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8Psofluxurybrandmarketing
PostedByaLuxuryDailycolumnistOnMay8,2013@2:15amInColumns,Featured,Opinion|
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ByRohitArora[2]
Luxurybrandshavealwaysbeenafascinatingsectorandluxury
brandmarketingoneofthemostcomplicateddisciplines.
Packagedasthe8Psofluxurybrandmarketing,thisarticle
attemptstobringtogethertheelementsandinterplaybetweenthe
principlesthatareemployedintheluxurybrandmarketingmix.
However,oneneedstoacknowledgethatthedegreeofsignificance
[1]
oftheseelementsmayvaryfrombrandtobrandandmarketto
RohitAroraisstrategic market.
planningdirectoratBates
PanGulf(BPGGroup) 1.Performance
Performancereferstothedeliveryofsuperiorexperienceofaluxury
brandattwolevelsfirst,ataproductleveland,second,atanexperientiallevel.
Ataproductlevel,fundamentallyitmustsatisfythefunctionalandutilitariancharacteristicas
wellasdeliveronitspracticalphysicalattributesarecipeofqualityordesignexcellence
ingredientssuchascraftsmanship,precision,materials,highquality,uniquedesign,
extraordinaryproductcapabilities,technologyandinnovation.
Aluxurybrandmustperformatanexperientiallevelaswell,i.e.theemotionalvalueofthe
brandtheconsumersbuyintobeyondwhattheproductistowhatitrepresents.
Forexample,RolexstandsofsymbolofheroicachievementandTiffany&Co.isasymboloflove
andbeauty.
2.Pedigree
Manyluxurybrandshavearichpedigreeandextraordinaryhistorythatturnintoaninseparable
partofthebrandsmystique.
Thismystiqueisgenerallybuiltaroundtheexceptionallegendaryfoundercharacterofthepast,
makingupanintegralpartofthebrandstoryandbrandpersonality.
So,whenconsumersbuy,say,aCartieroraChanelproduct,itisnotonlybecauseoftheproduct
performancefactor,butsubconsciouslytheyarealsoinfluencedbythebrandsrichlineage,
heritageandtheyearsofmastery.
3.Paucity
Overrevelationanddistributionofluxurybrandscancausedilutionofluxurycharacter.Hence,
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manybrandstrytomaintaintheperceptionthatthegoodsarescarce.
AcaseinpointisBurberry,whichdiluteditsbrandimageinBritainintheearly2000sbyover
licensingitsbrand,thusreducingitsimageasabrandwhoseproductswereconsumedonlyby
theelite.
Gucciisnowlargelysoldindirectlyownedstoresfollowinganearlycripplingattempttowidely
licenseitsbrandinthe1970sand80s.
Broadly,thereisnaturalpaucitytheactualscarcityaswellasthetechnologyledpaucityand
thetacticaldrivenpaucity.
Naturalpaucityistriggeredbyscarceingredientssuchasplatinum,diamondsorthosegoods
thatrequireexceptionalhumanexpertisesuchashandcraftedqualitythatconstraintsthemass
production.
Tacticaldrivenpaucityismorepromotionalinnaturesuchasthelimitededitionsorthespecial
seriestogenerateartificialdesireanddemand.
Anotherdeviationwithinthisisthecustomizationofluxurygoods.Forexample,GarsonUSA
custommadeadiamondencrustedMercedesSL600forPrinceAlWaleedbinTalalofSaudi
Arabiain2007.
4.Persona
Thepersonaofaluxurybrandislargelyaresultof,first,itsdistinctiveprojectionpluscoherence
ofitsapplicationsacrossconsumertouchpointsand,second,thebrandcommunicationthrough
itsadvertising.
Thevisualbrandidentitycapturesthebrandspersonality,mystiqueandemotionalvaluesina
nutshell.
Thedistinctandconsistentorchestrationoftheidentityiscentraltoestablishingthevisibility,
familiarityandcommonidentifiablebrandimagery.
Thevisualbrandorchestrationcanmanifestbywayofitscoherentapplicationofitsidentity,
brandcolors,otherdesignelementssuchasicons,uniquelyidentifiabledesign,branded
environmentandeventhetoneofvoice.
Whiletheluxurybrandsvisualidentityisafairlystablefactor,luxurybrandadvertisingisamore
dynamicandversatilemarketingvehicle.
Whilethepedigreeofthebrandhasitsrole,keepingupthecontemporaryappealandthe
newnessfactoriscrucialforenduringbrandrelevance.
Therefore,luxuryadvertisingnotonlyneedstogeneratethedesirefortheseasonalcollection,
butatthesametimeitmustalsoenhancethebrandscoolquotient,therebymakingit
continuouslydesirableandaspirational.
Atanoveralllevel,luxuryadvertisingmessagescanbeobserved:
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Asmoreemotionalandsensualtodistanceitfrommasspremiumbrands
Createaworldandanaurathatistrulyexceptionaltotheirbrandsignature
Generatemajordifferentiationinitsproductionandexecution
Oneoftherelativelynewtrendswithinluxurybrandcommunicationistheuseofthelongform
commercialsortheshortfilmvideostogenerateinterestwiththeonlineaudience.
