Marketing the Experience of the Brand

It's not enough to market a good product or a brand. Today, more firms are marketing the experience of the brand. This is a positive way to make the brand tangible and memorable through a specific experience. It's also a way to generate word of mouth and social media mentions as visitors post selfies or comments about their experience of the brand.

Hershey, known for its Kisses and other chocolate treats, already operates the Hershey's Chocolate World theme park in Pennsylvania, offering the "sweetest feeling of pure happiness." It also has a new store, Hershey's Chocolate World, just opening in New York City's touristy Times Square. The company planned three distinct candy aromas for those who step inside. According to an executive, "we wanted it to be highly experiential so it becomes part of the family's narrative and storytelling when they talk about their adventure in New York."

At the retail level, brands are upping their game by adding to the atmospherics and offering unique experiences to encourage engagement and, well, sales. Brands that do this particularly well in retailing are LEGO and Disney, among others.

LEGO House recently opened in the company's HQ city of Billund, Denmark, attracting fans of the iconic plastic building block. Some exhibits in this sprawling building require paid admission, other areas are free. "All activities in the house are related to our LEGO philosophy that learning through play promotes innovation and creativity," states LEGO House's CEO. It's a unique way to enhance the experience of the brand beyond a typical retail environment.

Samsung 837 as Brand Experience

Samsung 837 opened in a hip area of New York City six months ago. Here's how the company describes this retail space on its website:

"This is Samsung 837, where technology and culture collide.
Located in the heart of the Meatpacking district in NYC, Samsung 837 combines art, fashion, technology, and sport in unprecedented ways. It’s not a store, but a new kind of place filled with ideas, experiences, and Samsung’s cutting edge devices."

Not a store. Samsung isn't selling any products at the 837 location. It's selling the Samsung brand experience--come in and experience its electronics and concepts, up close and personal. New product introductions? Yes, available to opinion leaders, influential early adopters, and potential customers who want to see and try the latest in personal or wearable tech.

Especially virtual reality. For the Olympics, Samsung 837 offered a special virtual reality feed of highlights in Rio, free to visitors. Also on the calendar are lots of events to attract visitors and keep Samsung 837 in the public eye.

Meanwhile, Samsung is fine-tuning its in-store strategies for selling through Best Buy and other retailers, to differentiate its brand and its products.