10 Brand Strategy Metrics CMOs Should Track
Matt Bowen • March 21, 2025

10 Brand Strategy Metrics CMOs Should Track

Tracking the right metrics can make or break your brand strategy. Companies using six or more metrics grow 2.3x faster than competitors. Here’s a summary of the 10 most important metrics CMOs should focus on:

 

  1. Brand Health : Monitor your target market’s awareness (unaided and aided), familiarity, consideration, and first choice metrics for your brand. 
  2. Share of Voice (SOV) : Measure your visibility across social, search, paid, and earned media. Benchmark against competitors.
  3. Net Promoter Score (NPS) : Gauge customer loyalty. Scores above 30 are strong; 70+ is exceptional.
  4. Customer Acquisition Cost (CAC) : Track how much it costs to gain new customers. Keep a healthy CLV:CAC ratio of 3:1.
  5. Customer Lifetime Value (CLV) : Calculate the total revenue a customer brings over time. Focus on increasing retention and upselling.
  6. Website Conversion Rates : Optimize your site to turn visitors into customers. Industry benchmarks range from 2% (B2B) to 11% (media).
  7. Social Media Performance : Track engagement rates, sentiment, and how social drives traffic to your site.
  8. Marketing ROI : Measure the return on your marketing investments. Aim for 250-400% ROI depending on your industry.
  9. Lead Conversion Success : Analyze how well you convert leads into paying customers. Focus on visitor-to-lead and lead-to-close rates.
  10. Brand Value: Assess your market share, price premium, and customer retention to understand long-term brand equity.

 

Quick Overview of Metrics

These metrics work together to track brand health, improve decision-making, and link marketing efforts directly to business growth. Start by prioritizing metrics that align with your current business phase - whether it’s building awareness, driving conversions, or maximizing lifetime value.


What are the most important branding KPIs


1. Brand Health Measurement

Brand health uses consumer insights to give a complete picture of your target’s awareness for you brand. As the starting point for evaluating performance, brand awareness focuses on two key aspects: aided (how well your brand is visually identified) and unaided (how easily people remember your brand without prompts).

Here are the three main areas to track:

Brands that excel in awareness use a mix of these methods. For instance, Coca-Cola achieves a 94% aided recognition rate but only 65% unaided recall in the beverage market [5][7]. This highlights the importance of tracking both recognition and recall.


To put this into action, CMOs can focus on:

  • Analyzing the digital footprint with tools like Semrush
  • Conducting quarterly surveys
  • Monitoring branded search growth, aiming for a 25%+ year-over-year increase [3]


For benchmarks, B2C brands should aim for 10,000+ monthly social mentions, while B2B brands typically target around 2,000+. Recognition goals also differ: B2C brands often target 15-25% unaided recall, while B2B brands aim for 8-12%.


Understanding these metrics sets the stage for the next key performance indicator: Share of Voice Analysis, which measures how visible your brand is compared to competitors.


2. Share of Voice Analysis

Share of Voice (SOV) measures how much visibility your brand has across various channels, helping you decide where to focus resources and how to position against competitors. Using insights from brand awareness tracking, modern SOV analysis focuses on four main channels:

Take the fast-food industry as an example: In 2024, McDonald's held a 36% SOV on Twitter, outpacing Wendy's (19%) and Burger King (15%) [1]. This level of visibility shaped their market position and boosted customer engagement.

To track SOV effectively, CMOs should focus on these key areas:


Cross-Channel Monitoring
Keeping tabs on social media and news platforms in real time allows not only for tracking mentions but also for analyzing their tone. This ensures you understand both the quantity and quality of your brand's visibility 
[1][3].


Competitive Benchmarking
Context is everything. A 10% SOV might be a win in a niche B2B market but could signal underperformance in broader consumer sectors 
[8]. Regularly comparing your performance to competitors helps define realistic goals for your industry.


Strategic Response
If your SOV changes, acting fast is critical. For instance, a beverage company successfully regained visibility by shifting 20% of its budget to TikTok creators, achieving a 20% share within three months 
[3]. This shows how reallocating resources can align with business goals and quickly address gaps.


To get the most out of SOV tracking, combine it with sentiment analysis. High visibility doesn’t always mean positive results. Real-time data lets you adapt your strategy quickly when market conditions change [1][3].