Itisclearlyapursuitwhereluxurybrandsarelookingtobridgethegapbetweenthefamiliar
worldofprintandthefastevolvingworldofonline.
Ithasalsoprovedimpactfulasinamatteroffewminutes,theviewercanhaveaclear
understandingofthebrandimageorthestorythatthebrandistryingtoconveyorsimply
promotionofthenewcollection.
Apartfromthese,withtheintentofenhancingtheemotionalconnectionswithdiscerning
mindsets,luxurybrandshavebeenexploringthedigitalspacebyengagingthemintheir
activationprograms.
Theobjectiveistogenerateagenuineaffinitywiththebrandthattranscendsbeyondthe
producttoanextentwheretheconsumersfeelthattheyhavefoundasoulmate.
Forexample,withtheobjectiveofstrengtheningthebrandsassociationtoloveandromance,
Tiffanylaunchedwhatmakeslovetrue.comandaniPhoneappasaguidetothosewhowantto
taketheirromanticrelationshipforward.
TheWebsitealsoshowcasesselecttruelovestoriesofrealpeopletogivethatpersonaltouch.
Someluxurybrandshavealsousedsocialmedia.
Theobjectivemaynotnecessarilybeengagingtheaudienceintheirstorytelling,butithasbeen
donelargelytogeneratethedesireorthelustforthebrandortheproduct.
Itisalsoaneffectivetooltokeepupthecontemporaryappealandthenewnessfactorbyhaving
acontinuousdialogue.
5.Publicfigures
Publicfiguresorcelebritieshavetraditionallybeenemployedasoneofthemarketingmixin
luxurybrandadvertisingandtheystillcontinuetogarnerattention,credibilityandimpact.
Publicfigurescanspanfromfilmstarstomusicpersonalities,fromsportspersonalitiestoroyal
familiesandeventhedesignerthemselves.
Butbecausecelebrityendorsementsarenolongerexclusivetotheluxuryspaceandextensively
usedandabusedacrossmasscategories,theytakeadifferentmeaningwhenitcomestoluxury
brandendorsement.
Notonlydoesthepublicfiguresassociatedvaluesandpersonalityhavetoresonatewiththatof
theluxurybrandsaura,butthereisadistinctdifferenceinthewaycelebrityroleiscrafted,
executedandstrategicallyused.
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Beyondtraditionaladvertisinglargelyprintinselectedmedialessinyourfaceadvertising
toolsareemployedsuchasaccessorizingordressingcelebritiesfortheirwalkdownthered
carpet,productplacementswithinmoviesandtelevisionprogramsandinvitestospecialevents.
Thisstrategyattemptstoremovetheappearanceofsellingwhilestillpromotingtheproductby
makingitseemasapartofthecelebrityslives,therebypositivelyaffectingtheconsumers
attitudes,brandvalueandpurchaseintention.
Forexample,ChopardhasbeenofficialpartneroftheCannesFilmFestivalforthelast14years,
showcasingandpremieringitscollectionbyaccessorizingcelebritiesontheredcarpet.
Longformcommercialsorshortfilmshavealsousedthecelebrityfactor.
Chanel,forinstance,recentlycreatedathreeminutefilmwithactressKeiraKnightleywho
replacedKateMossinitsadsforitsCocoMademoisellefragrance.
OtherpreviousfacesofChanelhaveincludedFrenchstarCatherineDeneuveandNicoleKidman,
whorepresentedChanelNo.5.
Similarly,asapartofitscorevaluescampaign,LouisVuittonuseditsWebsiteastheonline
mediumtoshowcaseitscelebrityendorsersjourneyandhisorherstorytobringtolifehowthe
brandhasbeenpromotingtheartoftravelandinspiringlegendaryjourneys.
6.Placement
Theretailbrandedenvironmentinluxurybrandingisallaboutheighteningtheconsumersbrand
experienceandamplifyingthebrandaura.
Hence,thebrandedenvironmentandthemovementoftruthiswhereitmustlivethebrandby
orchestratingimmaculatedetailingthatengagesallsensesofthediscerningaudience.
Startingfromthechoiceofstorelocation,thechainoftouchpointsthatconsumersinteractwith,
thesalespersonspresentationandtheimpactofeachtouchpointiscriticalincreatingaunique
indulgingexperience.
Thatsaid,todaysevolvingluxuryconsumersareincreasinglylookingbeyondthetypical
sophisticated,overthetop,cosmeticallyelegantpresentationoreventheexclusiveinvites,
privilegedpreviews.
Withtheincreasingdemocratizationofluxurybrandsandtherapidemergenceofmasstige
brands,luxuryconsumershavebecomemorediscriminatinganddemanding.
Theseconsumersseekamoreknowledgeableandprofessionalassistanceandatrustedand
reliablecollaborationhelpingthemtomanagetheirstatureandlifestyle.
Notonlyhasthisledtothenewbusinessofferings,butluxurybrandsarealsoincreasingly
investingintrainingandempoweringtheirsalesstaff.
