At a time of volatility, it is harder than ever for brands to cut through and connect with their clients. The goal posts were well and truly shifted for everyone and many brands scrambled to pivot, reallocate resources or were forced to go into hibernation.
Some brands pushed through and continued to focus on the long game. Brand leaders and marketers have been faced with major challenges, all at an incredibly rapid pace. For some the tough decision to strategically prepare for short-term pain to enable long-term gain has or will pay off as we emerge from this latest installment of the COVID-19 crisis.
At BrandMatters, we’ve assisted brands with brand research, brand strategy and brand design and have witnessed firsthand, the importance of staying true to your brand values, keeping the client front of mind, and nurturing your internal brand even through the toughest times.
Pivoting or hibernating has been necessary for business survival, but for brand equity, we believe staying true to your brand positioning and brand story will prove just as powerful in the longer term, post-pandemic.
So which brands have demonstrated the critical traits that will see them through to the other side of this pandemic? Our team of passionate brand advocates have put together a list of the brands we feel will pull through even stronger than ever as we emerge from these unprecedented times.
Australia’s national broadcaster, the ABC, was quick to respond back in March in terms of its key role as Australia’s ‘truth teller’ broadcaster. Even though they’d been hit with major budget cuts, they did what Australians expected of them and that is show up and keep us informed.
They quickly adapted their news coverage, pivoted to zoom, and focused on delivering the news and programming online via ABC iView. They have created several versions of its ‘I Am Australian’ song, with a virtual choir made up of everyday Australians singing from their homes during the various lockdowns. The various iterations include one sung by students of Broome Primary School in Yawuru language which resonated across the nation to remind people we are still connected, despite the physical disconnection.
The ABC has a role to keep Australians informed, educated and entertained, more so during these COVID-19 times, with trusted content and services accessible to all Australians.
Of all the industries affected by COVID, aviation was undoubtedly one of the hardest hit. Throughout the pandemic, they’ve been in the public eye, with news of staff standdowns, billion dollar losses, and numerous press appearances by Alan Joyce publicly pleading with governments to make decisions on timelines for domestic and international borders to reopen.
As avid travellers, who all have family overseas and interstate, our whole team was moved to tears by the recent advertisement release by Qantas encouraging Australians to get vaccinated. The tone and messaging of the campaign fits with the airline’s brand positioning and values and is part of a broader ‘Be Rewarded’ campaign.
Another tourism brand that has not been able to operate in their normal capacity, Airbnb has shown resilience and even managed to continue with a successful IPO in the midst of the pandemic.
Airbnb have been focused on brand building with their latest campaign – made possible by hosts and have introduced measures in preparation for the return of travel. These include strict disinfectant protocols and relaxed cancellation policies.
They’ve ramped up focus on experiences and introduced virtual experiences to their suite of offerings. Recognising the increased use of at-home devices, Airbnb have introduced virtual background images of its stunning spaces, free for download and use.
Of all the organisations and brands that have been thrust into the limelight, it has been Service NSW. Not only have they had to change their entire business strategy from a predominately face to face model, but they’ve also had to roll out, at rocket speed, a range of new initiatives to support their customers (the entire adult population of Australia). This included the NSW COVID Safe Check-in App and a range of other initiatives together with business grants and disaster grants for Australians who have had their income impacted by the pandemic.
The next step from a tech perspective is managing the integration between mygov and Service NSW in order to allow vaccination status to be easily identified as we open up. These integrations and improvements would normally take a government department several years to implement. Service NSW has been incredibly focused on the end customer and enabling them to get what they need.
One of BrandMatters’ long-standing clients, we may be a little biased here. Vero is focused on building relationships and truly partnering with insurance brokers by giving them a better understanding of SMEs and their attitudes towards commercial insurance.
The annual Vero SME Insurance Index provides unbiased insights into the needs and pain points of SMEs in Australia. This research is conducted annually to help insurance brokers better understand their core target audience.
