Marketing Canvas - Step 2 - Set Your Goals

The Marketing Canvas, developed by Laurent Bouty, is a powerful tool that provides a structured approach to crafting a robust marketing strategy. It's a co-creation method that intersects your environment (where you will play), your goals (what you would like to achieve), and your actions (what you will do). This article focuses on the second step of the Marketing Canvas Process - setting your goals. This step is vital as it serves as the reference point for the assessment phase.

Three Strategies for Growing Your Revenue:

In the Marketing Canvas Process, three strategies are highlighted for growing your revenue: GET, KEEP, and STIMULATE/MORE. These strategies focus on different aspects of customer interaction and are designed to help businesses increase their revenue.

1. GET: This strategy is all about customer acquisition. The primary idea is that your business can grow by attracting new customers. Tactics that can be employed include acquisition campaigns (welcome offers), channel incentives for new customers, "bring a friend" campaigns, and freemium models. For instance, a new restaurant might offer a "buy one get one free" deal to attract new customers.

2. KEEP: The second strategy emphasizes customer retention. The main idea here is that your business can grow by retaining existing customers. This strategy might seem defensive, but it is the cornerstone of customer experience and is essential for all businesses, including startups. Tactics include churn management, loyalty programs, brand and customer experience reinforcement, Net Promoter Score (NPS) programs for detractors, and below-the-line retention campaigns. For example, a software-as-a-service (SaaS) company might implement a loyalty program that offers exclusive features or discounts to long-term subscribers.

3. STIMULATE/MORE: The third strategy focuses on customer stimulation. The primary idea is that your business can grow by encouraging your customers to spend more and/or more often. Tactics include cross-selling, upselling, promotion campaigns for usage stimulation, bundling, upgrade programs, and premium features. For instance, a telecom company might offer a bundle that includes internet, cable, and phone services at a discounted rate, encouraging customers to spend more.

Green Clean Use Case:

To illustrate these strategies, let's consider a hypothetical company, Green Clean, a startup offering eco-friendly cleaning services.

For the GET strategy, Green Clean could offer a discounted first cleaning service to attract new customers. They could also implement a referral program where existing customers get a discount for each new customer they bring in.

For the KEEP strategy, Green Clean could develop a loyalty program where customers get a free cleaning service for every ten services purchased. They could also focus on providing excellent customer service to ensure customer satisfaction and reduce churn.

For the STIMULATE/MORE strategy, Green Clean could offer additional services like deep carpet cleaning or window cleaning, encouraging existing customers to spend more. They could also offer a premium subscription service that includes regular cleaning and maintenance services.

Conclusion

Setting your goals is a crucial step in the Marketing Canvas Process. It provides a clear direction for your marketing efforts and serves as a reference point for assessing your progress. The three strategies - GET, KEEP, and STIMULATE/MORE - offer different approaches to growing your revenue. By understanding these strategies and how to apply them, businesses can create a robust marketing strategy that drives growth and success.

Remember, the Marketing Canvas is a dynamic tool. As your business environment changes, you should revisit your goals and strategies to ensure they remain relevant and effective. Regular review and adaptation are key to maintaining a successful marketing strategy.

Whether you're a non-marketer, an entrepreneur, or a marketer looking to learn something new, the Marketing Canvas offersa structured yet flexible approach to developing a marketing strategy. It breaks down complex marketing concepts into manageable steps, making the process more accessible and less intimidating.

The Marketing Canvas is not just a tool, but a journey. It's a process of discovery, assessment, and reinforcement. It's about understanding your market, setting clear goals, and determining the actions you need to take to achieve those goals.

So, are you ready to embark on this journey? Are you ready to set your goals and grow your business? Remember, the journey of a thousand miles begins with a single step. In the case of the Marketing Canvas, that step is setting your goals.

Marketing Canvas - Listening to

Last update: 06/12/2024

In a nutshell

The Listening To sub-dimension in the Marketing Canvas focuses on the systematic collection and analysis of customer voices (Voice of Customer, or VOC) to understand their perceptions, needs, and expectations. By implementing a robust VOC system, businesses can ensure they listen to what customers are saying about their brand and value proposition, enabling data-driven decisions and continuous improvement. This includes capturing customer feedback on sustainability, an increasingly critical aspect of modern business.

For example, Green Clean may use surveys, social media monitoring, and feedback forms to collect customer insights, helping refine its eco-friendly cleaning products and sustainability messaging.

Introduction

The Listening To sub-dimension within the Conversation category is about actively capturing and analyzing customer feedback to better understand their experiences and expectations. A strong VOC system ensures that businesses make decisions based on real customer data rather than assumptions, aligning their strategies with customer needs and preferences.

Listening effectively to customers enables brands to:

1. Build trust by showing customers their voices are heard.

2. Improve the customer journey by addressing pain points and unmet needs.

3. Strengthen their sustainability commitments by understanding customer expectations in this area.

What is Listening To?

Listening To involves the systematic capture, analysis, and application of customer feedback. Key elements include:

1. Comprehensive VOC System: Tools and processes to gather customer feedback across multiple channels.

2. Data-Driven Insights: Decisions based on accurate and objective data rather than assumptions.

3. Journey and Lifecycle Understanding: VOC systems tailored to specific points in the customer journey and lifecycle.

4. Multi-Technique Approach: Combining methods such as surveys, interviews, social media monitoring, and analytics.

5. Sustainability Insights: Capturing feedback on customer views regarding environmental and social responsibility.

For example:

• Green Clean might use a survey to understand customer satisfaction with its eco-friendly packaging while also analyzing social media for sentiment around its sustainability claims.

“Listening to the needs of your customers isn’t an optional exercise; it’s mandatory. Even if you don’t intend to differentiate on customer experience (and you’re in a small minority if so), the value of listening to customers is real, measurable, and immediate.” CMO.com

Listening To: an in-depth perspective

To create an effective VOC process, businesses must:

1. Establish a VOC System: Implement systems to capture customer feedback across all relevant touchpoints.

2. Leverage Data-Driven Processes: Use advanced analytics to eliminate assumptions and focus on actionable insights.

3. Understand the Customer Journey: Tailor feedback mechanisms to reflect the unique needs and touchpoints of the customer lifecycle.

4. Combine Techniques: Use a mix of qualitative and quantitative research methods for a comprehensive understanding.

5. Focus on Sustainability: Ensure that customer feedback includes views on sustainability, a key driver of modern consumer behavior.

For instance:

• Green Clean could use feedback forms at checkout, analyze product reviews for sustainability comments, and track brand mentions on social media to capture a holistic view of customer perceptions.

Translating listening to into action

To listen effectively to customers, businesses need a structured and consistent approach:

• Design Your VOC System: Identify key touchpoints and feedback mechanisms across the customer journey.

• Implement Data Analytics: Ensure your VOC process is data-driven and includes tools to analyze qualitative and quantitative feedback.

• Integrate Sustainability: Include questions and feedback opportunities focused on environmental and social impact.

Questions to consider:

• Have you set up a comprehensive VOC system to capture customer feedback across multiple channels?

• Is your VOC process entirely data-driven, avoiding assumptions at every stage?

• Does your VOC system reflect an in-depth understanding of the customer journey and lifecycle?

• Are you using a variety of techniques to gather and validate customer feedback?

• Does your VOC system capture your customers’ views on sustainability effectively?

But listening is not the same as understanding. How you listen, and to whom you listen, is critical. Even a smart, high-end business can be led astray by misunderstanding the strengths and weaknesses of different customer feedback channels. HBR[2]

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Listening To concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. You have set a VOC system that captures everything that customers are saying about your brand and your value proposition.

2. Your entire VOC process is data-driven, and at no point are you making any assumptions.

3. Your VOC process is based on an in-depth knowledge of your user's journey and customer lifecycle.

4. You are using a few different techniques together to ensure you're getting the most that you can from your research.

5. Your VOC system captures your customers' views on sustainability.

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Marketing Canvas Method - Conversation - Listening To

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate significant gaps in your VOC process, such as a lack of data-driven decision-making, insufficient understanding of the customer journey, or a failure to address sustainability. These shortcomings may result in missed opportunities to align with customer expectations and improve brand perception. Immediate action is needed to develop a structured VOC approach.

• A score of zero (0): A neutral score reflects partial implementation or limited effectiveness of your VOC system. While some processes may exist, they are not comprehensive or data-driven enough to provide actionable insights. Additional effort is needed to refine your VOC strategy and incorporate sustainability feedback.

• Positive scores (+1 to +3): Positive scores suggest that your VOC system is robust, comprehensive, and data-driven. It effectively captures feedback at all relevant touchpoints, aligns with the customer journey, and includes insights on sustainability. This ensures you are well-equipped to adapt to customer needs, improve experiences, and strengthen brand loyalty.

Case study: Green Clean’s VOC system

• Misaligned understanding (-3, -2, -1): Green Clean lacks a structured VOC system, relying on anecdotal feedback or assumptions. The brand misses key insights into customer needs, such as the demand for more refill options, and fails to capture sustainability-related feedback, weakening its eco-friendly positioning.

• Surface understanding (0): Green Clean has implemented some feedback mechanisms, such as a customer satisfaction survey, but these are not integrated into a comprehensive VOC system. The feedback collected is limited in scope, failing to address the full customer journey or provide meaningful insights into sustainability.

• Deep understanding (+1, +2, +3): Green Clean has a robust VOC system that captures feedback across multiple channels, including surveys, product reviews, and social media. The system is fully data-driven, with advanced analytics identifying trends and customer pain points. Sustainability feedback is a core component, helping the brand continuously refine its eco-friendly initiatives.

Conclusion

The Listening To sub-dimension is essential for understanding and responding to customer needs, preferences, and expectations. A comprehensive, data-driven VOC system that integrates sustainability insights enables businesses to make informed decisions, enhance the customer journey, and strengthen brand loyalty. By actively listening to customers, brands can stay ahead of the curve and build lasting relationships.

Sources

1. Hubspot, 12 Voice of the Customer Methodologies To Generate a Goldmine of Customer Feedback, https://blog.hubspot.com/service/voice-of-the-customer-methodologies

2. Harvard Business Review, 2015, Everyone Says They Listen to Their Customers—Here’s How to Really Do It, https://hbr.org/2015/10/everyone-says-they-listen-to-their-customers-heres-how-to-really-do-it

3. McKinsey, Are you really listening to what your customers are saying?, https://www.mckinsey.com/business-functions/operations/our-insights/are-you-really-listening-to-what-your-customers-are-saying

4. Futurelab, Your VoC Programme is underperforming - and you know it, https://www.futurelab.net/slide/your-voc-programme-underperforming-and-you-know-it

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Magic

Last update: 06/12/2024

In a nutshell

The Magic sub-dimension in the Marketing Canvas is about creating exceptional moments in the customer journey that go beyond functionality. By removing obstacles, reducing stress, and delivering sensory delight, brands can elevate the customer experience and foster emotional connections. When combined with sustainability, these moments become transformative, leaving a lasting impression.

For instance, Green Clean might make its eco-friendly cleaning products a magical part of the customer journey by offering beautifully designed, refillable containers and a seamless subscription service that eliminates hassle.

Introduction

The Magic sub-dimension within the Journey category focuses on enhancing the customer experience by creating memorable, delightful, and impactful interactions. It’s not just about solving problems—it’s about exceeding expectations, protecting customers from stress, and delivering experiences that elevate their sense of identity and well-being. Infusing sustainability into these moments further strengthens the brand’s emotional resonance with its audience.

Exceptional customer experiences transform mundane interactions into magical ones, fostering loyalty and advocacy.

What is Magic?

Magic refers to the unexpected, delightful elements that enhance the customer journey. These moments are carefully crafted to:

1. Eliminate Friction: Identify and reduce obstacles or points of stress in the customer journey.

2. Deliver Comfort and Reassurance: Protect customers from uncertainty or anxiety.

3. Delight the Senses: Provide sensory pleasure, such as appealing visuals, sounds, or textures.

4. Elevate Status: Make customers feel special, appreciated, or empowered.

5. Integrate Sustainability: Create magical moments that are environmentally and socially responsible.

For example:

• Friction Reduction: Green Clean provides auto-refill options to ensure customers never run out of cleaning supplies.

• Sensory Delight: Using naturally scented, eco-friendly products that enhance the cleaning experience.

• Elevated Status: Highlighting the customer’s role in supporting sustainability through their purchase.

Magic: an in-depth perspective

To create magical customer experiences, brands must:

1. Remove Obstacles: Identify pain points in the customer journey and minimize them to reduce undue effort.

2. Protect Customers from Stress: Offer clarity and reassurance at every touchpoint, eliminating confusion and uncertainty.

3. Delight the Senses: Infuse the customer journey with sensory experiences that engage and uplift.

4. Elevate Customer Status: Recognize and celebrate customers in ways that make them feel valued and important.

5. Prioritize Sustainable Magic: Reduce the environmental impact of creating magical moments while ensuring they align with the brand’s sustainability goals.

For instance:

• Stress-Free Experience: Green Clean ensures clear, concise instructions for using its products, reducing confusion.

• Sensory Appeal: Beautifully designed packaging and refreshing, natural scents create a pleasant experience.

• Sustainability: All magical moments, such as eco-friendly rewards programs, are designed with minimal environmental impact.

Translating Magic into action

Crafting magical moments requires a blend of creativity, customer insight, and operational efficiency. Brands must consistently deliver experiences that surprise and delight while aligning with their values.

Questions to consider:

• Have you identified and reduced obstacles in your customer journey to minimize undue energy expenditure?

• How effectively do you eliminate confusion, uncertainty, and anxiety in your customer interactions?

• Are your customer experiences designed to delight the senses and create memorable moments?

• Do your interactions elevate your customers’ status, making them feel valued and appreciated?

• How have you integrated sustainability into your magical moments to ensure they are impactful and responsible?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Magic concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. You have identified obstacles across your customer journey and have reduced them where customers are expending undue energy.

2. You have eliminated confusion, uncertainty, and anxiety across your customer journey. Your customers are protected from stressful situations.

3. You have delighted the senses of your customer, as they all look for sensory pleasure (from delicious food to relaxing music).

4. You have provided a customer experience that elevates your customers' status.

5. You reduced the social and environmental impact of your efforts to create moments of truth and made sustainable moments magical.

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Marketing Canvas Method - Journey - Magic

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate that your customer journey is filled with obstacles, stress points, or uninspired interactions. These gaps diminish customer satisfaction and loyalty. Immediate action is required to reduce friction, alleviate stress, and introduce sensory and emotional elements that create memorable experiences.

• A score of zero (0): A neutral score reflects partial success in delivering magical moments. While some aspects of the journey may be effective, others lack the delight, clarity, or sustainability required to make them impactful. Further refinement is needed to enhance the emotional and sensory dimensions of the experience.

• Positive scores (+1 to +3): Positive scores suggest that your customer journey consistently removes friction, protects customers from stress, and delivers delightful, sustainable experiences that elevate their status. These magical moments strengthen emotional connections with your brand, fostering loyalty and advocacy.

Case study: Green Clean’s Magic

• Misaligned understanding (-3, -2, -1): Green Clean’s customer journey is filled with obstacles, such as unclear product usage instructions and difficult navigation on its website. Customers feel frustrated and undervalued, with no sensory or emotional engagement to make the experience enjoyable.

• Surface understanding (0): Green Clean addresses some customer needs but fails to consistently deliver magical moments. For example, while the packaging design is visually appealing, the online ordering process is cumbersome, and sustainability claims are not clearly communicated, leaving customers with a mixed experience.

• Deep understanding (+1, +2, +3): Green Clean delivers a seamless and delightful experience. Its website provides easy navigation and clear instructions, while the unboxing experience features eco-friendly, beautifully designed packaging. Customers are celebrated through personalized thank-you messages and loyalty rewards, reinforcing their status as contributors to sustainability.

Conclusion

The Magic sub-dimension is about turning ordinary customer interactions into extraordinary moments. By addressing obstacles, eliminating stress, and delivering sensory and emotional delight, brands can create lasting impressions. When combined with sustainability, these magical moments not only enhance customer satisfaction but also align with modern values, strengthening the brand’s reputation and loyalty.

Sources

1. Matt Watkinson, Book, The 10 Principles Behind Great Customer Experiences.

2. Google, Zero Moment of Truth, https://www.thinkwithgoogle.com/marketing-resources/micro-moments/zero-moment-truth/

3. Brian Solis, 2013, Ultimate Moment of Truth and the art of engagement, https://www.briansolis.com/2013/11/the-ultimate-moment-of-truth-and-the-art-of-engagement/

4. customer experience.io, Great Customer Experiences Are Effortless, https://medium.com/@_cxio/great-customer-experiences-are-effortless-2dea2f300d4e

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Marketing Canvas - Channels

Last update: 5/12/2024

In a Nutshell

The Channels sub-dimension in the Marketing Canvas focuses on the platforms and touchpoints through which customers interact with your brand. An effective channel strategy ensures that customers can access relevant and personalized experiences seamlessly, whether physical or digital, while maintaining consistency and minimizing environmental impact.

For instance, Green Clean might use both physical stores and an e-commerce platform, ensuring that customers have access to personalized product recommendations, consistent information, and eco-friendly packaging, regardless of the channel they choose.

Introduction

The Channels sub-dimension in the Journey category is essential for creating seamless and engaging customer interactions. Channels serve as the interface between your brand and your customers, facilitating communication, transactions, and service delivery. A well-orchestrated channel strategy not only meets customer expectations but also enhances their experience by ensuring relevance, personalization, and sustainability.

Effective channels are not just a means of delivering your value proposition—they are integral to shaping the overall customer journey and reinforcing your brand’s values.

What are channels?

Channels are the pathways and platforms through which customers interact with your brand. These can include:

1. Physical Channels: Retail stores, kiosks, in-person consultations.

2. Digital Channels: Websites, mobile apps, social media, and email.

3. Omnichannel Integration: The seamless connection of physical and digital channels to create a unified customer experience.

Effective channels:

• Adapt to the customer’s context at each moment.

• Offer personalized and seamless interactions.

• Deliver consistent, accurate, and real-time information.

• Ensure orchestration across platforms, avoiding silos.

• Minimize social and environmental impact.

For example:

• Physical Channel: Green Clean’s eco-friendly cleaning products are available at local stores with clear labeling.

• Digital Channel: The brand’s app provides personalized recommendations and subscription services.

• Omnichannel: Customers can browse online, pick up in-store, or arrange delivery with eco-friendly packaging.

Channels: an in-depth perspective

To optimize channel performance, businesses must:

1. Adapt to Context: Ensure customers can access the most relevant channel based on their needs at each moment.

2. Enable Omnichannel Integration: Provide a unified experience across physical and digital platforms, avoiding disjointed interactions.

3. Maintain Consistency and Accuracy: Deliver real-time, useful, and personalized information across all channels.

4. Orchestrate Seamlessly: Connect all channels to allow customers to transition smoothly between them.

5. Focus on Sustainability: Optimize physical and digital channels to reduce environmental impact and promote social responsibility.

For example:

• Customer Context: Green Clean offers an app that helps customers locate nearby stockists or order online for delivery.

• Omnichannel: The app integrates with in-store experiences, allowing customers to scan products for additional information or place orders for out-of-stock items.

• Sustainability: All digital communications are optimized to minimize energy use, and physical deliveries are made using eco-friendly packaging.

Translating channels into action

An effective channel strategy requires alignment with customer expectations, brand values, and operational efficiency:

• Customer Context: Identify customer needs and ensure channels are available and relevant at each stage of their journey.

• Orchestration: Integrate all channels to avoid silos and create a seamless experience.

• Sustainability: Incorporate eco-friendly practices in both physical and digital channels to reduce the brand’s environmental footprint.

Questions to consider:

• Are your channels tailored to your customers’ specific context and needs at every moment?

• Do your physical and digital channels offer clear, personalized, and seamless interactions?

• Is the information shared across channels consistent, real-time, personalized, useful, and accurate?

• Have you orchestrated your channels to eliminate silos, ensuring customers can navigate seamlessly?

• How do your channels optimize social and environmental impact?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Channels concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your customers can use the most relevant channel in function of their specific context at each moment.

2. Your channels are physical and digital. You provide clear, personalized, and seamless interactions, anywhere, anytime.

3. Information captured or shared in your channels is consistent, real-time, personalized, useful, and accurate.

4. You have orchestrated all your channels, and there is no silo between them. Your customers can navigate seamlessly through them at each moment.

5. You optimize the social and environmental impact of your physical and digital channels.

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Marketing Canvas Method - Journey - Channels by Laurent Bouty

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate significant gaps in your channel strategy, such as disjointed experiences, inconsistent information, or poor adaptation to customer context. These gaps can lead to customer frustration, weakened brand perception, and missed opportunities to promote sustainability. Immediate action is required to enhance channel integration and alignment.

• A score of zero (0): A neutral score reflects partial alignment or incomplete execution of your channel strategy. While some elements may be effective, inconsistencies or silos between channels may hinder a seamless customer experience. Additional efforts are needed to fully integrate channels and optimize their social and environmental impact.

• Positive scores (+1 to +3): Positive scores suggest that your channels are well-orchestrated, tailored to customer context, and consistently deliver personalized, accurate information. Your strategy integrates physical and digital channels seamlessly, enhancing customer satisfaction while promoting sustainability.

Case study: Green Clean’s channels

• Misaligned understanding (-3, -2, -1): Green Clean’s channels are poorly coordinated, with no integration between its website and physical stores. Customers experience inconsistent information and limited options for switching between channels, leading to frustration and disengagement.

• Surface Understanding (0): Green Clean offers basic functionality across its channels, such as a website and in-store availability, but fails to fully integrate them. While customers can purchase products online or in-store, they cannot seamlessly transition between these options, and sustainability efforts are minimal.

• Deep Understanding (+1, +2, +3): Green Clean delivers a fully integrated channel strategy. Customers can explore products online, check in-store availability, and order for delivery or pick-up seamlessly. The brand provides consistent, personalized information across all touchpoints, while minimizing environmental impact through eco-friendly packaging and sustainable delivery practices.

Conclusion

The Channels sub-dimension is critical for delivering seamless, customer-centric interactions that align with brand values and sustainability goals. By integrating physical and digital channels, maintaining consistency and accuracy, and optimizing environmental impact, businesses can create a cohesive and impactful customer journey.

Sources

1. Wikipedia, Omnichannel, https://en.m.wikipedia.org/wiki/Omnichannel

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Marketing Canvas - Experience

Last update: 03/12/2024

In a nutshell

The Experience sub-dimension in the Marketing Canvas emphasizes how your brand interacts with customers at each moment of their journey. It ensures that every response is tailored to customer identity, goal-oriented, consistent, clear, and aligned with sustainability. A well-designed experience fosters trust, loyalty, and satisfaction, creating a seamless connection between the customer and the brand.

