BBVA: From Selling Services to Being a Brand

Published 01 Oct 2006
Reference 5397
Topic Marketing
Region Europe
Length 25 page(s)
Language English

BBVA, a bank recently created through the merger of BBV and Argentaria, has recently experienced a drop in customer satisfaction, a serious cause for concern to the chairman. The case presents the branding work done at BBVA and poses several alternative brand positions that are being considered by BBVA. The case's decision focus is on choosing among the positioning alternatives and the development of both a strategy to communicate the identity and positioning to consumers as well as to employees, with greater emphasis on the latter.

Teaching objectives

Branding is often seen as something that marketing people do. On the contrary, a brand engages the entire organization. It acts as both glue for the organization and the lens through which to focus the entire organization's efforts. The purpose of the case is twofold: 1) to provide an opportunity to examine how one can arrive at a brand positioning platform and 2) to make participants think about how one might communicate the brand positioning internally within a large organization. The case can also be used to articulate potential ways of implementing the positioning with the bank's consumers. The case can be used successfully with both MBA and Executive audiences.

  • Branding
  • Corporate branding
  • Brand alignment
  • Marketing
  • Brand identity
  • Brand positioning