Apple Is America's Favorite Brand, Says Boston Consulting Group Survey; Brands That Top the List Target Their "Apostle" Consumers and Connect With Their Emotions, Driving Referral and Reverence
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Apple Is America's Favorite Brand, Says Boston Consulting Group Survey; Brands That Top the List Target Their "Apostle" Consumers and Connect With Their Emotions, Driving Referral and Reverence

BOSTON, MA -- (Marketwired) -- Oct 26, 2015 -- Apple, Amazon and Walmart top the list of America's favorite brands, according to a survey of 15,000 U.S. and European consumers by The Boston Consulting Group (BCG).

Also in the top ten are Netflix, Costco, Samsung, Coca-Cola, Target, Jet Blue and Chick-Fil-A.

Up-and-coming brands to watch include Airbnb, Alibaba, Ally Bank, Fitbit, GoPro, Hulu, NXT, Oculus Rift, SnapChat, Tesla, Uber and Virgin America, survey respondents said.

What unites this diverse array of brands is one attribute above others -- the ability to forge an emotional connection with consumers. "They use technical and functional attributes to drive original choice and win by owning the heart and the mind," says Michael J. Silverstein, a Senior Partner at BCG.

But the survey also showed that Walmart and Apple rank first and third among America's least favorite brands -- indicating that "brand love" can be volatile and turn quickly negative, a phenomenon that ought to keep even the most successful brands on their toes.

The findings parallel those in Rocket: Eight Lessons to Secure Infinite Growth, a new book written by Silverstein and BCG co-authors Dylan Bolder, Rune Jacobsen and Rohan Sajdeh, and published this month by McGraw-Hill.

The book describes how the best brands achieve decades-long success and growth by putting aside conventional wisdom and focusing most of their resources on wooing a select few "apostle customers." According to Mr. Silverstein, it's emotional connection that transforms these brands into "apostle brands" that capture a disproportionate share of discretionary dollars.

"Apostle customers are only two percent of the customer base -- but they drive the vast majority of sales and profits, because they love the brand, make it part of their lives, and recommend it fervently to family, friends and total strangers," Mr. Silverstein says.

According to proprietary BCG research reported in Rocket, one ultra-loyal customer -- an apostle -- can generate eight times his or her own consumption through word-of-mouth advocacy. And two percent of consumers directly contribute 20 percent of sales. They drive 80 percent of total volume via their recommendations. They deliver over 150 percent of profitability, buying products without a discount and without regard for seasonality.

"Apostle brands command premium prices and sell without promotion," Mr. Silverstein says. BCG research shows that companies that succeed in creating apostle brands command higher valuations, higher margins and sustainable growth. "The goods that move off the shelf without markdown are also the strongest brands -- they deliver high profit for manufacturers and retailers."

The survey of 12,000 U.S. and 3,000 European consumers shows the power of apostle brands in action. Among the key findings:

This last finding, according to Mr. Silverstein, conveys an important lesson for leading brands: embrace angry customers, because brand scorn can turn to love.

"Brands are fragile and they fail. Sometimes brands that are loved are also least liked. No brand is stable -- they're either rising or declining," Mr. Silverstein says. Companies that understand this "schismogenesis" can watch for it and avoid it. Toyota dealt with customer anger over massive recalls by embracing it head-on. The National Football League should consider the same approach as it faces a storm over issues including domestic violence and head trauma, Mr. Silverstein says.

"The new movie, Concussion, will highlight this issue," he says. "More and more mothers are telling their sons, you can't play football!"

For more information, a copy of Rocket or an interview with the authors, please contact Katarina Wenk-Bodenmiller of Sommerfield Communications at +1 (212) 255-8386 or katarina@sommerfield.com.

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Contact:
Katarina Wenk-Bodenmiller
Sommerfield Communications
(212) 255-8386

Katarina@sommerfield.com