For instance, Green Clean might ensure that every customer interaction—from website navigation to product use—reflects its commitment to eco-friendliness, customer care, and reliability.

Introduction

The Experience sub-dimension within the Journey category focuses on the quality and consistency of your brand’s interactions across all customer touchpoints. It ensures that your brand provides meaningful, goal-driven answers tailored to customer expectations and values. Delivering exceptional experiences is essential for building trust, enhancing satisfaction, and nurturing long-term relationships.

Experience goes beyond functionality; it aligns with customer identity, fulfills their objectives, and leaves a lasting impression.

What is experience?

Experience represents the totality of interactions customers have with your brand, encompassing:

1. Tailored Responses: Addressing customer needs and reflecting their identity.

2. Goal Fulfillment: Helping customers achieve their objectives at every touchpoint.

3. Consistency: Delivering the same level of quality and messaging across channels and moments.

4. Clarity and Reliability: Setting and meeting clear expectations for customers.

5. Sustainability Alignment: Demonstrating environmental and social responsibility throughout the customer journey.

For example:

• Before Purchase: Providing clear, personalized guidance on choosing the right product.

• During Purchase: Offering a smooth and intuitive buying process.

• After Purchase: Following up with useful tips, support, and opportunities for feedback.

Experience: an in-depth perspective

To deliver a high-quality customer experience, brands must:

1. Adapt to Customer Identity: Understand and reflect customer values, preferences, and expectations in every interaction.

2. Focus on Customer Goals: Ensure that every response aligns with and supports customer objectives.

3. Ensure Consistency: Provide a seamless experience across all touchpoints, from marketing to post-purchase support.

4. Set and Meet Clear Expectations: Communicate what customers can expect and deliver consistently to build trust.

5. Embed Sustainability: Highlight and act on your commitment to sustainable practices at every stage.

For example:

• Customer Identity: Green Clean recognizes that its customers value health and eco-friendliness and tailors messaging to highlight these benefits.

• Goal Achievement: The brand ensures its products deliver effective cleaning without harmful chemicals, fulfilling customer expectations.

• Consistency: Its eco-friendly mission is evident across packaging, advertising, and customer support.

• Clear Expectations: Green Clean provides transparent product usage instructions and reliable delivery timelines.

• Sustainability: All interactions reinforce the brand’s commitment to reducing environmental impact.

Translating experience into action

Creating exceptional experiences requires a structured approach:

• Understand Customer Expectations: Use research and feedback to tailor responses to customer identity and goals.

• Map the Customer Journey: Identify touchpoints and ensure consistent, goal-driven interactions.

• Align with Sustainability: Integrate environmentally and socially responsible practices into every customer experience.

Questions to consider:

• Are your brand responses tailored to your customers’ identity at each touchpoint?

• Does your brand help customers achieve their goals in every interaction?

• Are your responses consistent across time, channels, and moments?

• Do you set clear expectations and deliver consistently to meet them?

• How does your brand incorporate sustainability into the customer experience?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Experience concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. For each moment, your brand answer has been adapted to your customers' identity.

2. For each moment, your brand answer has helped customers to achieve their goals.

3. For each moment, your brand answer is consistent in time and space, leaving nothing to chance.

4. For each moment, your brand answer has clear expectations and delivers it consistently.

5. For each moment, your brand answer is compatible with the concept of sustainability.

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Marketing Canvas Method - Journey - Experience

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate significant gaps in the quality and consistency of your brand’s customer experience. This may result in confusion, unmet expectations, and weak customer relationships. Immediate efforts are needed to improve customer alignment, goal orientation, and sustainability integration.

• A score of zero (0): A neutral score reflects partial execution or incomplete alignment of brand responses with customer expectations. While some aspects of the experience may be effective, inconsistencies or unclear messaging may hinder trust and satisfaction. Refinement is needed to ensure a cohesive and impactful experience.

• Positive scores (+1 to +3): Positive scores suggest that your brand consistently delivers tailored, reliable, and sustainable experiences. This ensures that customers feel understood, supported, and aligned with your values, fostering trust, loyalty, and advocacy.

Case study: Green Clean’s experience

• Misaligned understanding (-3, -2, -1): Green Clean fails to adapt its responses to customer identity or goals, providing inconsistent and unclear interactions. For instance, its advertising highlights sustainability, but product instructions lack clarity, creating confusion and mistrust.

• Surface understanding (0): Green Clean delivers partially effective experiences. While its packaging reflects eco-friendliness, its website and customer support fail to align with these values consistently, leaving customers with mixed impressions.

• Deep understanding (+1, +2, +3): Green Clean ensures that every touchpoint reflects its eco-friendly mission and supports customer objectives. Its website provides personalized product recommendations, packaging is fully sustainable, and customer support offers clear, consistent answers. These efforts create a seamless and satisfying experience that builds trust and loyalty.

Conclusion

The Experience sub-dimension is critical for ensuring your brand delivers consistent, meaningful, and sustainable interactions throughout the customer journey. By tailoring your responses to customer identity, supporting their goals, and maintaining clear and reliable messaging, you can enhance satisfaction and build stronger, lasting relationships with your audience.

Sources

1. Matt Watkinson, Book, The 10 Principles Behind Great Customer Experiences.

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Moments

Last update: 4/12/2024

In a nutshell

The Moments sub-dimension in the Marketing Canvas focuses on identifying and understanding the critical points in the customer journey before, during, and after engaging with your value proposition. These moments capture customer actions, thoughts, and emotions, revealing their objectives and pain points. Understanding these moments helps businesses design experiences that resonate with customers, foster loyalty, and improve satisfaction.

For example, Green Clean might analyze moments such as researching eco-friendly cleaning products, comparing options, purchasing a product, and using it at home. By understanding what customers think, feel, and do at each stage, Green Clean can tailor its messaging, support, and product experience.

Introduction

The Moments sub-dimension in the Marketing Canvas is part of the Journey category, focusing on mapping the customer’s experience with your brand. Moments are the key touchpoints where customers interact with your value proposition and form impressions of your brand. By understanding these moments in detail, you can align your strategies to meet customer expectations and create memorable experiences.

Unlike other elements that focus on broad strategies, Moments zooms into the specific instances that shape customer perceptions, ensuring that your value proposition delivers value consistently.

What are moments?

Moments are the specific instances in the customer journey where they engage with your brand or value proposition. These can occur before, during, or after a purchase, encompassing everything from initial awareness to post-purchase advocacy.

For example:

• Before Purchase: Researching sustainable cleaning products online.

• During Purchase: Comparing Green Clean to competitors and making a buying decision.

• After Purchase: Using the product and deciding whether to repurchase or recommend it.

Moments are characterized by:

1. Customer Observations: Based on real customer behavior and feedback.

2. Actions, Thoughts, and Feelings: Capturing what customers do, think, and feel at each touchpoint.

3. Customer Objectives: Understanding the goals customers aim to achieve during each moment.

Moments: an in-depth perspective

Mapping moments requires detailed insights into customer behavior, focusing on:

1. Observations and Identity: Moments must reflect real customer behaviors and identities, gathered through interviews and observations.

2. Comprehensive Coverage: Identifying all relevant moments before, during, and after engaging with your value proposition.

3. Customer Emotions and Actions: Capturing the thoughts, feelings, and actions of customers at each stage.

4. Customer Objectives: Understanding what customers aim to achieve during each moment and aligning your strategy accordingly.

For example:

• Observations: Green Clean might discover that customers feel overwhelmed by the variety of “eco-friendly” claims during research.

• Emotions: Customers may feel relief when they find a transparent and trustworthy brand.

• Actions: Comparing labels or searching for certifications like “EcoCert.”

• Objectives: Finding a safe and sustainable cleaning solution for their family.

Mental Models - Moments in the Marketing Canvas

Translating moments into action

To enhance the customer experience, businesses must identify and refine the moments that matter most to their audience. This involves:

• Mapping the Journey: Defining moments across all stages of the customer journey.

• Aligning with Objectives: Ensuring each moment supports the customer’s goals and minimizes friction.

• Optimizing Touchpoints: Improving interactions to meet customer expectations and create positive experiences.

Questions to consider:

• Have you based your moments on real customer observations and interviews?

• Have you identified moments before, during, and after the purchase?

• Do you understand what your customers think, feel, and do at each moment?

• Have you clearly identified the objectives your customers aim to achieve during each moment?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Moments concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your moments have been defined based on customer observations and interviews. It reflects his/her identity.

2. You have identified all moments before, during, and after buying your value proposition.

3. For each moment, you have clearly identified what your customers think, feel, and do.

4. For each moment, you have clearly identified what are the customer objectives.

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Marketing Canvas Method - Journey - Moments

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate a lack of understanding or incomplete mapping of customer moments. This may result in missed opportunities to address customer needs, leading to friction in the journey and reduced satisfaction. Immediate action is needed to observe, analyze, and map customer behaviors more effectively.

• A score of zero (0): A neutral score reflects partial insights or an incomplete understanding of customer moments. While you may have identified some key touchpoints, gaps remain in addressing customer thoughts, feelings, or objectives. Further research and refinement are required to create a comprehensive journey map.

• Positive scores (+1 to +3): Positive scores suggest that you have a thorough understanding of customer moments and have effectively mapped their actions, thoughts, feelings, and objectives. This deep insight allows you to create seamless, satisfying experiences that align with customer expectations and foster loyalty.

Case study: Green Clean’s moments

• Misaligned Understanding (-3, -2, -1): Green Clean fails to map critical customer moments, focusing only on the purchase stage. The brand overlooks key interactions, such as research or post-purchase usage, resulting in a disconnected customer experience that fails to meet expectations.

• Surface Understanding (0): Green Clean identifies some customer moments but does not fully capture customer thoughts, feelings, or objectives. For example, while the brand recognizes that customers compare products, it does not address the emotional stress of choosing among eco-friendly options.

• Deep Understanding (+1, +2, +3): Green Clean comprehensively maps customer moments, from initial awareness to post-purchase advocacy. By identifying what customers think, feel, and do at each stage, the brand tailors its messaging, simplifies decision-making, and provides ongoing support. For instance, Green Clean offers an online guide to decoding eco-labels, addressing customer stress during the research phase and aligning with their objective of making informed choices.

Conclusion

The Moments sub-dimension is essential for understanding the key touchpoints that shape the customer journey. By observing real customer behavior, identifying actions, emotions, and objectives, and refining interactions, businesses can create seamless and satisfying experiences. A well-mapped journey fosters loyalty, trust, and advocacy, ensuring your value proposition resonates with customers at every stage.

Sources

1. Mental Models, Wikipedia, https://en.m.wikipedia.org/wiki/Mental_model

2. Google, Micro-Moments, https://www.thinkwithgoogle.com/marketing-resources/micro-moments/micro-moments-understand-new-consumer-behavior/

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Marketing Canvas - Proofs

Last update: 8/11/2024

In a nutshell

The Proofs sub-dimension in the Marketing Canvas focuses on the evidence and validation that support your value proposition. Proofs help build trust and credibility by demonstrating how your offering delivers on its promises, reducing customer uncertainty and reinforcing your brand’s reputation. This evidence may include testimonials, case studies, certifications, third-party endorsements, and other trust-building tools.

For example, Green Clean might use certifications like "Certified Organic" or endorsements from environmental organizations to validate its claims of sustainability and safety, reassuring customers of its commitment to quality and eco-conscious practices.

