A brand's positioning and values have to touch enduring tangible and emotional needs if they are to work. This is as true in the business environment as it is in the consumer sector. Developing a positioning that is meaningful the world over challenges the most creative of minds, and so delivering insight that will help inspire creativity is the quest of every qualitative researcher. This paper describes how the little-used technique of laddering can significantly enhance the understanding of key business customer needs and thereby lead to a better, more focused and relevant global brand positioning. Laddering is a means of exploring emotions. It provides deep insight into what people want and why it is important to them personally. Whilst consumer audiences are traditionally associated with emotional insight, the paper reveals that CEOs have emotions too.
This paper reports on a research study using a mental mapping technique, involving laddering interviews, which makes the link between perfume brands and the benefits derived from the purchase, and how these benefits in turn satisfy the purchaser's personal values. The research was carried out in the UK and Germany, among 24 respondents, and the paper discusses the findings in relation to managing the marketing mix across more than one market.
The laddering technique is specifically designed to understand the way in which product images are constructed. The technique involves establishing the link between product attributes, their consequences for the consumer and the personal values attached to those consequences. Understanding such linkages aids the development of actionable advertising strategy. The process is best suited to segment specific attitudes and values, giving an understanding of consumer orientations within a particular market cell. It is especially of use when applied to infrequently purchased goods and services where imagery is often complex and the product itself has more intrinsic worth. Each approach to the consumer takes a concrete product attribute as a starting point, but the path from attribute to consequence to end value is strewn with more abstract and indirect product benefits. During the period of May 1986 to May 1987 a series of 75 depth interviews with drivers of cars in the four major segments of the UK car market were carried out for a major car manufacturer. The objectives of this research programme were threefold: a) to test the usefulness of the laddering technique; b) to establish attribute, consequence, value linkages in order to aid image management and develop strategy; c) to examine differences between the segments at the emotional as well as rational level. The technique proved to be extremely valuable, providing an understanding of product imagery which is constructed by the consumer and not the analyst and which can be presented in a structured form. This paper refers to the theoretical background to laddering, but primarily concentrates on the operation of the technique and its practical value in the development and management of product imagery.