In the 13 years since Marty Neumeier wrote The Brand Gap, the gulf between business strategy and customer experience has finally begun to shrink. Many companies have bridged the gap to build powerful brands, radically differentiating their products and doubling down on design.
But even the most successful haven’t read the full memo. The rise of branding, now fueled by social media, has placed the future of companies firmly in the hands of customers. This is the brand flip, a pan-industry judo throw that’s taking down some companies and raising others to the status of superstars.
In this refreshingly clear book, Neumeier shows brand strategy and marketing students how to make the leap to a consumer-driven future using a mixture of advice and tools presented in a lively graphic format. They’ll learn how to make the flip from selling features to selling experience, from cost-based pricing to relationship-based pricing, from value protection to value creation, and from satisfaction to empowerment. And, thanks to Neumeier’s fast-paced whiteboard format, they’ll learn it all in less time than it takes to read through Facebook’s latest privacy update.
The choice today is simple: Flip or be flipped.
1 FLIPPING THE BRAND
Products –> Meaning
Selling –> Enrolling
Company identity –> Customer identity
Transactions –> Relationships
Buyer beware –> Seller beware
Tangible –> Immaterial
Better products –> Better customers
Customer segments –> Customer tribes
Brands –> Movements
2 LEADING THE TRIBE
Authority –> Authenticity
Punishment –> Protection
Captive audience –> Engaged participants
Customer base –> Fan base
Competing –> Differentiating
Features –> Experience
Story telling –> Story making
Cost-based pricing –> Relationship pricing
Static brands –> Liquid brands
3 FLIPPING THE CULTURE
Value protection –> Value creation
Monolithic planning –> Fluid planning
Investor rhythms –> Customer rhythms
Rigid hierarchies –> Flexible roles
Insularity –> Inclusiveness
Conformity –> Troublemaking
Rivalry –> Collaboration
Generic skills –> Branded skills
Analysis –> Action
4 DESIGNING THE WAY FORWARD
Deciding the future –> Designing the future
Grand schemes –> Cheap experiments
Certainty –> Empathy
Linear process –> Swarming
Assumptions –> Testing
Compromise –> Common ground
Over-choice –> Simplicity
Logic –> Magic
Satisfaction –> Empowerment
THE FLIP CHART
ABOUT THE AUTHOR
Marty Neumeier is an author, designer, and business adviser. His previous “whiteboard” books includes The Brand Gap, widely considered the foundation of modern brand-building; ZAG, named one of the “top hundred business books of all time” for its insights into brand strategy; The Designful Company, a guide to building a culture of nonstop innovation; and The 46 Rules of Genius, which lays out a universal map to innovation mastery.
In 1996, Neumeier founded Critique magazine, the first journal about design thinking. He has worked closely with innovative companies such as Apple, Netscape, Sun Microsystems, Adobe, Google, and Twitter to help advance their brands and cultures.
Today he serves as Director of Transformation for Liquid Agency in Silicon Valley, and travels extensively as a workshop leader and speaker on the topics of innovation, brand, and design.
“Marty Neumeier does it again: with his finger firmly on the future of branding, he shreds conventional marketing wisdom. Read this book!”
–NIRAJ DAWAR, author of Tilt, professor at the Ivey Business School
“The Brand Flip will absolutely be the new bible for branding. It goes immediately onto my list of the top books I’ve ever read.”
–JOHN SPENCE, AUTHOR OF AWESOMELY SIMPLE AND “TOP 100 BUSINESS THOUGHT LEADER”
“An exhilarating dive into the big new truth: companies don’t make brands, customers do.”
–ROBERT JONES, STRATEGIST AT WOLFF OLINS AND PROFESSOR AT UNIVERSITY OF EAST ANGLIA
“Timeless marketing wisdom applied to a tricky future.”
–ROGER MARTIN, MANAGEMENT THINKER, AUTHOR OF THE DESIGN OF BUSINESS
“Marty Neumeier is a master storyteller, making this powerful book as enjoyable to read as it is illuminating. The psychology of consumers has fundamentally changed over the last decade. Marty takes the 'daunting' out of the daunting task of adapting to this change.”
–KIT YARROW, PH.D, CONSUMER PSYCHOLOGIST AND AUTHOR OF DECODING THE CONSUMER MIND
Insight! Marty Neumeier brings incisive clarity to that disorienting encounter between real people, societal change, and business strategy. Just flip!
–RIC GREFÉ, EXECUTIVE DIRECTOR OF AIGA, THE PROFESSIONAL ASSOCIATION FOR DESIGN
“Marty Neumeier brilliantly groks how changes in the ‘human capital’ of customers can transform the brand equity of products and services. THE BRAND FLIP is the investment manual for marketers who want to make that human capital even more valuable.”
–MICHAEL SCHRAGE, AUTHOR OF WHO DO YOU WANT YOUR CUSTOMERS TO BECOME?
“Get smart: Read THE BRAND FLIP and learn a) why customers want to take over your brand, and b) how to help them do it.”
–GREG PETROFF, CHIEF EXPERIENCE OFFICER AT GE