Creating a culture, not a brand.

People buy into cultures, not brands yet, we focus so much of our efforts on building brands. Being in design, I see this nearly everyday. Normally, the client wants a brand image that satisfies their vision of the brand, not the customers. Can a brand stand on it’s own merits without  a culture infused by it’s patrons?

Good or bad, intentionally or unintentionally, Starbucks has a culture around it’s brand image but they didn’t design it. The culture was designed by the customers, not Starbucks corporate (full disclosure: I’m drinking Starbucks coffee as I type this). Culture takes time and it is this “third place” culture which has propelled Starbucks from a small chain to grande in relatively short order.

Apple also has a culture, but it’s not about the products, it’s about the ideology that goes into them. (full disclosure: I’m typing this on MacBook Pro) The reason people wait two days in line for an iPhone is because they know that the user experience is Apple’s number one consideration. They put the customers needs first along with beautiful design. No other PC manufacturer (or “insert product category here”) has come close to developing a fanatical culture like Apple’s.

I recently flew Virgin America from San Francisco to DC. It was my first time flying Virgin America and I was blown away. I could tell they had a well-defined culture in place starting from their website, kiosk check-in, and flight crew, not to mention the cool lighting in the cabin, video on-demand on the back of the seats, and Absinth-based cocktails. Yes, some of these are product “features”, but they help reveal the ideology behind the brand that resonates with people like me. I’m actively looking for an excuse to fly VA again!

When you can get customers to say: “Hey, I wanna’ be a part of that”, then keep doing whatever it is you’re doing, because you’re doing something right.