Strategic Brand Management Building

Measuring and Managing Brand Equity

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 Chapter 8
Developing a Brand Equity Measurement & Management System

Chapter Objectives

1. Describe the new accountability in terms of ROMI.

2. Outline the two steps in conducting a brand audit.
3. Describe how to design, conduct, and interpret a tracking study.
4. Identify the steps in implementing a brand equity management system.

Overview

If managers are to develop programs designed to build, maintain, or leverage a brand’s

equity, they must first understand consumer knowledge structures for the brand. Marketers
need new tools and procedures that justify the value of their expenditures beyond “Return
on Marketing Investment” (ROMI) measures tied to short-term changes in sales. This
chapter describes various ways to measure those knowledge structures, which represent
sources of brand equity. The concept of a brand equity measurement system is introduced.
Implementing a brand equity measurement system involves three steps: conducting brand
audits, designing brand tracking studies, and establishing a brand equity management system.

A brand audit is a consumer-focused exercise to assess the health of the brand, uncover its
sources of brand equity, and suggest ways to improve and leverage its equity. The brand
audit consists of two steps: the brand inventory and the brand exploratory.

Tracking studies measure consumer attitudes toward the brand on a consistent basis over
time and provide a contemporary picture of the state of the brand. Five key measures can be
used to capture the consumer mindset: brand awareness, brand associations, brand attitudes,
brand attachment, and brand activity or experience.

Brand equity management systems consist of three components: a Brand Equity Charter, a
Brand Equity Report, and the creation of senior-level executive positions charged with
overseeing the implementation of the Brand Equity Charter and Brand Equity Report. The
Brand Equity Charter should accomplish the following: define the firm’s view of the brand
equity concept and why it is important; describe the scope of key brands; specify the actual
and desired brand equity for all brands in the brand hierarchy; explain how brand equity is
measured by tracking studies and the Brand Equity Report; provide strategic guidelines for
brand equity management; provide specific tactical guidelines for marketing programs;
specify proper treatment of brands in terms of trademark usage, packaging, and
communications.

The Brand Equity Report should provide description as to what is happening with a brand
as well as to why it is happening. It should also include all relevant internal and external
measures of brand performance as well as sources and outcomes of brand equity. To
provide adequate management, it is important for companies to establish a position of Vice
President or Director of Strategic Brand Management to oversee the implementation of the
Charter and Report and provide central coordination for all branding activities.
Brand Focus 8.0 illustrates a sample brand audit using the Rolex brand as an example.

Science of Branding

THE SCIENCE OF BRANDING 8-1

THE ROLE OF BRAND PERSONAS

Personas are detailed profiles of one, or perhaps a few, target market consumers. They are
often defined in terms of demographic, psychographic, geographic, or other descriptive
attitudinal or behavioral information. The rationale behind personas is to provide exemplars
or archetypes of how the target customer looks, acts, and feels that are as true-to-life as
possible, to ensure marketers within the organization fully understand and appreciate their
target market and therefore incorporate a nuanced target customer point of view in all their
marketing decision-making. Personas are fundamentally designed to bring the target
consumer to life.

A good brand persona can guide all marketing activities. Although personas can provide a
very detailed and accessible perspective on the target market, it can come at a cost. The more
heterogeneity in the target market, the more problematic the use of personas can be. To
overcome the potential problem of overgeneralization, some firms are creating multiple
personas to provide a richer tapestry of the target market.

There can also be varying levels of personas, such as primary (target consumer), secondary
(target consumer with differing needs, targets, goals), and negative (false stereotypes of
users).

THE SCIENCE OF BRANDING 8-2

MAXIMIZING INTERNAL BRANDING

Internal branding creates a positive and more productive work environment. It can also be a
platform for change and help foster an organization’s identity. According to branding expert
Scott Davis, for employees to become passionate brand advocates, they must understand
what a brand is, how it is built, what their organization’s brand stands for, and what their
role is in delivering on the brand promise. Formally, he sees the process of helping an
organization’s employees assimilate the brand as three stages:
• Hear It: How do we best get it into their hands?
• Believe It: How do we best get it into their heads?
• Live It: How do we best get it into their hearts?

Davis also argues that six key principles should guide the brand assimilation process within
an organization:
• Make the brand relevant—Each employee must understand and embrace the brand
meaning.
• Make the brand accessible—Employees must know where they can get brand
knowledge and answers to their brand-related questions.
 • Reinforce the brand continuously—Management must reinforce the brand meaning
with employees beyond the initial rollout of an internal branding program.
• Make brand education an ongoing program—Provide new employees with inspiring
and informative training.
• Reward on-brand behaviors—An incentive system to reward employees for
exceptional support of the brand strategy should coincide with the roll-out of an
internal branding program.
• Align hiring practices—HR and marketing must work together to develop criteria
and screening procedures to ensure that new hires are good fits for the company’s
brand culture.

Davis also emphasizes the role of senior management in driving internal branding, noting
that the CEO ultimately sets the tone and compliance with a brand-based culture and
determines whether proper resources and procedures are put into place.

Branding Briefs

BRANDING BRIEF 8-1

SAMPLE BRAND TRACKING SURVEY

Introduction: We’re conducting a short online survey to gather consumer opinions about
quick-service or “fast-food” restaurant chains.

Brand Awareness and Usage

a. What brands of quick-service restaurant chains are you aware of?

b. At which brands of quick-service restaurant chains would you consider eating?
c. Have you eaten in a quick-service restaurant chain in the last week? Which ones?
d. If you were to eat in a quick-service restaurant tomorrow for lunch, which one would you
go to?
e. What if you were eating dinner? Where would you go?
f. Finally, what if you were eating breakfast? Where would you go?
g. What are your favorite quick-service restaurant chains? We want to ask you some general
questions about a particular quick-service restaurant chain, McDonald’s.

Have you heard of this restaurant? [Establish familiarity.]

Have you eaten at this restaurant? [Establish trial.]
When I say McDonald’s, what are the first associations that come to your mind? Anything
else? [List all.]