Introduction

The Proofs sub-dimension is a vital element of the Value Proposition category in the Marketing Canvas. It addresses the need to substantiate your claims with clear and credible evidence. In an age of increasing skepticism, especially around sustainability claims, providing proof is critical to gaining customer trust, avoiding greenwashing, and reinforcing your brand's reputation.

Proofs help bridge the gap between what a brand promises and what customers believe, ensuring alignment and confidence in your value proposition.

What are proofs?

Proofs are the tangible and credible elements that validate your value proposition, providing customers with the confidence to trust and invest in your offering. These can include:

• Operational Context: Demonstrations, examples, or case studies that show your value proposition in action.

• Clarification Tools: Detailed explanations, technical specifications, or visual aids that reassure customers about your product or service.

• Third-Party Endorsements: Recognized certifications, awards, or endorsements from trusted authorities.

• Brand Reputation: References to your brand’s history, achievements, or well-known attributes.

• Greenwashing Avoidance: Ensuring that your claims are transparent, accurate, and verifiable.

For instance, Green Clean might showcase customer testimonials, certifications like “EcoCert,” and its long-standing reputation for sustainable innovation to provide robust proof of its eco-friendly claims.

Laurent Bouty - Marketing Canvas Method - Proofs

Proofs: an in-depth perspective

To effectively reinforce your value proposition, your proofs must:

1. Show Operational Relevance: Provide real-world examples or demonstrations of how your product delivers value.

2. Reassure Through Clarity: Offer clear explanations or visualizations that address customer concerns.

3. Leverage Trusted Endorsements: Highlight third-party validations or certifications that strengthen credibility.

4. Reference Brand Reputation: Connect your value proposition to widely acknowledged elements of your brand’s history or achievements.

5. Maintain Integrity: Ensure your claims are truthful, avoiding exaggeration or greenwashing.

For example:

• Operational Context: Green Clean shares a case study showing how its products helped a customer reduce household toxins by 80%.

• Third-Party Endorsements: Certifications like “Leaping Bunny” verify its cruelty-free claims.

• Reputation: Green Clean highlights its recognition as a leader in sustainable cleaning solutions.

Translating proofs into action

Providing proof requires an intentional strategy to communicate and display evidence across all customer touchpoints. From marketing materials to customer service, every interaction should reinforce your value proposition with credible and relevant proof points.

Questions to consider:

• Have you demonstrated your value proposition in an operational context that customers can easily relate to?

• Have you clarified how your value proposition works to reassure potential customers?

• Are your claims backed by trusted third-party endorsements?

• Do you reference widely acknowledged elements of your brand’s reputation to reinforce your value proposition?

• Are you transparent in your claims, ensuring you avoid any perception of greenwashing?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Proofs concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. You have presented your value proposition in an operational context that makes it possible to see the promised benefit(s).

2. You have provided elements to clarify exactly how the value proposition operates and reassure the customer.

3. Your value proposition is supported by means of a recognized third party: i.e., a celebrity ambassador, a label, or other trusted sources.

4. Your value proposition has made a direct reference to a widely acknowledged element of your brand's reputation.

5. Your value proposition avoids any form of Greenwashing.

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Marketing Canvas Method - Value Proposition - Proofs by Laurent Bouty

Interpretation of the scores

Negative scores (-1 to -3): Negative scores indicate a lack of sufficient or credible proof to support your value proposition. Customers may be skeptical of your claims, leading to reduced trust and missed opportunities to build loyalty. Immediate steps are needed to integrate credible and transparent evidence into your messaging.

A score of zero (0): A neutral score reflects uncertainty or incomplete application of proof elements. While you may provide some evidence, it is not compelling or consistent enough to fully reassure customers. Further development of proof strategies is necessary to strengthen customer trust and confidence.

Positive scores (+1 to +3): Positive scores suggest that your value proposition is well-supported by clear, credible, and impactful proof elements. Your evidence reassures customers, leverages third-party endorsements, aligns with your brand’s reputation, and avoids greenwashing. This strengthens customer trust and reinforces your value proposition.

Case study: Green Clean’s proofs

Misaligned understanding (-3, -2, -1): Green Clean fails to provide sufficient proof to support its claims, relying only on vague or generic statements. Without tangible evidence, such as certifications or case studies, customers are left skeptical of its eco-friendly promises, weakening trust and reducing purchase intent.

Surface understanding (0): Green Clean offers some proof, such as basic product descriptions or minimal certifications, but lacks consistency or depth. Customers may perceive the brand as credible but not fully reassured, limiting the impact of its value proposition.

Deep understanding (+1, +2, +3): Green Clean provides robust proof points, including certifications like “EcoCert,” testimonials from satisfied customers, and endorsements from environmental organizations. These elements demonstrate operational relevance, clarify its value proposition, and highlight the brand’s reputation as a sustainability leader, building strong trust and loyalty.

Conclusion

The Proofs sub-dimension is essential for building trust and credibility in your value proposition. By demonstrating your claims through operational context, third-party endorsements, and references to your brand’s reputation, you reassure customers and strengthen their confidence in your offering. Transparency and honesty are critical to avoiding greenwashing and maintaining integrity, ensuring that your proofs reinforce long-term loyalty and advocacy.

Sources

1. Neil Patel, Dominate your Market, https://neilpatel.com/blog/dominate-your-market/

2. HubSpot, Principles of Persuasion, https://blog.hubspot.com/sales/cialdini-principles-of-persuasion

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Pricing

Last update: 24/11/2024

In a nutshell

The Pricing sub-dimension in the Marketing Canvas examines how your pricing strategy supports your value proposition, aligns with customer expectations, and reflects your brand positioning. Pricing is not merely a financial decision but a strategic tool that communicates value, differentiates your offering, and influences customer behavior toward sustainable choices.

For instance, a brand like Green Clean might emphasize pricing transparency and offer incentives for sustainable behaviors, such as discounts on refillable products, to align with its eco-friendly mission and customer expectations.

Introduction

The Pricing sub-dimension in the Marketing Canvas is critical to ensuring your value proposition is both competitive and aligned with your brand’s goals. A well-designed pricing strategy balances customer Willingness To Pay (WTP), perceived value, and cost structure while promoting sustainability. It ensures your offering creates more value than its cost and encourages customers to engage with your brand’s most impactful and sustainable options.

Pricing also reinforces brand positioning by reflecting the quality, exclusivity, or accessibility of your product or service.

What is pricing?

Pricing is the monetary expression of your value proposition, reflecting the worth of your product or service to customers. A strong pricing strategy:

• Communicates Value: Ensures that customers perceive the benefits of your offering as exceeding its cost.

• Reflects Willingness To Pay: Aligns with what customers are willing to pay for solving their problems.

• Covers Costs: Accounts for the full costs associated with delivering your value proposition.

• Supports Positioning: Aligns with your brand’s image and goals in the category.

• Promotes Sustainability: Incentivizes customers to choose sustainable options.

For example, Green Clean might set a premium price for its eco-friendly cleaning solutions to reflect their unique value while offering subscription discounts for refills to encourage long-term sustainable behaviors.

Pricing: an in-depth perspective

PRICING is a pivotal element of your marketing strategy that requires meticulous analysis due to its complexity and profound impact on value creation. In the Marketing Canvas Method, PRICING goes beyond simply competing with market rates for similar offerings. Instead, it focuses on leveraging pricing as a strategic tool to create or preserve value, propelling your brand upward on the economic value curve.

Perceived Price and the Value Curve

At the core of effective PRICING is the concept of the Perceived Price—how customers interpret the value of your offering relative to its cost. Understanding the standard pricing unit in your market is critical to analyzing your position.

For instance:

• In a supermarket, shampoos or soaps are typically priced per milliliter in Europe, while coffee is sold by weight.

• In the service industry, consulting services are often charged per hour or day.

Once the reference pricing unit is established, you can calculate the perceived price of your offering compared to competitors using the formula:

24 / (E - C) * (M7 - C) - 12

Where:

• E is the highest unit price in the market,

• C is the lowest unit price,

• M7 is your unit price.

This calculation helps determine your position on the value curve, indicating whether your PRICING strategy accelerates or impedes your business growth.

Example: Artisanal Coffee

Suppose your artisanal coffee beans are priced at $15 per pound (M7). In your market, the highest-priced coffee is $20 per pound (E) and the lowest is $10 per pound (C). Applying the formula provides insight into where your pricing strategy positions you on the value curve.

A strong position on the curve suggests your pricing reflects perceived value, while a weak position may signal the need for adjustment to better align with market conditions and customer expectations.

PRICING and Perceived Value

PRICING is intrinsically tied to how customers perceive the value of your product or service:

• If your offering is seen as a commodity, customers will gravitate toward the lowest price.

• Conversely, if your unique value proposition is clear, customers may accept higher prices that reflect this differentiation.

For example:

• Starbucks customers willingly pay premium prices because they perceive value beyond the coffee itself—a unique experience.

• A luxury fashion brand can command high prices because it offers a transformational experience, making cost secondary for its target audience.

Key Principles of an effective PRICING strategy

An effective PRICING strategy should adhere to the following principles:

1. Be Value-Based: Align your price with your position on the economic value curve.

2. Consider Market Conditions: Analyze competitor pricing and customer price sensitivity to ensure relevance.

3. Enhance Your Brand’s Purpose and Positioning: Reflect your brand identity. For instance, a disruptive brand might challenge market norms with innovative pricing.

4. Strengthen Your Value Proposition: Reinforce the unique aspects of your offering to justify the price.

Ignoring these principles can lead to a PRICING strategy that acts as a brake on your progress, rather than an accelerator.

Assessing your pricing strategy

To evaluate your pricing, consider a scoring scale from -12 to +12:

• 12 represents a low price that may correspond to a low perceived value.

• +12 indicates a high price with a high perceived value.

For example:

• If your artisanal coffee is priced above average market rates but customers appreciate its unique quality and sourcing, resulting in a high perceived value, your pricing might score a +8 or higher on this scale.

• On the other hand, a low-priced coffee with limited differentiation might score closer to -8 or -12, reflecting a misaligned pricing strategy.

Value Map that helps you understand your current pricing situation

Translating pricing into action

A strong pricing strategy should consistently reflect your value proposition and support customer decision-making. Pricing decisions should be based on insights into customer behavior, cost structures, and competitive analysis, while integrating sustainability as a core principle.

Questions to consider:

• Does your pricing strategy create more value than the cost for your customers compared to alternatives?

• How well does your pricing align with your customers’ Willingness To Pay for solving their problems?

• Does your pricing account for all costs associated with delivering your value proposition?

• Is your pricing consistent with your brand positioning and category goals?

• How does your pricing strategy encourage sustainable choices?

Method for self-assessment

For a comprehensive evaluation of your understanding and application of the Pricing concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your value proposition is creating more value than the cost of the next best alternative for your customers.

2. Your pricing strategy is based on customer Willingness To Pay (WTP) for solving their problem.

3. Your pricing strategy takes into account all costs associated with your value proposition.

4. Your pricing strategy is aligned with your brand positioning and your goals for the category.

5. Your pricing strategy encourages customers towards the most sustainable option available.

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Marketing Canvas Method - Value Proposition - Pricing by Laurent Bouty

Interpretation of the scores

Negative scores (-1 to -3): Negative scores suggest that your pricing strategy is misaligned with customer expectations, cost structures, or brand positioning. This can result in undervaluing your product, losing competitive advantage, or failing to support sustainability goals. Immediate action is required to reassess your pricing approach.