In 2020 the Index was released just as COVID hit in March and Vero knew that SMEs were facing difficult times that would not be reflected in the report. As a result, Vero commissioned an additional SME Insurance Index COVID-19 Pulse Check, which provided actionable insights for brokers into the challenges being faced by SMEs during the pandemic and what they could do to support them during this time.
As the pandemic continues to wreak havoc for SMEs, the Vero Business Recovery Grant was created to help existing Vero SME customers deal with the financial hardships caused by the COVID-19 crisis.
To read more about BrandMatters’ involvement in creating the Vero SME Insurance index visit our case study.
Established in Melbourne in 1987, Aesop has become one of the most respected skincare brands in the world. During COVID times, many luxury brands have suffered as a result of tighter consumer spending. Aesop has continued to grow and has stayed focused on offering innovative, unique products and experiences as well as showing continuous genuine dedication to producing sustainable products and design.
Part of this sustainability journey is a strong focus on climate action and reducing their carbon footprint. In 2019, Aesop committed to becoming net-zero by 2030 and established a science-based emission reduction target by the end of 2021. So far, they have earned certifications from B Corp, Cruelty-Free International and PETA as well as achieving carbon neutrality through carbon offsetting across the global business for their 2020 operations; an achievement verified under South Pole’s Climate Neutral label. Not losing sight of the importance of sustainability throughout the pandemic will see them emerge as a leader in this category.
TAL is a leading provider of life insurance products within Australia. TAL have been actively campaigning throughout the pandemic on the importance of ‘Insuring this Australian Life’ which has been their tagline for some time. It has resonated well throughout the past few years, with Australians faced with bushfires, floods and of course the pandemic, ‘Insuring this Australian Life’ is about the only way to describe it.
The marketing lends naturally into our need to protect what we have, our families, but also to be smart in a time when there is unrelenting change and uncertainty of the rollercoaster of environmental and social disasters. TAL’s marketing doesn’t feed into a reactionism to make things as they were, but it does tap into the need to create one constant that can be relied on in an ever-changing world.
TAL’s existing tagline and approach was right for the time and enabled them to consistently reinforce their messaging as the last 2 years have unfolded. It is in contrast with MLC’s “Life Unchanging” tagline which, whilst also tapping into protecting what you already have, slightly jars as one thing life is not right now is unchanging.
Xero is a cloud-based accounting software platform for small businesses with over 2.7 million subscribers around the world. From the onset, the Xero brand was very clear in its positioning of ‘beautiful accounting software’. Xero was a disrupter in this market and a game changer for small businesses.
During the pandemic, Xero has released a series of initiatives to help connect with their target audience, however they have not deviated from their core offering. For most small businesses, who were trying to cut costs, Xero was one of the subscriptions that still represented value during the difficult times.
Xero continued to focus on product improvement – continued to focus on making accounting for small businesses beautiful, by simplifying everyday business tasks and integrating with other systems commonly used by small business owners such as Square, Receipt Bank and others. From a communication perspective, they’ve released a series of guides for small business start-ups and a podcast series called ‘What led you here’ where Xero’s CEO talks to founders and entrepreneurs about their business journey. There is also a series of articles sharing Xero customer stories.
As a brand agency, we are always on the lookout for brands to advocate for. We love to see brands do great things and inspire people, and these are just some of the brands we’ve noticed over the past few months while in lockdown.
Importantly, these brands have proven that brand building is not just about advertising and pre-purchase communications. It requires connection throughout the entire organisation at every consumer touchpoint and must involve other parts of the business – fulfillment, sales and customer service.
Brands are realising the role of brand is more than just the ‘typical’ marketing function and that organisations must create an environment that better integrates brand into the entire organisation.
Ultimately brands with a strong positioning have proven they can successfully navigate a crisis by adapting their brand to the changing environment.
These brands will come out the other side much stronger.
Is your brand ready for lift-off post pandemic? Get in touch if you are ready to take the next step in clarifying your brand and forming a closer connection with your customers.