Brand Judgments

We’re interested in your overall opinion of McDonald’s.

a. How favorable is your attitude toward McDonald’s?

b. How well does McDonald’s satisfy your needs?
c. How likely would you be to recommend McDonald’s to others?
d. How good a value is McDonald’s?
e. Is McDonald’s worth a premium price?
f. What do you like best about McDonald’s? Least?
g. What is most unique about McDonald’s?
h. To what extent does McDonald’s offer advantages that other similar types of quick-
service restaurants cannot?
i. To what extent is McDonald’s superior to other brands in the quick-service restaurant
category?
j. Compared to other brands in the quick-service restaurant category, how well does
McDonald’s satisfy your basic needs?

We now want to ask you some questions about McDonald’s as a company. Please indicate
your agreement with the following statements.

McDonald’s is . . .

a. Innovative
b. Knowledgeable
c. Trustworthy
d. Likable
e. Concerned about their customers
f. Concerned about society as a whole
g. Likable
h. Admirable

Brand Performance

We now would like to ask some specific questions about McDonald’s. Please indicate your
agreement with the following statements.

McDonald’s . . .

a. Is convenient to eat at
b. Provides quick, efficient service
c. Has clean facilities
d. Is ideal for the whole family
e. Has delicious food
f. Has healthy food
g. Has a varied menu
h. Has friendly, courteous staff
i. Offers fun promotions
j. Has a stylish and attractive look and design
k. Has high-quality food

Brand Imagery

a. To what extent do people you admire and respect eat at McDonald’s?

b. How much do you like people who eat at McDonald’s?
c. How well do each of the following words describe McDonald’s?
Down-to-earth, honest, daring, up-to-date, reliable, successful, upper class, charming,
outdoorsy
d. Is McDonald’s a restaurant that you can use in a lot of different meal situations?
e. To what extent does thinking of McDonald’s bring back pleasant memories?
f. To what extent do you feel that you grew up with McDonald’s?

Brand Feelings

Does McDonald’s give you a feeling of . . .

a. Warmth?
b. Fun?
c. Excitement?
d. Sense of security or confidence?
e. Social approval?
f. Self-respect?

Brand Resonance

a. I consider myself loyal to McDonald’s.

b. I buy McDonald’s whenever I can.
c. I would go out of my way to eat at McDonald’s.
d. I really love McDonald’s.
e. I would really miss McDonald’s if it went away.
f. McDonald’s is special to me.
g. McDonald’s is more than a product to me.
h. I really identify with people who eat at McDonald’s.
i. I feel a deep connection with others who eat at McDonald’s.
j. I really like to talk about McDonald’s to others.
k. I am always interested in learning more about McDonald’s.
l. I would be interested in merchandise with the McDonald’s name on it.
m. I am proud to have others know I eat at McDonald’s.
n. I like to visit the McDonald’s Web site.
o. Compared to other people, I follow news about McDonald’s closely.

BRANDING BRIEF 8-2

UNDERSTANDING AND MANAGING THE MAYO CLINIC BRAND

Mayo Clinic grew to be a worldwide leader in patient care, research, and education and
became renowned for its world-class specialty care and medical research. In 1996, Mayo
undertook its first brand equity study and since then has conducted regular, national
qualitative and quantitative studies. Mayo’s research identifies seven key brand attributes or
values, including (1) integration, (2) integrity, (3) longevity, (4) exclusivity, (5) leadership, (6)
wisdom, and (7) dedication.
In terms of integration, respondents described Mayo as bringing together a wealth of
resources to provide the best possible care. For integrity, respondents placed great value on
the fact that Mayo is noncommercial and committed to health and healing over profit.

In a more recent quantitative study, overall awareness of Mayo Clinic in the United States
was 90.2 percent, and a remarkable one-third knew at least one Mayo patient. From its
research, Mayo Clinic understands that its brand “is precious and powerful.” Mayo realized
that while it had an overwhelmingly positive image, it was vital to develop guidelines to
protect the brand. In 1999, the clinic created a brand management infrastructure to be the
“institutional clearinghouse for ongoing knowledge about external perceptions of Mayo
Clinic and its related activities.” Mayo Clinic also established guidelines for applying the
brand to products and services. Its brand management measures work to ensure that the
clinic preserves its brand equity.

BRANDING BRIEF 8-3

HOW GOOD IS YOUR MARKETING? RATING A FIRM’S MARKETING
ASSESSMENT SYSTEM

To help companies evaluate if their marketing assessment system is good enough, Tim
Ambler suggests that they ask the following 10 questions—the higher the score, the better
the assessment system.

1. Does the senior executive team regularly and formally assess marketing performance?

a. Yearly—10
b. Six-monthly—10
c. Quarterly—5
d. More often—0
e. Rarely—0
f. Never—0

2. What does the senior executive team understand by “customer value”?

a. Don’t know. We are not clear about this—0

b. Value of the customer to the business (as in “customer lifetime value”)—5
c. Value of what the company provides from the customers’ point of view—10
d. Sometimes one, sometimes the other—10

3. How much time does the senior executive team give to marketing issues?

a. >30%—10
b. 20–30%—6
c. 10–20%—4;
d. <10%—0

4. Does the business/marketing plan show the nonfinancial corporate goals and link them to
market goals?
a. No/no plan—0
b. Corporate no, market yes—5
c. Yes to both—10

5. Does the plan show the comparison of your marketing performance with competitors or
the market as a whole?

a. No/no plan—0
b. Yes, clearly—10
c. In between—5

6. What is your main marketing asset called?

a. Brand equity—10
b. Reputation—10
c. Other term—5
d. We have no term—0

7. Does the senior executive team’s performance review involve a quantified view of the
main marketing asset and how it has changed?

a. Yes to both—10
b. Yes but only financially (brand valuation)—5
c. Not really—0

8. Has the senior executive team quantified what “success” would look like 5 or 10 years
from now?

a. No—0
b. Yes—10
c. Don’t know—0

9. Does your strategy have quantified milestones to indicate progress toward that success?

a. No—0
b. Yes—10
c. What strategy?—0

10. Are the marketing performance indicators seen by the senior executive team aligned with
these milestones?

a. No—0
b. Yes, external (customers and competitors)—7
c. Yes, internal (employees and innovativeness)—5
d. Yes, both—10
Brand Focus

BRAND FOCUS 8.0

ROLEX BRAND AUDIT

Rolex has remained one of the most recognized and sought-after luxury brands in the world.
A thorough audit can help pinpoint opportunities and challenges for Rolex, whose brand
equity has been historically strong, as much is at stake.

Background

History—Rolex was founded in 1905 by a German named Hans Wilsdorf and his brother-
in-law, William Davis, as a watch-making company, Wilsdorf & Davis, with headquarters in
London, England. In 1912, Rolex moved its headquarters to Geneva, Switzerland, and
started working on improving the reliability of its watches. Twelve years later, Wilsdorf
developed and patented the now famous Oyster waterproof case and screw crown. Over the
years, Rolex has pushed innovation in watches to new levels. For decades, Swiss-made
watches owned the middle and high-end markets, remaining virtually unrivaled until the
invention of the quartz watch in 1969. In order to survive, Rolex was forced to move into
the high-end market exclusively—leaving the middle to the quartz people—and create a
strategy to defend and build its position there.

Private Ownership—Rolex is a privately owned company and has been controlled by only
three people in its 100-year history. By staying an independent entity, Rolex has remained
focused on its core business.

Brand Portfolio—Rolex includes three family brands of wristwatches, called “collections”;

the Oyster Perpetual Collection, the Professional Collection, and the Cellini Collection.
Rolex owns a separate “fighter” brand called Tudor, developed in 1946 to stave off
competition from mid-range watches such as TAG Heuer, Citizen, and Rado.

Brand Inventory

Rolex not only produces extremely high-quality timepieces, but also tightly controls how its
watches are sold, ensuring high demand and premium prices. Its sophisticated marketing
strategy has created an exclusive and premium brand that many aspire to own.

Brand Elements—Rolex’s most distinguishable brand element is its Crown logo. Many Rolex
watches also have a distinct look, including a big round face and wide wrist band.

Product—Throughout the years, Rolex timepieces have maintained the high quality,
durability, and prestige on which the company built its name. The company does not license
its brand or produce any other product besides watches. Its product portfolio is clear,
concise, and focused.

Pricing—By limiting production to approximately 2,000 watches a day, Rolex keeps

consumer demand high and prices at a premium. Scarcity also helps positively influence the
resale value of Rolex watches.
Distribution—Rolex carefully monitors how its timepieces are sold, distributing them only
through its approximately 60,000 “Official Rolex Dealers” worldwide. In addition, a large
secondary market exists for Rolex, both through online auction sites and at live auctions.

Communications—Rolex associates itself with “ambassadors”—established artists, top

athletes, rugged adventurers, and daring explorers—to help create its imagery. Rolex also
sponsors various sports and cultural events as well as philanthropy programs to help align
with targeted demographics as well as create positive associations in consumers’ minds.

Advertising—One of the company’s largest expenditures is for magazine advertising. Rolex’s

print ads are often simple and austere, usually featuring one of its many brand ambassadors
or a close-up photo of one of its watches with the tagline “Rolex. A Crown for Every
Achievement.” Rolex does not advertise extensively on television, but does sponsor some
events that are televised.

Ambassadors—Rolex’s celebrity endorsers are continuously added and dropped depending

on their performance. These ambassadors fall into four categories: athletes, artists, explorers,
and yachtsmen.

Sports and Culture—Rolex sponsors a variety of elite athletic and cultural events to reinforce
the same messages, values, and associations as it does through its ambassador endorsements.
These include a quest for excellence, pursuit of perfection, teamwork, and ruggedness.

Philanthropy—Rolex gives back through three established philanthropic programs, viz. the
Awards for Enterprise program, the Young Laureates Programme, and the Rolex Mentor
and Protégé Arts Initiative.

Brand Exploratory

Consumer Knowledge—Rolex has successfully leveraged its history and tradition of

excellence along with innovation to become the most powerful and recognized watchmaker
in the world. Some positive consumer brand associations for Rolex might be
“sophisticated,” “prestigious,” “exclusive,” “powerful,” “elegant,” “high quality.” Some
negative brand associations that some consumers may link to the brand, however, could
include “flashy” or “snobby.” While the brand and product line seem to resonate well with
older, wealthy individuals, Rolex struggles somewhat to connect with younger consumers.

Brand Resonance Pyramid—The functional and emotional benefits Rolex strives to deliver
are in harmony with consumers’ imagery and feelings about the brand. Rolex also enjoys the
highest brand awareness of any luxury brand as well as high repeat purchase rates and high
customer loyalty. Rolex has successfully focused on both the superior product attributes and
the imagery associated with owning and wearing a Rolex.
Competitive Analysis—Through its pricing and distribution strategies, Rolex has positioned
itself as a high-end luxury watch brand. On the lower end of the spectrum it competes with
companies such as TAG Heuer and OMEGA, and on the higher end with brands such as
Patek Philippe, maker of the world’s most expensive wristwatch.
TAG Heuer—A leader in the luxury watch industry, the Swiss firm TAG Heuer
distinguishes itself by focusing on extreme chronograph precision in its watches, and on
sports and auto-racing sponsorship in its advertising. TAG ’s image and positioning is
inextricably connected to chronograph precision. TAG Heuer uses officially licensed
retailers to sell its watches both in stores and online. The watchmaker generates brand
awareness through brand ambassadors and sponsoring sporting events and advertises
extensively in magazines.

OMEGA—OMEGA has long prided itself on the precision of its watches and timing
devices. OMEGA was the time equipment selected for the 1936 Winter Olympics, which
saw the first use of synchronized chronographs. OMEGA employs ambassadors to generate
brand awareness, including athletes Michael Phelps, Alexander Popov, Ernie Els, and race
car driver Michael Schumacher as well as Hollywood stars Nicole Kidman and Cindy
Crawford. OMEGA watches are offered in both women’s and men’s styles in four different
collections: Constellation, Seamaster, Speedmaster, and De Ville. Prices vary greatly even
within individual collections.

Patek Philippe— The innovator of many technologies found in today’s high-end watch,
Patek Philippe represents the absolute pinnacle of luxury timepieces. In particular, the firm
prides itself on creating many of the world’s most complicated watches through innovations
with split-second chronograph and perpetual date technology. Patek Philippe does not rely
on event sponsorship or brand ambassadors to generate name recognition. Patek Philippe
evaluates every authorized dealer’s storefront to ensure that it meets the watchmaker’s
quality standards. It also separates itself from other watchmakers on price, with its least
expensive noncustomized watch retailing.

Strategic Recommendations

Positioning
Points-of-Parity—Rolex is similar to other watchmakers in the high-end luxury watch
market on several levels. All pride themselves on their attention to detail and ongoing
innovation in the watch industry.

Points-of-Difference—Rolex separates itself from the competition in several ways. Through

careful selection of event sponsorships and brand ambassadors, Rolex has cut through the
clutter, resonated with consumers around the world, and maintained an air of prestige.

Brand Mantra—Rolex has been extremely successful in building a global name through
clever marketing and communications, without compromising the integrity of the brand.

Tactical Recommendations

The Rolex brand audit proved that Rolex is a very strong brand with significant brand
equity. It also identified a few opportunities and challenges:

Leverage the Company’s Independent, Continuous Heritage and Focus

 • Rolex is the largest and most successful watch company in the world. As a result,
many consumers don’t realize it is privately owned and competes against major
conglomerates. While being privately owned is a good thing for many reasons, it also
brings up several challenges.
• Rolex may want to leverage and promote the fact that in some ways it has to work
harder to succeed.

Leverage the Company’s Elite Craftsmanship and Innovation

• Research from the Luxury Institute group suggested that consumers do not consider
Rolex the top brand in quality and exclusivity.

Connect with the Female Consumer

• Women are more and more interested in purchasing unisex mechanical watches
rather than feminine-styled watches. This is a great opportunity for Rolex, whose
watches are primarily masculine in design.
• Rolex may want to tweak its female ambassador list to coincide with a more unisex
product line.

Attack the Online Counterfeit Industry

• To maintain its limited distribution, Rolex does not authorize any of its watches to
be sold on the Internet. In order to combat the online sale of counterfeits, however,
Rolex might consider building an exclusive online store, or an exclusive distribution
site to which all official e-retailers must link. In fact, Rolex dedicates extensive
resources to fight the illegal use of the brand, including sponsoring the International
Anti-Counterfeiting Coalition and suing companies that allow the sale of counterfeit
Rolexes.

Use Marketing to Reach Younger Consumers

• Research has shown that younger consumers do not value watches the same way
older generations did.

Communicate Long-Term Value

• Rolex competes for a share of the luxury buyer’s wallet with a host of other types of
goods, such as clothes, shoes, and handbags. Many are less durable over time than a
Rolex watch and are susceptible to falling out of fashion.
• Swiss luxury watch competitor Patek Philippe used print advertising to communicate
the heirloom quality of its watches. Rolex could pursue a similar approach.

Discussion questions

1. What do you see as the biggest challenges in conducting a brand audit? What steps would you take to
overcome them?

Answers will vary. A brand audit is a comprehensive examination of a brand to discover

its sources of brand equity. It is a more externally, consumer-focused exercise to assess
 the health of the brand, uncover its sources of brand equity, and suggest ways to
improve and leverage its equity. A brand audit requires understanding the sources of
brand equity from the perspective of both the firm and the consumer. Students may be
divided into groups to discuss ways of overcoming challenges faced while conducting a
brand audit.

Page: 267
Learning Objective: Outline the two steps in conducting a brand audit.
AACSB: Analytic Skills

2. Pick a brand. See if you can assemble a brand inventory for it.

Answers will vary depending on current brand performance. The purpose of the brand
inventory is to provide a current, comprehensive profile of how all the products and
services sold by a company are marketed and branded.

Page: 268
Learning Objective: Outline the two steps in conducting a brand audit.
AACSB: Analytic Skills

3. Consider the McDonald’s tracking survey presented in Branding Brief 8-1. What might you do
differently? What questions would you change or drop? What questions might you add? How might this
tracking survey differ from those used for other products?

Answers will vary. Students may be divided into groups of 3-4 to weigh and assess the
tracking survey provided in the branding brief. They may then be asked to opine on the
survey and differentiate it from a survey for another product such as Wal-Mart.

Page: 275
Learning Objective: Describe how to design, conduct, and interpret a tracking study.
AACSB: Analytic Skills

4. Can you develop a tracking survey for the Mayo Clinic? How might it differ from the McDonald’s
tracking survey?

A tracking study for the Mayo Clinic would probably need to be designed for two
different groups of consumers, those who had received care at the Mayo Clinic and
those who had not. Those who had received care at the Mayo Clinic would be much
more informed about the type and quality of care available, and would be able to give
more detailed responses to more specific questions. The sample set that had not received
care from the Mayo Clinic would be equally valuable, because it would provide insight
into public perception of the brand. The questions on the Mayo Clinic tracking survey
would differ dramatically from the McDonald’s survey, but would still cover the six
elements of the customer-based brand equity pyramid.

Page: 274
Learning Objective: Describe how to design, conduct, and interpret a tracking study.
AACSB: Analytic Skills
5. Critique the Rolex brand audit in Brand Focus 8.0. How do you think it could be improved?

Answers will vary. A brand audit is a comprehensive examination of a brand to discover

its sources of brand equity. Students may be asked to assess whether the Rolex brand
audit was consumer-focused. They may be asked to discuss whether the sources of brand
equity from the perspective of both the firm and the consumer was clearly understood
and taken into consideration. Students may be asked to suggest ways to improve the
audit and leverage the brand equity.

Page: 289
Learning Objective: Outline the two steps in conducting a brand audit.
AACSB: Analytic Skills

Exercises and assignments

1. Have students discuss how they would go about conducting a brand audit for a brand of
their choice. This activity will help them understand better the concepts of brand
inventory and brand exploratory.

