Denise Lee Yohn

“The contents of a Brand Toolbox depend on the specific needs of the company but usually a Brand Toolbox contains An explanation of your brand strategy along with background and rationale so that everyone can understand why you’re doing what you’re doing, and definitions of key terms so everyone grasps the meaning behind the words Principles and guidelines for delivering brand values and attributes at key touchpoints between your brand and the outside world Sample applications for how the brand should be expressed and delivered Guides that walk people through important decisions, along with outlines that map processes so that people learn how to do things on brand like select a co-marketing partner and screen a new product”
― Denise Lee Yohn, What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest

“To make an emotional connection with any customer, it follows that you should segment the market in a way that is needs-based, and connect with prospects at the moments when those needs are greatest. The best way to address fast food customers would be on the basis of needs-based usage occasions: “the don’t-have-to-think-about-it quick bite when on the go,” “socializing with friends and family” or “craving a particular menu item.” Those were the segments that helped shape our strategies, not the usual demographic segments broken down by age and income. Age and income cannot help you fully anticipate and satisfy emotional needs. Needs-states can. (See Chapter Four to learn how to identify customer needs-states.)”
― Denise Lee Yohn, What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest