For natural products with inherent 'flaws' like liquid separation, a better strategy than using unnatural additives is to proactively educate customers. Use packaging and marketing to frame the flaw as an expected, natural occurrence, thereby preserving product integrity while managing customer expectations.
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When relaunching Lucozade with less sugar, openly discussing the change created a massive negative narrative. For Ribena's relaunch, they avoided mentioning the change and ran a positive campaign instead, leading to sales growth. Don't give consumers a reason to stop loving your brand.
Contrary to intuition, being transparent about a product's (or property's) shortcomings builds trust and filters for the right buyers. This prevents costly, late-stage negotiations and failed deals that arise from surprises during due diligence, ultimately speeding up the sales cycle.
Consumers perceive products as higher quality when they are aware of the effort (e.g., number of prototypes, design iterations) that went into creating them. This 'labor illusion' works because people use effort as a mental shortcut to judge quality. Dyson's '5,127 prototypes' is a classic example.
Instead of hiding early product flaws, founders can build a stronger community by openly sharing their mistakes and the correction process. This transparency makes the brand more relatable and human, fostering trust and loyalty more effectively than projecting an image of perfection.
A perceived product flaw can be a primary value proposition for a different type of customer. For example, a diffuse global audience, useless to local venues, becomes a powerful asset for organizations aiming for international reach, unlocking a new market.
Most marketing avoids negativity, but proactively addressing your product's flaws or top churn reasons is a powerful strategy. It disarms skeptical buyers who are used to perfect marketing narratives. This transparency builds trust and attracts best-fit customers who won't be surprised by your product's limitations.
The "pratfall effect" shows that revealing a minor flaw can make a brand more relatable and likable. Guinness successfully used this by framing its slow pour time as a virtue ("Good things come to those who wait"), turning a potential weakness into a strength that builds trust and brand character.
The 'pratfall effect' suggests that admitting a weakness can increase appeal. For brands, this works best when the admitted flaw cleverly emphasizes a core strength. For example, Buckley's cough syrup's 'It tastes awful. And it works' campaign uses its bad taste to signal its powerful efficacy.
Consumers are trained by food packaging to look for simple, bold 'macros' (e.g., '7g Protein,' 'Gluten-Free'). Applying this concept to non-food items by clearly stating key attributes ('Chemical-Free,' 'Plant-Based') on the packaging can rapidly educate consumers at the point of purchase and differentiate the product.
Known as the "Pratfall Effect," admitting a small weakness can make a brand more human and trustworthy, thus increasing overall appeal. Guinness masterfully reframed the slowness of its pour as a testament to its quality, turning a negative into a powerful positive.