Page: 267
Learning Objective: Outline the two steps in conducting a brand audit.
AACSB: Analytic Skills
Question type: Individual/Group
Time to complete the exercise: 15 minutes
This activity may be carried out after the class is introduced to the concept of brand
audits.

2. Have groups of students design a brand tracking survey for the same brand. The groups
may then assess the similarities and differences between the surveys.

Page: 274
Learning Objective: Describe how to design, conduct, and interpret a tracking study.
AACSB: Analytic Skills
Question type: Group
Time to complete the exercise: 12-15 minutes
This activity may be carried out after the class is introduced to the concept of brand
tracking studies.

3. Have students choose a well-known brand and develop a Brand Equity Charter. Students
may then identify current branding issues facing the chosen company and use the Brand
Equity Charter to develop responses to these issues.

Page: 281
Learning Objective: Identify the steps in implementing a brand equity management
system.
AACSB: Analytic Skills
 Question type: Individual/Group
Time to complete the exercise: 10-12 minutes
This activity may be carried out after the class is introduced to the concept of brand
charter.

4. Have several different groups of students create a Brand Equity Report for the same
brand. Have them evaluate the differences and similarities in the reports’ designs and
their findings.

Page: 282
Learning Objective: Identify the steps in implementing a brand equity management
system.
AACSB: Analytic Skills
Question type: Group
Time to complete the exercise: 10-12 minutes
This activity may be carried out after the class is introduced to the concept of Brand
Equity Report.

Key take-away points

1. Understanding what consumers believe, think, know and infer about a brand is critical to
building and managing brand equity.
2. The purpose of a brand equity measurement system is to provide timely, accurate and
actionable information that marketers can use in their tactical and strategic decision-
making.
3. To learn how consumers think, feel, and act toward brands and products so the
company can make informed strategic positioning decisions, marketers should first
conduct a brand audit.
4. The purpose of the brand inventory is to provide a current, comprehensive profile of
how all the products and services sold by a company are marketed and branded.
5. The brand exploratory is research directed to understanding what consumers think and
feel about the brand and act toward it in order to better understand sources of brand
equity as well as any possible barriers.
6. Brand tracking studies collect information from consumers on a routine basis over time,
usually through quantitative measures of brand performance on a number of key
dimensions that marketers can identify in the brand audit or other means.
7. Brand equity management systems involve the creation of a Brand Equity Charter and
Brand Equity Report, plus the development of senior management to oversee the
implementation of these tools.
Another random document with
no related content on Scribd:
The work includes not only an outline and study of the world war
together with the official peace negotiations, but also a survey of all
the wars that preceded with particular emphasis upon those since
1870.”—School R

“This volume is pertinent and timely. It is one of the most

convenient reference books on a subject of universal interest that has
so far been published, and is well-nigh indispensable for writers and
speakers.”

+ Boston Transcript p6 Mr 31 ’20 160w

“The work is so clearly and logically written that it is particularly

valuable for use in current history classes.”

+ School R 28:237 Mr ’20 200w

SWINNERTON, FRANK ARTHUR.

September, *$1.90 (2c) Doran

19–18833

Mr Swinnerton’s new novel is a story of the coming and passing of

love in the late summer of a woman’s life. As in his memorable
“Nocturne,” the characters are four: Marian Forster; her husband,
Howard; Cherry Mant; and Nigel Sinclair. In the beginning, Howard,
who is eleven years older than his wife, and far past his youth, is
carrying on a love affair with Cherry, a girl of twenty and daughter of
one of Marian’s friends. Marian is shocked, not at Howard’s
faithlessness, which is an old story to her, but at Cherry’s bright
callousness, for irresistibly she feels herself drawn to the girl. Then
comes Nigel, young, charming and adoring, to offer her his boyish
adulation and surprise her into love. But youth responds to youth
and Nigel is won over by Cherry. The interplay of emotions is
delicately complex, involving on Marian’s side love for Nigel,
sympathy for Howard, and genuine friendship for Cherry.

“Mr Swinnerton’s analysis of the women’s characters is singularly

penetrating. He makes the conflict and its solution arise inevitably
out of the two opposed natures; the plot and the characterization are
not two distinct things, but the same.”

+ Ath p962 S 26 ’19 140w

Ath p1002 O 10 ’19 1150w
+ Booklist 16:173 F ’20

Reviewed by H. W. Boynton

+ Bookm 51:81 Mr ’20 750w

+ Boston Transcript p6 Mr 3 ’20 600w

“Granted his acceptance of the established romantic values of

fiction, he has concocted a good story, serious and sensitive along its
own lines.” F. H.

+ − New Repub 22:63 Mr 10 ’20 1650w

“‘Nocturne’ established Frank Swinnerton as one of the highly

promising novelists in the young English group that is building an
age of novels in England commensurate with the two great periods of
the past. ‘September,’ to our mind, is an even greater and more
penetrating study of the human mind and heart.” Clement Wood

+ N Y Call p10 Mr 21 ’20 420w

“The novel lacks something of the intensity, vividness and variety

of ‘Nocturne’ which still remains Mr Swinnerton’s best book, but it is
a very great improvement on the rather disappointing ‘Shops and
houses.’”

+ N Y Times 25:53 F 1 ’20 1000w

“The beautiful artistic quality of the author’s wonderful ‘Nocturne’

appears again in this new book, one of the most notable productions
of the season.”

+ N Y Times 25:190 Ap 18 ’20 150w

Reviewed by F: T. Cooper

+ Pub W 97:174 Ja 17 ’20 500w

“Mr Swinnerton’s sensitivism, if the term may properly be applied

to him, is on the side of the angels. Unlike many of his
contemporaries, he does not throw decency overboard because
hypocrites exist, or exalt impulse over principle.” H. W. Boynton

+ Review 2:85 Ja 24 ’20 450w

 “The book is one that almost any English novelist might have been
proud to write.”

+ Sat R 129:70 Ja 17 ’20 80w

+ − Spec 123:773 D 6 ’19 440w

“The relationship between the two women is the theme of the

book; and as Mr Swinnerton has been at pains to endow each with
character, and to make out from his own insight how such a relation
might shape itself, the development is original enough to have an
unusual air of truth.”

+ − The Times [London] Lit Sup p513 S 25

’19 850w

SWINNERTON, HELEN (DIRCKS) (MRS

FRANK SWINNERTON). Passenger. *$1.50
Doran 821

(Eng ed 20–16192)

In introducing this book of poems Frank Swinnerton refers to

originality and candour as their outstanding qualities. Of the author
he says, “Whatever technical faults her verses may have they remain
altogether unspoilt by literary sophistication.” Some of the titles are:
Underground; Withholding; Then and now; Alone; Piccadilly, 1917;
America, 1917; London in war; The betrayal; Adjustment; Garden
song; Trying to sleep; The traveller; In the dark.
 + Booklist 17:105 D ’20
Boston Transcript p6 N 3 ’20 300w

“Many of these pieces are happy little efforts in lyrical poems of

love or regret, and the whiffs of verse in vers libre are felicitous.”

+ The Times [London] Lit Sup Je 3 ’20

110w

SWISHER, WALTER SAMUEL. Religion and

the new psychology. *$2 Jones, Marshall 201

20–12542

“A psycho-analytic study of religion,” with chapters devoted to:

The nature of the religious problem; The nature of the unconscious
and its influence on the religious life; The motivation of human life;
Determinism and free-will; Mysticism and neurotic states; The
problem of evil; Pathological religious types; The occult in modern
religious systems; Conversion and attendant phenomena; The
changing basis and objective of religion; Methods of mental and
religious healing; The religious problem in education. Two
appendices are devoted to: Dreams and dream mechanisms and
Birth dreams. There is a brief bibliography and an index. The author
goes rather fully into the principles of psycho-analysis and the book
may serve as an introduction to those who have not read widely on
the subject.
 “The most useful part of the book deals with religious education
and illustrates the baneful effects of early religious fears. The author
is dogmatic in his statements regarding the religious and non-ethical
life of primitive people. Most of the readers, familiar with
psychoanalytic literature, will turn from the book with the conviction
that a satisfactory discussion of religion and the new psychology is
hardly to be expected from within the ministerial profession. The
book would serve a useful purpose were it not unlikely to be read by
those who need it most.” E. R. Groves

+ − Am J Soc 26:376 N ’20 240w

+ Booklist 17:8 O ’20

“Rarely, perhaps never, has a writer failed so signally to

accomplish his aim. The book is a heterogeneous mass of poorly
digested, badly assimilated psychology, and worse religion, while
from the pedagogical point of view that which he says has been said
many times.” Joseph Collins

− Bookm 52:172 O ’20 620w

Int J Ethics 31:116 O ’20 80w

“That much is here done to illustrate the indubitable connection

between the religious motives of mankind and other motives and
faculties, is true; it is also true that the book by swallowing the
Freudian system of sex symbols too uncritically makes itself a
candidate for laughter in that day, sure to come, when the excesses of
Freud will recall the excesses of Max Müller.”

+ − Nation 111:695 D 15 ’20 120w

 Reviewed by G. E. Partridge

N Y Times p28 D 26 ’20 570w

“Like many other books on psycho-analysis, this one proves that

until expounders of this theory develop greater balance or a keener
sense of humor in considering the phenomena of sex, there is small
likelihood of their labors resulting in a substantial addition to our
scientific understanding of ourselves.”

− Springf’d Republican p6 Ag 30 ’20 190w

The Times [London] Lit Sup p863 D 16
’20 100w
 T

TAFT, HENRY WATERS. Occasional papers

and addresses of an American lawyer. *$2.50 (2½c)
Macmillan 304

20–10712

Of these addresses the author says, in his long introduction, that

“the march of events has been so rapid that little more than a historic
interest now attaches to the subjects they deal with,” but he hopes
they may stimulate the younger members of the legal profession to
greater effort in promoting the effective administration of justice and
in the duties of citizenship. The contents, in part, are: Address to the
Harvard law school students delivered in 1908; Some responsibilities
of the American lawyer; The bar in the war; Report of the war
committee; Aspects of bolshevism and Americanism; The League of
nations; Sovereignty, constitutionality and the Monroe doctrine;
What is to be done with our railroads? Some of the papers appeared
in the New York Times.

“Mr Taft brings to his consideration of these subjects sound

information and a forceful dignity of judgment.”

+ Ind 105:171 F 12 ’21 40w

“A fresh, clear viewpoint, together with that true liberalism which

is the fruit of independent thought, makes these essays enjoyable.
One of the most interesting of all is the introduction, in which there
are some critical and friendly estimates of Theodore Roosevelt and of
some of the things proposed by him—these latter more critical and
not quite so friendly, though never ungenerous or unfair.”

+ N Y Times p19 S 12 ’20 2100w

“They are uniformly clear, good tempered, and conservatively

progressive.”

+ Review 3:194 S 1 ’20 80w

TAFT, WILLIAM HOWARD. Taft papers on

League of nations. *$4.50 Macmillan 341.1

20–19170

The papers are edited by Theodore Marburg and Horace E. Flack

and the former, in a long introduction, sets forth the reasons why
they are an evidence of the ex-president’s grasp of the guiding legal
principles of our government and of the attitude of mind which the
best thought and feeling of the country heartily accept as true
Americanism. Among the papers are: League to enforce peace; The
Paris covenant for a league of nations; Constitutionality of the
proposals; The purposes of the League; Self determination;
Workingmen and the League; Why a league of nations is necessary;
Disarmament of nations and freedom of the seas; President Wilson
and the League of nations; Senator Lodge on the League of nations;
Representation in the League; Ireland and the League; Answer to
Senator Knox’s indictment; Guaranties of article X. The book is
indexed.
 “Although this important collection of documents appears
subsequent to the conclusion of the ‘solemn referendum,’ and the fall
of Wilsonism in our country, it will doubtless prove of great value
when the new régime shall come in and the whole question of the
League of nations shall be definitely disposed of.” E. J. C.

+ Boston Transcript p6 N 17 ’20 780w

“This volume embodies much of the soundest thinking on the

subject of the League of nations that has thus far found expression in
America.”

+ R of Rs 63:224 F ’21 120w

TAGGART, MARION AMES. Pilgrim maid. il

*$1.60 (2c) Doubleday

20–5775

For the heroine of her story for girls the author has chosen
Constance Hopkins, a real maid of Plymouth who came in the
Mayflower in 1620 with her father, her stepmother and younger
brothers and sister. Other real people have a place in the story too,
among them John Alden and Priscilla. The preface says, “The aim
has been to present Plymouth colony as it was in its first three years
of existence; to keep to possibilities, even while inventing incidents.
Actual events have been transferred from a later to an earlier year....
But there is fidelity to the general trend of events, above all to the
spirit of Plymouth in its beginnings.”
 “Interesting, though accentuating the severity of Puritan life. For
older girls.”

+ Booklist 16:354 Jl ’20

“‘A Pilgrim maid’ is that rare thing, a really good story for girls. It
is a story first and history second.” W. A. Dyer

+ Bookm 52:126 O ’20 60w

TALBOT, FREDERICK ARTHUR AMBROSE.

[2]
Millions from waste. il *$5 Lippincott 604

20–2995

“The present volume deals with the reclamation of waste of all

kinds, from scrap-iron to fish-offal. Although it is written from the
British standpoint, the solutions that are given of the various
problems are as applicable to American conditions. In general, each
chapter considers some particular kind of waste product, discussing
both the extent of such waste and the processes that have been
developed for utilizing these products. Wastes from the kitchen, the
slaughter-house, the fishing industry, the ash-can, the sewer, the
metal industry, and many other branches are discussed.”—Mining
and Scientific Press

“This timely book combines to a marked degree solidity of

substance with an entertaining style.” C: W. Mixter

+ Am Econ R 10:824 D ’20 950w

 Ath p1241 N 21 ’19 180w
Brooklyn 12:129 My ’20 30w

“The treatment is popular enough to be interesting, but not so

popular as to fail of being informative.”

+ Mining and Scientific Press 120:177 Ja

31 ’20 150w
+ N Y P L New Tech Bks p6 Ja ’20 110w

“A capital book for the general reader.”

+ The Times [London] Lit Sup p613 O 30

’19 120w

TALBOT, WINTHROP, comp, and ed.

Americanization. 2d ed rev. and enl. by Julia E.
Johnsen. (Handbook ser.) *$1.80 Wilson. H. W.
325.7

20–8819

In this second edition the bibliography is brought down to date

and fifty-three pages of new matter are added. In these additional
reprints “special endeavor has been made to emphasize the more
concrete aspect of Americanisation.” (Explanatory note)
 “Eminently suited to its purpose.”

+ Ann Am Acad 90:172 Jl ’20 40w

Booklist 16:358 Jl ’20

“The purely political aspects of the subject—especially the effect of

deportation proceedings—are not yet included. Perhaps the editors
have been wise in limiting their attention to the purely constructive
efforts. The book in its present form should prove very useful to
Americanization workers.”

+ Survey 44:385 Je 12 ’20 100w

Wis Lib Bul 16:233 D ’20 30w

TANSLEY, ARTHUR GEORGE. New

psychology and its relation to life. *$4 Dodd 150

(Eng ed SG20–137)

While the old psychology has over-emphasized the purely rational

faculties of the mind, the new psychology recognizes the importance
of its unconscious processes. The object of the book is to set forth the
fundamental importance of the instinctive sources of human actions,
and the part played by psychotherapy in throwing light upon normal
mental processes. Part 1 describes the scope of the new psychology
and the problem of the relationship of mind and body. The other
divisions or the contents are: The structure of the mind; The energy
of the mind; By-ways of the libido; Reasons and rationalization; The
contents of the mind. There is an index.
 “Mr Tansley has written a really excellent exposition and summary
of the chief speculations in modern psychology.”

+ Ath p377 S 17 ’20 220w

“The author reveals throughout his work the poise of the man who
has mastered his subject. The book will be welcomed by those who
wish to know the latest developments in psychology.” F. W. C.

+ Boston Transcript p9 O 2 ’20 810w

“His survey of the Freudian theories is both readable and clear. His
graphic method of presenting the interaction between consciousness
and the unconscious in convenient spatial diagrams is very helpful as
long as the reader guards himself against taking them too literally.”
A. B. Kuttner

+ − Freeman 2:308 D 8 ’20 730w

“Mr Tansley’s book is most satisfactory when he is dealing with

such matters as the interpretation of dreams, the ‘rationalisations’ by
which men try to justify conduct which is really prompted by non-
rational motives, and the great psychic complexes which correspond
to the main instincts of man. The book is less satisfactory in the
general theoretical chapters with which it opens.” H. S.

+ Nature 105:770 Ag 19 ’20 780w

“Mr Tansley’s book seems to me the best general survey of

psychology now available. It is the best, partly because it is the latest,
but chiefly because Mr Tansley enjoys a fine gift of exposition. He
himself has an orderly and a lucid mind, and an unfailing respect for
the reader.” W. L.

+ |New Repub 25:112 D 22 ’20 1000w

“Particularly interesting is his discussion of the ‘universal

complexes’ of the ego, herd, and sex which result from the play of
experience upon the primary instincts. The book is on the whole free
from those pathological exaggerations which characterize so many of
the productions of so-called psychoanalysts.” Bernard Glueck

+ Survey 45:546 Ja 8 ’21 250w

“Mr Tansley is not, however, a blind follower of these authorities;

he has preserved his independence of view, and produced an original
and stimulating discussion.”