A score of zero (0): A neutral score reflects uncertainty or incomplete alignment in your pricing strategy. While some elements may be in place, such as cost coverage or WTP analysis, they lack cohesion or fail to drive sustainable behaviors effectively. Further refinement is needed to strengthen your strategy.

Positive scores (+1 to +3): Positive scores indicate that your pricing strategy effectively communicates value, aligns with customer WTP, covers costs, and supports brand positioning. Additionally, your pricing encourages sustainable choices, reinforcing your commitment to long-term impact and differentiation.

Case study: Green clean’s pricing

Misaligned understanding (-3, -2, -1): Green Clean’s pricing fails to reflect the value of its eco-friendly products, either undervaluing them compared to competitors or setting prices that exceed customer WTP. The lack of cost alignment and sustainability incentives weakens the brand’s positioning and reduces customer appeal.

Surface understanding (0): Green Clean’s pricing covers basic costs and aligns with industry averages but lacks differentiation or focus on sustainability. Customers may perceive value but are not incentivized to choose more sustainable options, limiting the brand’s impact and competitive edge.

Deep understanding (+1, +2, +3): Green Clean’s pricing highlights the value of its unique features, such as non-toxic ingredients and zero-waste packaging, while aligning with customer WTP. By offering subscription discounts and promoting refillable packaging, the brand encourages sustainable behavior. This strategy reinforces its eco-friendly positioning, builds customer loyalty, and ensures profitability.

Conclusion

The Pricing sub-dimension is a strategic tool for aligning your value proposition with customer expectations, brand positioning, and sustainability goals. By creating value beyond cost, basing pricing on WTP, and incentivizing sustainable choices, businesses can enhance their competitive edge, foster customer loyalty, and achieve long-term success.

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Sources

1. Market and Economic Value, Laurent Bouty, https://laurentbouty.com/blog/2019/marketing-canvas-market-and-economic-value

2. Neil Patel - 5 Psychological Studies on Pricing That You Absolutely MUST Read, https://neilpatel.com/blog/5-psychological-studies/

3. The Ultimate Guide to Pricing Strategies, https://blog.hubspot.com/sales/pricing-strategy

4. Replyco, 23 Pricing Strategies Any eCommerce Seller Can Use to Increase Sales, https://replyco.com/brainery/23-pricing-strategies-for-ecommerce-sellers/

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Emotions

Last update: 06/11/2021

In a nutshell

The Emotions sub-dimension in the Marketing Canvas highlights the emotional benefits that define your value proposition. While functional benefits address practical needs, emotional benefits resonate with customers on a deeper level, fostering loyalty and long-term connections. A compelling emotional value proposition reflects your brand’s purpose, sets you apart from competitors, and aligns with evolving societal priorities like sustainability.

For example, a company like Green Clean might offer emotional benefits such as “peace of mind knowing your home is safe for your family and the planet.” This emotional resonance reinforces customer trust and loyalty, beyond the functional benefits of cleaning performance.

Introduction

The Emotions sub-dimension in the Marketing Canvas addresses the feelings and experiences customers associate with your value proposition. It explores how your brand elicits positive emotions, builds trust, and creates a lasting impact that goes beyond the product or service itself.

By understanding and delivering emotional benefits, brands can establish stronger connections with their target audience, inspire advocacy, and differentiate themselves in competitive markets.

What are emotional benefits?

Emotional benefits represent the intangible value customers derive from engaging with your brand. These benefits might include feelings of security, joy, pride, or belonging. Emotional benefits often serve as the deciding factor when customers choose between similar products or services.

For example:

• Core Emotional Benefits: Address universal customer feelings such as trust or confidence.

• Differentiating Emotional Benefits: Provide unique experiences or feelings that set your brand apart.

• Unique Emotional Benefit: Create a singular emotional reason that makes your offering the preferred choice.

Green Clean’s emotional benefits might include:

• Core Emotional Benefit: Trust in the safety and effectiveness of the product.

• Differentiating Emotional Benefit: Pride in supporting a sustainable brand.

• Unique Emotional Benefit: Peace of mind from creating a healthier, toxin-free home for loved ones.

Emotions: an in-depth perspective

To craft a powerful emotional value proposition, businesses must:

1. Meet Basic Expectations: Deliver on the emotional benefits expected within the category.

2. Differentiate Through Experiences: Offer unique emotional connections that competitors do not provide.

3. Focus on a Unique Emotional Appeal: Identify the single emotional benefit that defines your brand’s appeal.

4. Align with Purpose and Positioning: Ensure emotional benefits reflect the brand’s core mission and messaging.

5. Integrate Sustainability: Appeal to customers’ desire to make ethical and environmentally conscious choices.

For instance:

• Alignment: Green Clean’s emotional benefits align with its eco-friendly mission, ensuring customers feel good about their choices.

• Differentiation: By emphasizing its commitment to family health and environmental impact, Green Clean creates a unique emotional bond with its audience.

• Sustainability: Features such as non-toxic ingredients and reusable packaging appeal to customers’ emotions tied to sustainability.

Translating emotions into action

To deliver emotional benefits effectively, brands must identify and consistently communicate the feelings they want to evoke across all customer touchpoints. Emotional benefits should be evident in marketing messages, customer experiences, and product interactions.

Questions to consider:

• What emotional benefits are essential in your category, and how well do you deliver them?

• How do your emotional benefits set your brand apart from competitors?

• What is the unique emotional benefit that defines your value proposition?

• Are your emotional benefits consistent with your brand purpose and positioning?

• How do your emotional benefits reflect sustainability?

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Emotions concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your value proposition has all the core emotional benefits required by the category.

2. Your value proposition has few emotional benefits that set you apart from the competition.

3. Your value proposition has a unique emotional benefit that defines the single most reason for choosing you.

4. Your value proposition emotional benefits are consistent with your brand purpose and positioning.

5. Your value proposition has integrated sustainability in its emotional benefits.

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Marketing Canvas Method - Value Proposition - Emotions by Laurent Bouty

Interpretation of the scores

Negative scores (-1 to -3): Negative scores indicate that your value proposition lacks clarity or fails to address the emotional benefits that customers expect. This may lead to weak differentiation, limited customer loyalty, and missed opportunities to create meaningful connections.

A score of zero (0): A neutral score reflects uncertainty or incomplete articulation of emotional benefits. While some benefits may exist, they lack depth, uniqueness, or alignment with your brand purpose. Further development and integration are needed to create a compelling emotional value proposition.

Positive scores (+1 to +3): Positive scores suggest that your emotional benefits are well-defined, unique, and consistently aligned with your brand purpose and sustainability goals. These benefits foster customer loyalty, emotional connections, and advocacy, strengthening your value proposition.

Case study: Green clean’s emotional benefits

Misaligned understanding (-3, -2, -1): Green Clean focuses only on functional benefits, failing to address the emotional needs of its customers. This oversight leads to weak emotional connections and limited differentiation, as customers do not feel a unique or lasting bond with the brand.

Surface understanding (0): Green Clean recognizes the importance of emotional benefits but lacks a cohesive strategy to articulate and deliver them. While customers may appreciate the eco-friendly mission, the emotional connection remains superficial and does not strongly influence their loyalty or advocacy.

Deep understanding (+1, +2, +3): Green Clean offers a well-defined emotional value proposition. Customers feel peace of mind knowing their cleaning products are safe and sustainable, pride in supporting an eco-conscious brand, and joy in contributing to a healthier environment. These emotional benefits align with the brand’s purpose and create a loyal customer base that advocates for the brand’s mission.

Conclusion

The Emotions sub-dimension is vital for creating value propositions that resonate deeply with customers. By delivering core emotional benefits, differentiating through unique experiences, and aligning these benefits with brand purpose and sustainability, businesses can build trust, foster loyalty, and inspire advocacy. A strong emotional value proposition complements functional benefits, making the overall offering more compelling and memorable.

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Read Next

How to price your product? Read Marketing Canvas and Pricing

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Sources

1. Market and Economic Value, Laurent Bouty, https://laurentbouty.com/blog/2019/marketing-canvas-market-and-economic-value

2. Harvard Business Review, 2015, The new science of customer emotions

3. Harvard Business Review, 2018, The B2B elements of Value

4. Marketing Journal, 2018, The elements of Value

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Features

Last update: 26/11/2024

In a nutshell

The Features sub-dimension in the Marketing Canvas examines the functional benefits that define your value proposition. These features are the tangible and measurable aspects of your offering that meet customer needs and differentiate you from competitors. A strong set of functional benefits ensures alignment with your brand purpose, positioning, and sustainability goals, making your value proposition more compelling and relevant.

For instance, a company like Green Clean might emphasize features such as “non-toxic cleaning agents” and “zero-waste packaging” as core elements of its value proposition. These features align with customer expectations for safety and sustainability while differentiating the brand from conventional cleaning products.

Introduction

The Features sub-dimension is a critical component of the Value Proposition category in the Marketing Canvas. It focuses on identifying the functional attributes that make your product or service valuable to customers. These features must not only meet category expectations but also include distinctive elements that set your offering apart and align with your brand purpose and sustainability goals.

By ensuring that your features are both relevant and unique, you enhance your value proposition and increase customer satisfaction and loyalty.

What are features?

Features represent the functional benefits of your product or service—the tangible elements that solve customer problems or meet their needs. These benefits range from basic requirements to unique attributes that provide differentiation in a competitive landscape.

For example:

• Core Functional Benefits: The essential features expected by customers within a category (e.g., cleaning efficacy in a cleaning product).

• Differentiating Functional Benefits: Features that provide added value and set your offering apart from competitors (e.g., hypoallergenic formulas or plant-based ingredients).

• Unique Functional Benefit: A standout feature that makes your offering the preferred choice (e.g., 100% biodegradable packaging).

Green Clean’s value proposition might include:

• Core Benefits: Effective cleaning performance.

• Differentiating Benefits: Safe for children and pets.

• Unique Benefit: Zero-waste packaging that appeals to eco-conscious consumers.

The Value Proposition Canvas allows you to design products and services that customers actually want. In this short video, we walk you through the tool and how it works.

Features: an in-depth perspective

To create a compelling value proposition, the functional benefits of your product or service must:

1. Meet Basic Expectations: Deliver on the fundamental features required by the category.

2. Differentiate Your Offering: Include features that set you apart from competitors.

3. Provide a Unique Selling Point: Offer a feature that becomes the primary reason customers choose your product.

4. Align with Purpose and Positioning: Reflect your brand’s mission and values.

5. Integrate Sustainability: Address modern customer demands for environmentally responsible solutions.

For example:

• Alignment: Green Clean’s focus on non-toxic and eco-friendly ingredients aligns with its brand purpose of promoting health and sustainability.

• Differentiation: By offering a subscription model for refillable cleaning products, Green Clean stands out in a crowded market.

• Sustainability: Features such as zero-waste packaging reinforce the brand’s commitment to sustainability.

Translating features into action

To successfully translate features into action, a customer-centric approach is essential. Features must not only meet customer expectations but also provide a seamless, intuitive, and meaningful experience. Achieving this involves several key steps:

Make Features accessible and understandable

Customers should easily grasp the value and functionality of the features your product or service offers. This can be achieved through:

• Clear communication: Ensure features are well-highlighted in product descriptions, advertising, or sales materials.

• User-friendly tools: Use explainer videos, user guides, or tutorials to simplify the adoption process.