Anotherimportantpointtonotewithintheplacementfactoristhatitisnotlimitedtothe
physicalenvironmentwherethebrandretails,butitextendstoalloftheenvironmentsor
consumertouchpointswithwhichthatbrandassociatesitself.
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Thisspansfromtheextremelyselectivenichemediawhereitadvertisestothesports,events,
artandconversationswithwhichitidentifies.
Forexample,Rolexassociatesitselfwithmorethan150eventsingolf,sailing,tennis,motor
sport,artsandequestriantournamentsratherthanwithsportssuchasfootballorcricketthat
havemoreofamassfollowing.
7.Publicrelations
Publicrelationsinluxurybrandingplaysanenormousroleinimageproliferationofthebrand,
therebysubtlyinfluencingpublicopinion.
PRisalsoemployedtoconveyothersupportingmessagesandattributesofthebrandthat
cannotbeexplicitlycapturedinadvertising,butarebynomeansarelessimportanttocreate
brandspersonality,mystiqueandemotionalvalueswhetheritisviathepedigreefactororvia
publicfigureanyoftheprevioussevenPsmentioned.
Itisalsoasophisticatedbrandingmachineformaintainingongoingrelevanceanddialoguewith
theluxuryconsumer,especiallyinfashion,technologyandseasonaltrendsdrivencategories.
Atatacticallevel,PRisusedtogeneratebuzzandconveybrandnews,pointofviewsofinspirers
andinfluencersincludingcelebritytalkorthedesignerspeakandacrucialsupportforbrand
activationsuchasthefashionweeks,sporteventsandthemedpreviews.
8.Pricing
Pricingplaysaquiteabigroleinthewaythatconsumersperceiveluxurybrands.
Consciouslyorsubconsciously,consumerstendtogenerateamentalluxurystatureorimagewith
thepricerangethatthebrandoperates.
Therefore,itisimportantforluxurybrandstopricethemselvesrightassettingthepricelower
thanconsumerexpectationandwillingnesstopaycanpotentiallyharmthebrandvalue,whereas
thereversecanpotentiallynot,givenenoughjustificationforconsumerstogoaheadandbuy.
Thepricingstrategyinluxurybrandsgainedspotlightrecentlynotonlybecauseofthe
challengingeconomicenvironment,butbecauseofmoreinformedandexposedconsumerswho
aremorediscriminatinganddemandingandforwhompremiumpricingwithoutsubstancedoes
notimplyluxury.
ArecentresearchbyUnityMarketingsuggeststhataffluentshopperswillnotspendtentimes
moreforsomethingonlythreetimesbetter.
Luxurybrandsmust,therefore,justifytheirpricethroughtheinterplayofthesevenPs
mentionedabove,therebykeepupandmaintainahigherperceivedvalue.
Salespromotionsalsotendtobehandleddifferentlybyluxurymarketers.
Whilefewhaveresortedtosalesanddiscounts,mostothersplayitbyaddingmorevaluetothe
purchasesuchasgiftwithpurchase,giftcertificatesorrebatesforthenextpurchase,multiple
itemdiscounts,onlineoremailexclusives,moreloyaltypointsandnoshippingandhandling
chargesbyonlineretailers.
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LuxurybrandsalsouseasachannelluxuryretailerssuchasHarveyNicholsandSaksFifth
Avenuethatofferannualsalesviaslightlylowerprices.
Anotherstrategyemployedbyluxurybrandsiscreatinganextensionintoasecondarylinewith
relativelylowerpricepointssuchasGiorgioArmanisArmaniExchange,RobertoCavallisJust
Cavalli,PradasMiuMiuandAlexanderMcQueensMcQlines.
Keytakeaways
Inconclusion,thekeytoluxurybrandmarketingboilsdowntothefollowingthreepoints:
Productexcellencebyitselfinnotenough.Theluxurybrandmustperformatanexperiential
levelaswell.
Asluxuryconsumersevolve,notonlydoesproductqualityactasapointofdifferentiation,but
alsoassubstancetojustifyapremiumvalueandpricing.
Whilepedigreefactorisimportanttocelebratetheyearsofmasteryorlineage,itiscrucialto
generateongoingrelevanceanddynamismthroughthepersona,PRandpublicfigurefactor.
Luxurybrandsmustcontinuetomaintainacertaindegreeofexclusivityandstaturewiththe
paucityfactorandtheplacementfactorfromtheretailexperiencetothetouchpointswith
whichitassociatesitself.
THE8Psofluxurybrandmarketingcanprovideaholisticframeworktoluxurymarketers.
The8Psmaynotbeauniversalmethodology,buttheypresentastronganalyticaltoolboxto
auditandleveragethebrandpotential.
Thatsaid,apragmaticapproachmustbestressed,asthesituationandchallengeswilldiffer
frombrandtobrandandmarkettomarket.
RohitAroraisstrategicplanningdirectoratBatesPanGulf(BPGGroup),[2]Dubai,UAE.Reach
himatrohit@batespangulf.com[3].
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