiful selection shown above.

  • How much has the idea changed?
  • Why did the idea change?
  • Is this idea as good?

Let’s face it. It’s not is it? “Crap food at any time for a premium rate delivered by drivers making a tricky salary.” Why did this change? Scale, growth and greed. Perhaps, and hold onto your hat here, the idea was never meant to be as big as they are trying to make it.

There’s loads of add on ideas to try and keep companies like Deliveroo growing, all in the name of the future bet of big profits from tiny margins and questionable outsourced labour. Be it:


What company mission do your customers actually remember?

🖥 Designers tell you Apple isn’t in it for the creative professional anymore.
✈️ Travellers tell you British Airways isn’t a top-end experience anymore.
🏨 Soho House members will tell you it’s too much like WeWork now.

The problem is, these statements are somewhat false. One of the brand ideas of Apple is to be creative, the joy of making something easily. British Airways offer some of the best customer service whilst competing in an aggressive price war sector. Soho House value members having memorable and unique experiences in their houses.

🍔 I will tell you that Deliveroo isn’t the place for the world’s best restaurants.
But I’m wrong, you can still order from some of London’s best affordable restaurants. You can also order from some of the worst.

Protecting your brand idea and mission takes care, time and saying no. Saying no a lot. I wonder where the brand idea of Deliveroo will be in the next four years, is this just part of the growth struggle? This is true of Airbnb too.


What can brands do to protect their idea, their mission, their place in our mind?

  • Define your Brand Architecture. Deliveroo could make fast food a sub-brand, a category choice off the homescreen. The effort of making a portfolio of rules for your brand and products gives you a huge return in equity and clarity.
  • Set brand rules based on the idea, Art Directors — this is your design jurisdiction and you get to put your team and suppliers in time-out or jail for breaking these rules
  • Plan the journey for the brand. Yes, it will change. Look at the greats who have done this over time, Apple is often overused but damn, they are strategy hero’s of positioning, quality and delivery into music, phones, media, health, finance, education… what’s next?
  • Keep your business plan in check with your idea. My bet is growth greed has caused Deliveroo to compromise. Keep your brand, keep your customers, keep your idea.
  • Help suppliers, they are your weak point. Airbnb are cited for helping hosts photograph their homes and add finishing touches, again, set your standards to the experience and enforce it.

 

Written by
Lawrence Brown on 19th July 2019

Decision nuggets

This got me thinking. Damn I want some chicken nuggets. Would I ever go to Burger King for them though? Wait. But why? I haven’t even tried BK’s nuggets.

You’ve got to love a strategy that can have a place in our mind the second before we commit to a competitor. They are your doubt. They are your wake up call. At this point, they own questioning a decision, if only for a second.

BK are notable for a variety of interesting marketing ideas, stunts and executions, I wouldn’t say this is one of them.

Although, there’s something wonderfully childish about this. It’s cheeky and we all know BK’s brand is too. Often you hear marketeers talk about “brand positioning” – a place in a consumers mind. They have nailed it here just by the physical positioning and opportunity, with added bonus of not having to worry about any smart ass copywriting.

Questions I’m thinking about

  • Where is your companies brand positioned literally and strategically?
  • Will you get this close to influencing your customer during a decision?
  • How can you deliver brand voice without needing copy?
  • What are BK’s chicken nuggets actually like?

Written by
Lawrence Brown on 17th July 2019

Make it more uncomfortable

Recently, I’ve been thinking about when is the best time to get someones attention. How could your message be interpreted and received by editing simple variables?

I walk past this campaign / idea / initiative(?) every day

It’s very pretty. Well done Design team. Pretty stuff is the big idea of the Westfield mall. However, I can’t help feeling there are two huge opportunities missed here, and perhaps a vacant mall unit is not the place for this…

  1. Why are there no actual signs of homelessness here — just this sign?
  2. Why isn’t this positioned where dwell time meets audiences consideration — paying for your parking, walking out of the mall, next to the actual pavement?

I’m going to take a bet why.

Because it’s too uncomfortable for these brands to have these reminders next to your shopping session, the brief was about being pretty next to the other pretty retailers +use RFID please.

How effective is this thing if it’s not actually stopping people?

The space should be used to rotate a real story, a real person and real objects, that you have to really deal with as you pass through.

Make it more uncomfortable.

Written by
Lawrence Brown on 16th July 2019