• Intuitive design: Incorporate thoughtful design to ensure ease of use, reducing any learning curve.

Integrate Features into the customer Journey

Embedding features into every touchpoint of the customer journey ensures that they are consistently experienced and appreciated. This includes:

• Highlighting features during onboarding processes.

• Showcasing their value in promotional materials or during customer interactions.

• Demonstrating them in action through trial versions or interactive showcases.

Communicate Features effectively

Features must be prominently featured in marketing efforts to help customers understand their benefits. Consider:

• Advertising: Highlight features in ads to attract attention and drive interest.

• Product descriptions: Clearly articulate how features solve customer problems or enhance their experience.

• Sales presentations: Use demonstrations or testimonials to showcase features in action.

Leverage customer feedback

Feedback is invaluable in refining features to better align with customer needs. Continuous engagement helps ensure that your features remain relevant, effective, and appreciated. Techniques include:

• Surveys and polls: Gather structured feedback on specific features.

• User tests: Observe how customers interact with features to identify pain points.

• Social media interactions: Monitor conversations to uncover unfiltered opinions and suggestions.

Statements for self-assessment

For a comprehensive evaluation of your understanding and application of the Features concept, rate your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your value proposition has all the core functional benefits required by the category.

2. Your value proposition has a few functional benefits that set you apart from the competition.

3. Your value proposition has a unique functional benefit that is the primary reason for customers choosing you.

4. Your value proposition functional benefits align consistently with your brand purpose and positioning.

5. Your value proposition has integrated sustainability in its functional benefits.

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Marketing Canvas Method - Value Proposition - Features by Laurent Bouty

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate that your value proposition lacks clarity or fails to deliver the functional benefits required to meet customer expectations. This could result in weak differentiation, poor alignment with your brand purpose, or missed opportunities to address sustainability.

• A score of zero (0): A neutral score reflects uncertainty or gaps in your understanding or delivery of functional benefits. While your value proposition may meet some basic expectations, it lacks distinctive or unique elements that make it compelling to customers. Further refinement and alignment with brand goals are needed.

• Positive scores (+1 to +3): Positive scores suggest that your value proposition effectively delivers all the required functional benefits, includes distinctive and unique features, and aligns with your brand purpose and sustainability goals. This ensures strong differentiation, customer satisfaction, and alignment with modern market demands.

Case study: Green Clean’s features

• Misaligned understanding (-3, -2, -1): Green Clean focuses only on basic cleaning performance, failing to address customer expectations for safety or sustainability. This limited scope leads to weak differentiation and a lack of alignment with the brand’s eco-friendly mission.

• Surface understanding (0): Green Clean meets basic category expectations but lacks distinctive or unique features. While it recognizes the importance of eco-friendly products, its functional benefits are not fully articulated or aligned with customer priorities, limiting its value proposition.

• Deep understanding (+1, +2, +3): Green Clean offers a well-rounded value proposition with core benefits (effective cleaning), differentiating benefits (non-toxic and safe for children), and a unique feature (refillable, zero-waste packaging). These functional benefits are consistently aligned with the brand’s purpose of promoting health and sustainability, setting Green Clean apart from competitors.

Conclusion

The Features sub-dimension is essential for defining the functional benefits that form the foundation of a compelling value proposition. By meeting core expectations, differentiating your offering, and providing unique benefits aligned with your brand purpose and sustainability goals, you can create a value proposition that resonates with customers, fosters loyalty, and stands out in a competitive market.

Sources

1. Strategyzer, Value Proposition, https://www.strategyzer.com/canvas/value-proposition-canvas

2. Bill Autlet, Disciplined Entrepreneurship

3. Wikipedia, USP, https://en.m.wikipedia.org/wiki/Unique_selling_proposition

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Marketing Canvas by Laurent Bouty

Marketing Canvas - Visual Identity

Last update: 03/06/2023

In a nutshell

Your visual identity is how you translate your purpose into visible elements. It can be defined as the collection of all brand elements that you create to portray the right image of your brand. While the Values will help your employees taking the right decisions and having the right behaviors, the Visual Identity will ensure your customers/clients to recognize (without any doubt) who you are and why you exist.

In the Marketing Canvas

The Marketing Canvas is a powerful tool for entrepreneurs and non-marketers to build a robust marketing strategy. It consists of six meta-dimensions, each with four sub-dimensions, for a total of 24 sub-dimensions defining your Marketing Strategy. One of these sub-dimensions is VISUAL IDENTITY, which falls under the BRAND meta-dimension

Enhancing and Understanding Visual Identity

Visual Identity is more than just a logo or a specific color palette; it's an amalgamation of all tangible elements that help consumers distinguish one brand from another. More importantly, it serves as a visual representation of a brand's core values, mission, and personality.

Consider a company operating in the clean, green, and sustainable business sector. Its visual identity may embody elements of nature, using earthy colors, and organic shapes, alluding to its environmental stewardship.

Brand is your logo and visuals, too. A great brand deserves a great logo and great graphic design and visuals. It can make the difference when the customer is choosing between two great brands. But these alone cannot make your brand great. [2]

Tools for Visual Identity

Crafting a resonant visual identity requires a deep understanding of a brand's core philosophy and aspirations. Subsequently, these insights are transformed into a coherent visual language. The tools for achieving this comprise of:

1. Logo: A well-crafted logo should be instantly recognizable, conveying the brand's ethos in a visually appealing manner.

2. Color Palette: Colors elicit emotional responses and help create brand associations. A well-chosen color scheme can enhance a brand's message and connection with its target audience.

3. Typography: Fonts often subtly communicate a brand's personality. For instance, a modern, clean typeface may suggest a forward-thinking, innovative brand.

4. Imagery: Consistency in the style of imagery used, whether it’s the use of photographs, illustrations, or graphics, adds another layer of depth to the brand identity.

5. Brand Guidelines: To ensure consistent application across all mediums, a comprehensive brand guideline document is necessary. It serves as a rulebook, detailing everything from logo usage to color codes and fonts.

Visual Identity and its Relationship with other Marketing Canvas Sub-dimensions

The real power of visual identity becomes apparent when viewed in context with the other sub-dimensions of the Marketing Canvas. All dimensions are interconnected, and each can impact the other.

• Purpose and Values: These drive the creation of the visual identity. A brand with a purpose centered around sustainability will have a visual identity that reflects this commitment, possibly with green color schemes or nature-inspired logos.

• Positioning: Your positioning in the marketplace should be echoed in your visual identity. If you're positioning yourself as a luxury brand, your visual identity should exude sophistication and elegance.

• Experience: Visual identity plays a significant role in shaping customer experience. It helps in setting the right expectations and evoking desired emotions from customers, thereby influencing their overall experience with the brand.

• Pricing : Your product and its pricing strategy can influence your visual identity. If you sell premium products at a higher price point, your visual identity should align with this to convey a sense of exclusivity.

Translating Visual Identity into Action

Translating visual identity into action requires consistency and strategic integration across all brand touchpoints:

1. Brand Consistency: All visual elements, from the website to packaging, should represent the brand accurately, fostering trust and recognition.

2. Strategic Partnerships and Collaborations: By aligning with like-minded brands, events, or influencers, you can further reinforce your brand's visual identity and expand your reach.

3. Product and Service Design: The design of the products or services should also resonate with the visual identity. For a green business, this could translate to sustainable materials in their product design or eco-friendly packaging.

4. Brand Evolution: As brands grow, their visual identity should also evolve to stay relevant and appealing, while still maintaining a connection to the original brand ethos.

Statements for self-assessment

The visual identity of your brand plays a crucial role in shaping how consumers perceive and connect with your brand. It extends beyond just a logo – it includes color schemes, typography, imagery, packaging, and even the layout of your physical or online presence. It should be consistent and aligned with your brand values, resonating with your target audience while differentiating you from competitors.

To evaluate the effectiveness of your visual identity, measure your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

• Your brand identity is consistent throughout the customer touch points.

• Your brand identity is in line with brand purpose, positioning and values.

• Your brand identity characteristics are different from other competitive brands and are easily attributed to your brand.

• Your brand identity has high like-ability rating with your target audiences.

• Your brand identity accurately reflects the sustainable nature of your products or

  services.

If you find yourself disagreeing with these statements, it's time for a reassessment. This might involve refining your logo, re-evaluating your color palette, redesigning your website or packaging, or even embarking on a complete rebranding journey.

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Marketing Canvas Method - Brand - Visual Identity

Example: Suncharge

To elucidate this further, let's consider a practical example in the context of a clean, green, or sustainable business. Suppose we have a start-up that aims to revolutionize the renewable energy sector by introducing portable, solar-powered chargers for electric vehicles, named "SunCharge". The purpose of the start-up is clear: to promote sustainable energy usage and reduce reliance on non-renewable sources.

The creation of the visual identity for SunCharge, like any brand, starts with understanding its core values, target audience, and unique selling proposition. The brand aims to convey innovation, environmental responsibility, and reliability. With this in mind, the creation of visual assets, such as logos, color palettes, and typography, should all be aligned with these principles.

1. Logo: The logo is the most crucial aspect of visual identity. A logo should be unique and must encapsulate the brand's essence. For SunCharge, the logo could be a sleek, modern design combining a stylized sun and a charging symbol, hinting at the renewable energy source and its application.

2. Color Palette: The choice of colors significantly affects how a brand is perceived. Greens and blues are typically associated with environmental friendliness and trust, making them a good choice for SunCharge. Additionally, warm yellows or oranges could symbolize the sun, bringing a positive and energetic vibe to the brand.

3. Typography: This should reflect the brand's character. For a modern, innovative brand like SunCharge, clean and straightforward sans-serif fonts might be the best choice.

4. Images and Graphics: These should consistently follow the chosen aesthetic. This might include images of clean energy sources, modern technology, and graphics with a simple, modern design.

5. Brand Guidelines: This document ensures consistency across all visual aspects of the brand. It should define the logo usage rules, primary and secondary color palettes, typeface choices, and more. This will serve as a reference for anyone creating materials for the brand, ensuring a unified and coherent brand image.

Conclusion

In conclusion, a strong visual identity does more than making your brand look good. It communicates your brand's values and personality, creates a memorable impression, and fosters a deeper connection with your stakeholders. It's a demanding process, but when done right, the result is a brand that is not only visually appealing but also communicates its essence at a glance.

Sources

1. Woven Agency, https://woven.agency/blog/what-is-the-brand-identity-prism/

2. Harvard Business Review, A logo is not a Brand, https://hbr.org/2011/06/a-logo-is-not-a-brand

3. HowBrandsAreBuilt, https://howbrandsarebuilt.com/blog/2018/12/21/the-brand-identity-prism-and-how-it-works/

4. Inkbotdesign, https://inkbotdesign.com/kapferers-brand-identity-prism/

5. Marty Neumeier's Brand Gap

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Marketing Canvas - Values

Last update: 25/12/2024

In a nutshell

The Values sub-dimension of the Marketing Canvas represents the core principles that define your brand’s identity and guide its actions. Brand values influence every decision, shaping how a brand interacts with customers, stakeholders, and society. Strong, clearly defined values help differentiate the brand from competitors, foster customer loyalty, and ensure consistency in behavior and messaging.

For example, a company like Green Clean might adopt values such as sustainability, transparency, and health. These values not only reflect the brand’s commitment to its mission but also resonate deeply with its eco-conscious customers.

