I think, in retrospect, we may have tried too hard to attract new guests. That left some of our fans shaking their heads, asking ‘What happened to Applebee’s?’

Patrick Lenow (VP Communications and Public Affairs, DineEquity – August 10, 2017)

That’s an eye-opening, unusually direct assessment. There’s even more blunt analysis from Applebee’s president.

First, let’s set the stage with some framing thoughts on brand management.

A Quick Primer – What To Do and Not Do

It’s a constant dilemma and challenge: how to expand the appeal of brand x and/or position it for growth without alienating existing customers and destroying the core business.

Depending on the type of product or service, many actions can be implemented, such as: product upgrades, promoting secondary usage, launching new products, stimulating growth of the overall category, expanding distribution channels, developing brand refresh/renovation tactics, or even complete repositioning.

JCPenney failed.

Domino’s seems to have had success.

Hardees/Carl’s Jr. is trying to reboot their image and brand positioning.

Effective brand management requires smart discipline. To borrow from Ringo Starr, it don’t come easy.

► Building brands is a process, which requires steady, disciplined hands at the helm. It can take time and money. Unfortunately, steady discipline, time and money can be in short supply in CEO suites and boardrooms where results are measured short-term in weeks and quarters. Plus, marketing teams themselves can fall victim to a lack of steady discipline on occasion. Continue reading →