+ The Times [London] Lit Sup p386 Je 17

’20 100w

TAPPAN, EVA MARCH. Hero stories of France.

il *$1.75 (3c) Houghton 944

20–7446

These stories, written for children, begin with the first encounters
of the Gauls with the Romans under Caesar, and the gallant patriot
hero Vercingetorix’ desperate efforts to save his country from the
powerful conqueror. From the entire history of France, down to our
own time and Marshal Foch, heroic personalities are selected and
among them are: Vercingetorix; Clovis; Charlemagne; The six heroes
of Calais; Jeanne d’Arc; Coligny; Henry of Navarre; Richelieu;
Lafayette; Napoleon the Great, and “Napoleon the Little”; and
Marshal Foch. The book is illustrated.

+ Booklist 16:354 Jl ’20

TARBELL, IDA MINERVA. In Lincoln’s chair.

*$1 (11c) Macmillan

20–5208

In fiction form, this is a condensed story of the life of Lincoln as

told, by way of reminiscence, by Billy Brown, in his drugstore on the
public square of Springfield, Illinois, and while his listener was
seated opposite him in “Lincoln’s chair.” It brings out the salient
features of Lincoln’s life before he went to Washington, his views on
God, and their influence on his intellectual development, his early
experiences as a lawyer, and his political progress.

Booklist 16:314 Je ’20

Cleveland p71 Ag ’20 50w

“Must a saint or hero be all sugar, without spice or salt? Miss Ida
M. Tarbell seems to think so still more in her imaginary conversation
‘In Lincoln’s chair’ than she did a dozen years ago in ‘He knew
Lincoln.’ The moment she leaves the cold path of history she falls
into the most abandoned myth-making.”

− Nation 110:662 My 15 ’20 160w

TARN, WILLIAM WOODTHORPE. Treasure

of the isle of mist. *$1.90 (5c) Putnam

20–1903

This is a delightfully fantastic story of a student and his little

daughter Fiona who lived on the Isle of mist on the shores of a gray
sea-loch. The old hawker who came to them with a pack of buttons to
sell and who gave Fiona an old copper bangle bracelet, and the
“search” turned out in the end to have been the king of fairies. The
bracelet gave Fiona the power to talk with animals—to hold long
philosophic conversations with a centipede—and to see and talk with
the spirit of the mountain. But it was not only on account of the
bracelet that she could do this but—because she was a child and
could still see. When the treasure cave was closed up to her by a great
fall of rock she knew that now she was too old for the search. The
chapters are headed: The gift of the search; The beginning of trouble;
The haunted cave; The urchin vanishes; The oread; The king of the
woodcock; Fiona in the fairy-world; Fiona finds her treasure.

“Delicately imaginative and beautifully written.”

+ Booklist 17:119 D ’20

“An exquisite fantasy of youth and autumn.” A. C. Moore

 + Bookm 52:259 N ’20 670w

“W. W. Tarn has written a book so beautiful, so whimsical, so

exquisite alike in its humor, its loveliness and its sheer charm that it
will be a dull reader indeed to whom it does not bring an abiding joy.
This is a rare and beautiful book, a real discovery.”

+ N Y Times p28 Ag 15 ’20 850w

“The fact is that Mr Tarn, apart from his lovely scenery, has
adorned his tale with a remarkably bushy moral, excellent for Fionas
and Urchins as such, but un-fairyish.”

+ − The Times [London] Lit Sup p740 D 11

’19 900w

TASSIN, ALGERNON DE VIVIER. Craft of the

tortoise. *$1.50 Boni & Liveright 812

19–18735

A satirical play in four acts tracing the evolution of the present

status of woman, especially her social supremacy over man, from the
ancient faraway beginnings to the present day. The play is built on
the premise that woman, at first a slave, subjugated to man’s will and
power, had to resort to trickery, exploitation of her sex attractions,
and a clever use of clothing and adornment, in order to get ahead of
her lord and owner; and that she finally made a complete reversal of
social conditions. In his long introduction, brilliant and with a
certain Bernard Shaw piquancy, the author is complimentary to
neither sex. Having in his introduction compared woman with the
tortoise in the fable racing with the gamboling hare, the author has
titled the four acts respectively: The tortoise finds herself; Tortoise
turns the first corner; Tortoise strikes her gait; Tortoise on the home
stretch. The first three are remotely laid in that past so alluring to the
imagination, the last is a satiric picture of modern life.

+ Booklist 16:307 Je ’20

“In the preface, Mr Tassin’s style reminds one of Chesterton in its

sharp shafts of wit and depths of irony. The first and second acts are
excellent in their humor and sardonic style, the third lapses
momentarily, and the fourth merely ‘carries on.’”

+ − Boston Transcript p6 N 10 ’20 280w

“The plays hover between satire and burlesque, and contain much
that is arbitrary, didactic, and as inept as the figurative title; but they
contrive to be both entertaining and provocative.”

+ − Dial 68:538 Ap ’20 80w

“An ingenious and sometimes witty satire.”

+ Ind 104:249 N 13 ’20 70w

“The source of this play in Mr Tassin’s mind was some moment of

extreme irritation over the modern American woman. But to jump to
the conclusion, as many would at once, that he is an anti-feminist,
would be quite erroneous. The play has wit, it has wisdom, it has
keen characterization of the purely intellectual sort, and it has
dramatic energy.” L. L.

+ Nation 110:148 Ja 31 ’20 1100w

“Undoubtedly in many respects this dramatic symposium is

outrageously unfair. It is a bit of special pleading, at once vigorous
and shallow, which it would be absurd to take too seriously. And it is
marred by a spice of somewhat cheap and unattractive cynicism. But
it is a piece of literary and dramatic workmanship of highly superior
quality.” J. R. Towse

+ − N Y Evening Post p7 Mr 6 ’20 800w

“It is quite amusing in parts, although it is written to the length of

prolixity. Mr Tassin’s characterizations are entertaining; he scores
his points with consistency if one accepts his premises, and reveals a
genuine humor that is admirable.”

+ − N Y Times 25:321 Je 20 ’20 460w

“In spite of a satyrical vein which makes many of the scenes

amusing, the entertainment is too heavy for continuous enjoyment.
The known facts of anthropology and history are in places perverted
into grotesque misstatements.” B. L.

− + Survey 43:555 F 7 ’20 110w