Introduction

The Values sub-dimension in the Marketing Canvas plays a critical role in establishing a brand’s identity and aligning it with its purpose, positioning, and customer expectations. Brand values articulate what the brand stands for, serving as a compass for decision-making and a foundation for building trust and loyalty.

Values are not just words on a page—they are actionable principles that must be consistently demonstrated in the brand’s behavior, communications, and offerings.

What are values?

Brand values are the core beliefs and principles that define what your brand represents. They influence every aspect of your operations, from how you treat customers and employees to how you address societal and environmental challenges.

For example:

• Sustainability might drive decisions about materials, suppliers, or packaging.

• Integrity might ensure transparency in advertising and customer communications.

• Customer focus might prioritize delivering exceptional service.

Green Clean’s values could include:

• Sustainability: A commitment to eco-friendly practices and products.

• Health: Ensuring safe, non-toxic cleaning solutions for families.

• Transparency: Being honest and clear about the ingredients and processes used.

These values help customers understand what the brand stands for and why it matters to them.

Translating Beliefs into Values

Ideally, your Values should be a perfect reflection of your Purpose, or the fundamental beliefs that drive your organization. This consistency allows the values to amplify your brand's purpose, guiding its actions and decisions.

Consider, for example, a green, clean-focused company, which operates under the belief that sustainable practices are paramount to our future. Its core values may include sustainability, accountability, and innovation. These values are the bridge between its purpose - promoting environmental responsibility - and its day-to-day operations, whether it's in product development, supply chain management, or customer service.

Values: an in-depth perspective

Frabrikbrands proposes that effective core values should be Memorable, Unique, Actionable, Meaningful, Clear, Timeless (MUAMCT). This is not a mere acronym, but a mantra for brands to assess the strength and relevance of their values. Each attribute plays a crucial role:

• Memorable: The values should resonate with your team and your target audience, making them easy to remember and internalize.

• Unique: Your values should set you apart from the competition, demonstrating your unique perspective and approach.

• Actionable: They should translate into concrete behaviors and processes within your organization.

• Meaningful: The values need to be significant, appealing to the emotions and beliefs of your stakeholders.

• Clear: Clarity avoids confusion. Your values should be understood by everyone.

• Timeless: Despite market changes, your core values should remain constant, reflecting enduring principles.

For example:

• Internal Alignment: Green Clean’s values guide employee behavior, ensuring all actions align with the brand’s mission.

• External Perception: Customers see Green Clean’s values reflected in its products, marketing, and partnerships, reinforcing trust and loyalty.

When values are authentic and consistently upheld, they strengthen the emotional connection between the brand and its audience.

Translating values into action

Defining brand values is only the first step; the real impact comes from living those values every day. From product development and customer interactions to advertising and community involvement, values must be evident in every touchpoint.

Questions to consider:

• Are your brand values clearly articulated and consistently communicated?

• Do your values align with the current and future context of your industry?

• How do your values differentiate your brand from competitors?

• Are your values evident in your brand’s behavior and interactions?

• How do your values reflect a commitment to sustainability?

Statements for self-assessment

Evaluating your values is as essential as defining them. Ask yourself: Are your brand's values helping you achieve your goals? Are they a reflection of your purpose? Are they incorporated into every aspect of your business?

To assess the effectiveness of your values, consider your agreement with the following statements on a scale from -3 (completely disagree) to +3 (completely agree):

1. Your brand values are well defined and clearly articulated.

2. Your brand values are relevant with respect to the context your brand is operating in.

3. Your set of brand values allows to differentiate what you stand for with compared to your competitors.

4. Your brand values are reflected in your brand behaviour and what you.

5. Your brand values are all focusing on sustainability

If you find yourself disagreeing with these statements, it's time to revisit your core values. This might involve a re-examination of your purpose, a re-interpretation of your values, or even a complete overhaul of your organization's culture. Remember, the relationship between your purpose and values should work as an accelerator, not a brake.

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Marketing Canvas Method - Brand - Values

Interpretation of the scores

• Negative scores (-1 to -3): Negative scores indicate a lack of clarity, relevance, or alignment in your brand values. This suggests that your values may not be well defined or communicated, leading to inconsistencies in behavior and customer perceptions. Without clear values, the brand may struggle to differentiate itself or build trust with its audience.

• A score of zero (0): A neutral score reflects uncertainty or incomplete articulation of your brand values. While some values may be present, they lack depth, relevance, or alignment with customer expectations and sustainability goals. Further refinement and integration are needed to make values a meaningful part of your brand identity.

• Positive scores (+1 to +3): Positive scores indicate that your brand values are clearly defined, relevant, and consistently demonstrated. Customers and stakeholders understand what the brand stands for, and its actions align with these principles. Strong values help differentiate the brand, inspire loyalty, and reinforce its commitment to sustainability.

Case study: Green clean’s values

• Misaligned understanding (-3, -2, -1): Green Clean lacks clearly defined values or fails to articulate them effectively. Customers and stakeholders are unsure of what the brand stands for, leading to weak differentiation and limited trust. The absence of a focus on sustainability further disconnects the brand from its eco-conscious audience.

• Surface understanding (0): Green Clean has a general sense of its values but does not consistently reflect them in its behavior or communications. While customers may recognize some alignment with sustainability or eco-friendliness, the values lack depth and differentiation, limiting the brand’s ability to build loyalty or stand out.

• Deep understanding (+1, +2, +3): Green Clean has well-defined, relevant values centered on sustainability, transparency, and health. These values are consistently demonstrated across all touchpoints, from product design to customer service. By emphasizing its commitment to these principles, Green Clean differentiates itself from competitors and builds trust and loyalty with its eco-conscious audience.

Conclusion

Brand values are the foundation of a brand’s identity, guiding its actions and shaping customer perceptions. Clearly defined and consistently demonstrated values differentiate the brand from competitors, foster customer loyalty, and ensure alignment with societal and environmental priorities. By living its values, a brand can build meaningful, lasting relationships with its audience and create a positive impact in the world.

Sources

1. Harvard Business Review, 2002, Make your values mean something

2. Frabrikbrands, https://fabrikbrands.com/how-to-define-brand-values/

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Marketing Canvas by Laurent Bouty

Hack: Marketing Canvas and Triple Bottom Line

As Marketers, we are not excused for being complaisant with the world around us. It should have been always the case but today the situation is so critical that we need to take action.

REVISIT STEP 2 - SET YOUR GOAL

The original approach at Step 2 was profit oriented. Indeed, during this step, we recommend to set a financial goal (revenue) before starting step 3 which is the assessment.

The triple bottom line approach (wikipedia) as proposed by John Elkington consists of extending the bottom line concept with sustainable elements. In addition to Profit, Elkington proposed to add Planet and People. The Marketing Canvas Method can be easily hacked for integrating the Triple Bottom Line concept by simply changing the way Goals are set during step 2.

HOW?

At Step 2, you can define goal for Profit (original approach) but also goal for Planet and People. It is not fully clear for me whether a standard framework exists with clear KPIs linking Marketing Strategy and Planet/People elements. You can chose the goals that would specifically work for you when discussing Planet and People topics. Based on a very quick desk research, I identified few topics that could be used for defining objectives for Planet and People. It would be interesting to have your point of views and make this list more robust. Don’t hesitate to comment this post.

LIST OF GOALS FOR PEOPLE AND PLANET

• Energy Management: How could you reduce your energy consumption and use more renewable energy when executing your marketing strategy? Goal?

• Resource Management: How could you make use of resources for your marketing strategy in such a way that our next generation or in future there are no effects on the resource? Goal?

• Waste Management: How could you collect, transport, process or dispose of, manage and monitor various waste materials generated by your marketing strategy? Goal?

• Employee Welfare: How could you reinforce employee welfare when executing your marketing strategy? Goal?

• Fair Trade: How could you reinforce fairness in your marketing strategy through dialogue, transparency and respect, that seeks greater equity in international trade? Goal?

• Cause Marketing: How can you better the society while executing your marketing strategy? Goal?

PROCESS

When you have defined these goals (e.g. CO2), you can apply the Marketing Canvas Method for assessing your current situation (STEP 3). Let’s take 2 examples from the 24 dimensions.:

• JOB TO BE DONE (CUSTOMERS): Is the knowledge of your customers’ job to be done helping you from achieving your goals?

• FEATURES (VALUE PROPOSITION): Are the features of your value proposition helping you achieve your goals?

By asking these questions, you have interesting discussions about your current ability to achieve these goals (like CO2) or not (Brake or Accelerator).

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Marketing Canvas Method and Triple Bottom Line

Le Marché dans le Marketing Canvas

Marketing Strategy Design Cards

Dans l’enthousiasme de travailler sur sa stratégie marketing, on se précipite souvent et oublie l’importance de ce que je considère comme la première étape: la compréhension du marché dans lequel nous allons opérer (startup) ou nous opérons déjà (entreprise existante).

Les questions qu’il faut se poser sont les suivantes:

• Comment définir le marché?

• Comment mesurer le marché?

• Comment qualifier le marché?

Comment définir le marché?

Bien que la question puisse paraître simple et évidente, elle ne l’est pas.

Petit exemple: dans quel marché TESLA a-t-il décidé de se lancer avec son modèle S? La majorité des voitures électriques avant TESLA se situait dans un marché d’acheteurs urbains avec des petits déplacements. TESLA a privilégié le marché du luxe et plus particulièrement le marché des voitures sportives luxueuses dont la référence est … Porsche. En choisissant le marché, certaines constantes sont fixées telles que: le prix moyen (100k€ pour une voiture de sport de luxe) ou certaines caractéristiques clés du marché (performance, design, vitesse, …).

Comme illustré dans mon exemple, le marché conditionne certaines hypothèses de départ. On peut bien sur être un game changer et redéfinir ces règles toutefois elles restent pour l’acheteur un cadre de référence qu’il va utilisé pour comparer votre produit (lorsque vous louez une chambre chez AirbnB, vous comparez votre achat à une location dans un hotel, un gite ou un bed & breakfast).

Bien qu’il existe de nombreuses définitions d’un marché, celle que je préfère vient de Bill Aulet [1]. Il définit le marché en 3 règles:

1. Les clients dans le marché achètent tous des produits similaires.

2. Les clients dans le marché ont le même cycle d’achat et s’attendent à ce que les produits fournissent de la valeur d’une façon similaire.

3. Il y a du bouche à oreille entre les clients d’un même marché.

La première question est donc: Dans quel marché comptez-vous opérer?

Comment mesurer le marché?

Après avoir défini le marché dans le lequel vous allez opérer, il faut essayer de le mesurer afin de définir son potentiel et votre ambition. Une méthode provenant encore de l’entrepreneuriat s’appelle le TAM (pour Total Available Market), SAM (pour Serviceable Available Market) et SOM (Serviceable Obtainable Market) .

Derrière ces acronymes, ce cache des concepts assez simples:

• Le TAM correspond au marché total possible. Si on prend l’exemple de Airbnb cela correspondrait à toutes les locations de chambres dans le monde pour une année.

• le SAM correspond à la partie du marché où vous êtes actif (ou allez être actif si vous lancer votre activité). Le passage du TAM au SAM dépend de vos critères: géographique (là où vous êtes actifs), type de produit (ioS ou Android, premium ou cost), ...

• le SOM est votre objectif en part de marché. Combien de % du SAM voulez vous obtenir?

la seconde question est donc: quelle est la taille du marché ? 

Comment qualifier le marché?

