SBP 040: Making a Promise to the Customer. With Roger Martin.

Roger Martin returns to our show for a candid conversation on his recent research collaboration with WARC and the B2B Institute, "Making a Promise to the Customer." We delve into the implications of this research for advertisers, explore the relationship between branding and consumer promises, and much more. This episode will not disappoint. Enjoy the show. Our Guest: Roger’s Website: https://rogerlmartin.com/ LinkedIn Profile: https://www.linkedin.com/in/roger-martin-9916911a9/ Medium Blog: https://rogermartin.medium.com/ Thinkers 50: https://thinkers50.com/biographies/roger-martin/ HBR Articles: https://hbr.org/search?search_type=subscriber-search&term=Roger+L.+Martin&sort=publication_date#browse-reports-filter Our Hosts: Follow our updates here: ⁠⁠https://www.linkedin.com/company/sleeping-barber/⁠⁠ Get in touch with our hosts: Marc Binkley: ⁠⁠https://www.linkedin.com/in/marcbinkley/ Vassilis Douros: ⁠⁠https://www.linkedin.com/in/vassilisdouros/⁠ Podcast Literature: HBR Articles https://hbr.org/search?search_type=subscriber-search&term=Roger+L.+Martin&sort=publication_date#browse-reports-filter LinkedIn Making a Promise to the Customer https://business.linkedin.com/marketing-solutions/b2b-institute/making-a-promise-to-the-customer Customer Loyalty is Overrated: https://hbr.org/2017/01/customer-loyalty-is-overrated Marketing & Strategy Are the Same Discipline: https://rogermartin.medium.com/its-time-to-accept-that-marketing-and-strategy-are-one-discipline-17f0140521c9 Timestamps 0:44 - Intro 5:01 - Results from the Promise to the Customer (PTTC) report 6:59 - The difference between a brand promise and a PTTC 9:01 - Only 40% of campaigns include a PTTC 9:45 - A brand promise isn’t as powerful 11:48 - Small brands can also benefit from PTTC 13:19 - Why AVIS “We Try Harder” isn’t a PTTC and why Sixt “Pick THE car” is 16:45 - Eliminating bias in the WARC database and research methodology 19:06 - The hypothesis of what makes a brand. ie. FedEx 24:40 - The risk of rebranding, refreshing logos and revitalizing campaigns 26:12 - Snickers: How to correctly build on a PTTC 28:45 - Why this is the most striking research result in Roger’s career 30:02 - Pricing research at P&G - the second most dramatic finding in Roger’s career 34:33 - Walmart’s Everyday low prices is a PTTC 35:40 - The 3 features of a good PTTC: Memorable, Valuable, Deliverable ie. adidas, Geico 40:22 - The difference between a USP and PTTC ie. IBM Building a Smarter Planet 43:27 - How P&G used the PTTC framework to evaluate their ad creative 49:44 - Why a PTTC can organize and align an entire company 52:38 - PTTC + PTW Case Study: Formica vs. Wilsonart high pressure laminate 57:45 - Customer loyalty is overrated, focus on habit instead 1:00:02 - Social media buzz is NOT a good indicator of PTTC success 1:04:04 - The first thing a CMO can do to benefit from the PTTC findings 1:06:15 - What’s coming with the PTTC framework 1:08:40 - Find out more about Roger (use the L.) 1:10:55 - Our best compliment ever Where to listen Apple Podcasts: https://podcasts.apple.com/ca/podcast/the-sleeping-barber-a-business-and-marketing-podcast/id1609811324 Spotify: https://open.spotify.com/show/4v0kaM350zEY7X2VBuyfrF?si=7083317d5afd488b ⁠⁠ Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy84MWVjYWJhNC9wb2RjYXN0L3Jzcw?sa=X&ved=2ahUKEwji_oSOopP-AhXnlo4IHTZKBgYQ9sEGegQIARAC Youtube: https://www.youtube.com/@sleepingbarberpodcast © 2023 Sleeping Barber