Clorox Corp., the Oakland-based consumer packaged goods manufacturer, had brought digital advertising into its marketing program with no small success. Sales were up. The return on its advertising spend had increased as well. But brand love was in decline.
In fact, a relevance study by David Aaker's Prophet consultancy showed that Clorox was in the bottom third of 400 measured brands.
Admitted Eric Reynolds, Clorox's CMO, "We realized the problem was us. It would have been easy to blame everybody else, but the problem was us. We realized we were out of balance."
In effect, he...