Finalement, il vous reste à qualifier le marché. Qu’est ce que cela veut dire? Le marché a une vie et est dynamique comme un organisme vivant (il apparaît, grandit, se stabilise puis décline). Si vous ne comprenez pas l’etat du marché SAM dans lequel vous entrez, vous risquez de mal définir votre stratégie commerciale (le volume des ventes diffère entre chaque état).

Source: Wikipedia

La description ci-dessous provient de Wikipedia (https://fr.wikipedia.org/wiki/Cycle_de_vie_(commerce))

1. Stade de lancement: Introduction du produit sur le marché

   • coûts élevés de production et de développement

   • faible volume de vente

   • pertes pour l'entreprise

   • prix élevés

2. Stade de croissance

   • coûts réduits par les économies d'échelles

   • croissance importante des volumes de vente

   • profits croissants pour l'entreprise et marges élevées

   • prix assurant une large part de marché

   • début de simplification du marché: les grandes entreprises achètent les PME innovantes

3. Stade de maturité

   • marges réduites, disparition des compétiteurs incapables d'économies d'échelle (absorption, retrait, faillite, oligopoles, stabilisation des parts de marché)coûts de production faibles, mais coûts de promotion commerciale et de services à la clientèle élevés

   • maximum des volumes de vente

   • forte sensibilité à la conjoncture

   • profits encore très importants mais stagnants

   • fortes segmentations : les gammes de produits se sont diversifiées pour répondre à une demande exigeante

   • tendance à la baisse des prix en raison de la concurrence

   • anticipation de produits de remplacement par la recherche et le développement

4. Stade de déclin

• diminution des ventes

• diminution des profits

• diminution des prix

• apparition de produits de remplacement

La dernière question est: quel est l’état du marché ?

Conclusion

En répondant à ces 3 questions clairement, vous aurez plus facile lorsque vous définirez votre stratégie commerciale. L’étape suivante dans l’exercice du Marketing Canvas est de définir la compétition.

Référence

1. Bill Aulet, Disciplined Entrepreneurship : 24 Steps to a Successful Startup, John Wiley & Sons (30 août 2013)

2. Cycle de vie, Wikipedia
   

Marketing Canvas - Ambition

Dans le cadre d'une Marketing canvas, il est important de démarrer le processus à partir d'une question claire et simple basée sur l'ambition que vous souhaitez atteindre à l'aide de votre stratégie marketing. Une vidéo simple pour expliquer ce concept.

MORE ON MARKETING CANVAS:

Discover the process HERE

Discover the cards HERE

Download the template HERE

Marketing Strategy for Millennials from Marketing Cloud

Interesting Infographic from Marketing Cloud proposing 5 steps to creating your Marketing Strategy for Millennials. As you might have noticed, I am advocating the use of the Marketing Canvas for designing your Marketing Strategy. Let's check whether these steps fit into the process?

1. Step 1 is definitely a no-brainer. Data and customer knowledge will help you to be very specific when discussing canvas. Dimensions like Humans (if you want to uncover key insights and customer preferences), Journey (if you want to design great customer experience), Value proposition (if you want to design the most relevant offers) and conversation (if you want to be at the right place, right time with the right subject) will help you.
2. Step 2 is clearly identified in the canvas: Channel (in Journey), Content & Stories (Conversation), Media (Shared and Earned) and finally the global topic of conversations.
3. Step 3 is also covered in Engagement (word of mouth), Influencers (Conversations), Proofs (Value Proposition) and Moment of Truth (Journey)
4. Step 4 mentions that technology is key for millennials. It is true and it will influence preferred Channels (Journey), Media (Conversation) and Features (Value Proposition) but don't forget that Job To Be Done is why they engage with you and what problem they are trying to solve.
5. Step 5 is all about your Purpose (Brand) and  Listening (conversation). I am not a fan about education as I believe we don't educate customers but we engage them.

The conclusion is that the Marketing Canvas fits perfectly with these steps and can be applied for Millennials. Finally, I would like to mention that in the Budget dimensions, they are 2 important topics (capabilities and people) where you should invest for having the required tools and skills in your company if you want to do all of this.

More on Marketing Cloud: https://www.salesforce.com/products/marketing-cloud/best-practices/millenial-marketing-strategy/

3 Cs in a Digital World

Interesting article from Roland Berger Consultants about Sales in a Digital World. Their thesis is that you need to master 3 Cs if you want to have a voice in this new world:

1. Develop the Customer Base: It is definitely in line with what I am preaching. You should not only focus on acquisition but also on stimulation and retention. The CLV dimension of the Marketing Canvas is telling you how much you perform versus your ambition;
2. Orchestrate the Channel: I also agree but I would extend this to Orchestrate the Customer Journey as it is much broader than channel and it is integrating elements like Brand experience, touch-points, emotions and wow moments.
3. Manage the complexity: it is maybe fluffy as notion. We all know that we should manage the complexity, the question is how should I do that. One possible answer is in the article when they discussed centralisation. I think the key element there is to automate your processes (BPM, scripting, algorithms, ...) in order to reduce the chaos and uncertainty. but don't forget to keep the human part.

Source: Roland Berger, Think Act, The digital future of B2B sales

Marketing Canvas, some tips about the process

Canvas works really well if:

1. Start with a clear ambition, S.M.A.R.T. and linked with the finance. One of the usual mistake when doing a marketing strategy exercise is to not properly link the marketing actions with the financial consequences. In the Marketing Canvas exercise, we genuinely start from the financial ambition for addressing this issue. This ambition is about growth and thus the canvas is about growth hacking your marketing strategy.
2. Start with a clear persona representing a customer cluster sharing the same Job To Be Done (problem to be solved by your offer). It could happen that you can't achieve your ambition with your current persona/segment (in classical strategy, it corresponds to a cash cow or a future dog). If it is the case you should consider another segment with another job to be done.
3. Assess the current situation of your marketing mix by asking the 28 questions as defined in the canvas. Define clearly if each dimension TODAY is helping you to achieve your ambition (it is an accelerator) or is not (then we define this dimension as a brake). Do this exercise in team as it will create a shared understanding of the situation and support your answers with facts. 
4. Backward thinking is a very powerful way of finding solutions to any problem. In this process, try to visualise/imagine how dimension(s) defined as BRAKES would look like if they would help you with your ambition. What is different? Could you describe it? Does it really help with your ambition? If yes, then you have one idea of potential solutions. Find as many ideas as possible.
5. Having generated plenty of ideas (some could even be yellow ideas aka impossible ideas), you should prioritise it in order to finalise your preferred vision of this future where your ambition is achieved. What are the actions you should do to transform this future into a reality: Start Doing, Stop Doing, Do More, Do Less, Simplify, Magnify? Brainstorm as a team and list all actions.

6. You now have identified all actions for building your future but you have to organise it into a comprehensive and feasible roadmap. Some actions are low hanging fruits while others require more time and effort. One way to do this is to use these 2 criteria: contribution to the ambition and effort. Congratulations, you now have a roadmap and a marketing strategy.

Why you need a bold question for your Marketing Strategy?

What is the best way to start defining the marketing strategy of your company, business or activity? My proposal is to start with a bold strategic question! Why?

Because the objective of your strategy is to achieve an ambition and most probably a financial ambition. Whether you are a startup or a stock listed company, you have to achieve a financial ambition if you want to stay in business. Thus first hypothesis is to have a financial ambition and preferably S.M.A.R.T. one.

Financial Ambition of Your Strategy

Then let's imagine, you don't do any strategy and you let the business in free wheel (no plan). Most probably you will face problems and situations (external or internal) that will block you to achieve your ambition. I suggest that you highlight the biggest problem, your #1 fear for your business. Thus second hypothesis is that you need to define your biggest fear as the context where you will do your strategy.

Biggest commercial fear you have

Question

HOW CAN I (FINANCIAL AMBITION) IN (TOP #1 FEAR) ?

Examples

HOW CAN I GROWTH MY REVENUE BY 5% IN AN AUTOMATED AND DIGITAL ENVIRONMENT? (Shoe Store)

HOW CAN I PROTECT MY REVENUE NEXT YEAR IN A MARKET WHERE UBER IS ARRIVING? (Taxi company)

HOW CAN I BE PROFITABLE AFTER 1 YEAR IN A MARKET WHERE NOBODY KNOWS ME YET ? (Startup company)

Quote

Marketing Strategy should start with a bold question

Next step

• https://laurentbouty.com/blog/2017/marketing-canvas-job-to-be-done

How To Define Your Commercial Plan for Your Startup with Marketing Canvas?

When you work on your commercial strategy for your startup, you can facilitate this conversation with using the Marketing Canvas (more on the canvas here). Please find below 10 steps you should follow:

KEY QUESTIONS TO BE ASKED

1. What is your goal? Big Idea? Define a question that will clarify your projected future like How can we achieve 1M€ after one year of operation? How can we generate 5% growth next year? How can we differentiate our brand in a digital world where predictive technologies driven by AI will become a standard?

2. What is the problem you are trying to solve? Clarify the job to be done for your customers.

3. Who is our buyer and user? Define your persona.

4. If not you who else? Define the category where you are playing and what are the alternatives for your buyer.

5. How do you want to be remembered? What people will say about you? Your BRAND

6. What is your answer to the problem your buyer has? What is your value proposition? Do you have USP, ESP, Clear Pricing and Proofs?

7. What experience people will have with you? Will it generate sales and engagement? JOURNEY

8. How do you discuss with your buyer? Do you have conversations? Do you listen? Do you have content, stories, influencers? Which media do you use?

9. Does it make any financial sense? What is your Marketing Budget and Revenue?

10. If you don't think it all works, iterate one more time

PROCESS FOR ZERO APPROACH

As a startup, you should define your strategic hypothesis. It is slightly different than an existing business because you are starting from a white page.

Part 1- Target, Positioning

Define your key customer target (JTBD, ASPIRATION, PAINS & GAINS). As you are starting your business, you have no information on ENGAGEMENT.

Define your Brand strategy (PURPOSE and POSITIONING) and explain how you will differentiate your brand versus competitors. Explain what could be the VALUES of this brand and your IDENTITY strategy.

Define your Value Proposition (FEATURES, EMOTIONS and PRICING). Describe core, differentiated and unique features/emotions to support your Brand Strategy, matching your customer target and helping you to achieve your financial objectives. Do you have any PROOFS supporting your value proposition?

Part 2- Go To Market

Define your go to market approach and more specifically: Describe funnel journey (pre and post purchase) for your go to market: MOMENTS, EXPERIENCE, CHANNEL and MAGIC. Don't forget to align this with your brand strategy.

Describe your conversation strategy for your go to market. LISTENING, CONTENT, MEDIA and INFLUENCERS if any.

Part 3 - Metrics

Define your hypothesis in terms of metrics for your business: ACQUISITION (speed of acquisition), ARPU (average spending for each customer on the 12 months), LIFETIME (your churn assumption) and BUDGET (amount of € needed for supporting your strategy).

ASSESS YOUR ZERO APPROACH WITH YOUR TEAMS

Use the canvas and answer to these questions using all dimension while asking the same question:

Will my .... help me to achieve my goal?

RED: Not at all; GREEN: Definitely

Visualise your Commercial Strategy on Marketing Canvas

RED dimension must be reviewed or mitigated because that are not helping you to achieve your goal.

Interested in the Marketing Canvas, you can find more information here. 

Resources

• Startup Failure Rate Statistics To Take In [2020] - https://hustlelife.net/startup-failure-rate-statistics/

• Steve Blank - Startup Tools - https://steveblank.com/tools-and-blogs-for-entrepreneurs/