2. How did Paddy Power go about building its service brand? What are the unique attributes of the brand?
Alina Wheeler defined branding as a disciplined process used to build awareness and extend customer loyalty (...). Branding is about seizing every opportunity (...), a desire to lead, outpace the competition and give employees the best tools to reach customers. Paddy Power has accomplished to adhere to all those principles, all through their accession to becoming the largest betting firm in Ireland. The company had to rebrand, to become a broader-based entertainment company and to this extend a number of changes took place to establish their new identity and service brand. The image of a fun, friendly and fair was promoted to differentiate them from the competition and they made changes in their structure to facilitate each one of those elements. Making it fun entailed broadening the appeal of betting, bets on celebrities, elections, stocks, and anything people where interested in became available. They enhanced the customer’s experience with bigger brighter and better designed outlets, audio and video equipment and interaction terminals. They invested in training their staff to improve the customer’s experience and support their friendly image. They promoted their image of fairness through money back specials, putting emphasis on the circumstances rather than the rules. All those steps where aimed in enhancing the Paddy Power brand. Additionally by creating controversial advertisements and consistently denying to ‘playing by the rules’ they created a buzz around their brand, they became a topic of conversation and that led to enhanced brand recognition and awareness by the public. To demonstrate this we can consider the fact that the Paddy Power brand recognition in Ireland has now reached 90%. All those decisions changed the perception not only of the Paddy Power service brand but the perception of the betting industry. The closer we examine the company...
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