This visibility also influences customer perceptions, often reflected in metrics like Net Promoter Score (NPS).



Net Promoter Score Tracking

Net Promoter Score (NPS) is a simple yet powerful way for CMOs to gauge customer loyalty and predict how well a brand might grow. Building on insights from Share of Voice analysis, NPS helps turn visibility into measurable customer advocacy.

The formula is easy: subtract the percentage of Detractors from Promoters. For example, if 50% of customers are Promoters and 20% are Detractors, the NPS is 30 [1]. While industry benchmarks vary, a score above 30 reflects strong brand health, and anything over 70 is considered outstanding [1][2].


Practical Examples
Apple's NPS of 72 (2023) 
[2] and Slack’s 25% reduction in churn [2][4] highlight how leveraging NPS can lead to real business gains.


Key Ways to Track NPS:

  • Post-purchase surveys: Placed in transaction confirmations to get instant feedback.
  • Quarterly campaigns: Use survey platforms to track trends over time.
  • Social listening tools: Capture unprompted customer sentiment online [1][5].


Tying NPS to Business Growth
Brands with high NPS grow twice as fast as their competitors 
[2]. Plus, Promoters tend to spend 20% more annually compared to Detractors [2].

How to Act on NPS
To get the most out of NPS, focus on:

  • Resolving Detractor complaints within 48 hours.
  • Engaging Passives with targeted campaigns [1][4].


Improving loyalty not only drives higher spending but also reduces Customer Acquisition Costs, boosting overall efficiency.


4. Customer Acquisition Costs

NPS measures loyalty's role in growth, but CAC tells you how much that growth costs. As your brand gains traction, CAC should drop due to more organic customer acquisition - making it a critical metric for evaluating your marketing strategy. To calculate CAC, divide your total marketing spend by the number of new customers gained.

Lower CAC improves financial efficiency, freeing up resources to make your brand stand out.


Hidden Costs to Watch For

Don’t overlook hidden expenses like martech tools, sales team compensation, and content creation costs [2][4].


Tools to Improve CAC

Leverage tools like Google Analytics 4 for attribution tracking, CRM platforms to trace lead sources, and Rockerboxfor multi-touch tracking [1][3][4].


Industry Standards

Across industries, a healthy rule of thumb is that your customer's lifetime value (CLV) should be at least three times your CAC [2][4].


The Role of Privacy and AI

Privacy regulations are reshaping how we measure CAC. Consider "Influence CAC", which tracks how brand-building efforts lower acquisition costs over time [2][4]. This ties directly to the broader discussion of linking brand health to financial performance.


5. Customer Lifetime Value

Customer Lifetime Value (CLV) helps you understand the total revenue a customer can bring over their relationship with your business. While CAC (Customer Acquisition Cost) focuses on what it takes to acquire a customer, CLV highlights the long-term payoff of that investment.



How to Calculate CLV

To calculate CLV accurately, you’ll need three key metrics:

  • Average purchase value
  • Purchase frequency
  • Customer lifespan


For example, if a customer spends $100 per transaction, makes four purchases a year, and stays with your business for five years, their CLV would be $2,000 [2][3].


Industry Averages

Here’s how CLV looks across different industries:

Tools for Better CLV Tracking

Modern tools like Salesforce Einstein Analytics take CLV tracking to the next level. By integrating social sentiment data, businesses like L'Oréal have improved their CLV predictions by 37% using AI-driven models [3][4][6].


Real-World Example: Starbucks Rewards

Starbucks uses its rewards program to boost CLV. Members visit six times a month on average, compared to just two visits for non-members. This app-based tracking significantly increases customer spending [3][5].


The Role of Data Quality

Poor data is a challenge for many - 42% of marketers struggle with incomplete customer journey insights [4][6]. Unified Customer Data Platforms (CDPs) can solve this by:

  • Tracking customer interactions across channels
  • Measuring purchase habits
  • Analyzing overall customer behavior


Understanding CLV helps businesses focus on their most valuable customers, guiding strategies to build stronger, long-term relationships. It also ties directly to website conversion rates, showing how well you’re turning visitors into loyal buyers.


6. Website Conversion Rates

Website conversion rates show how well your digital presence turns visitors into customers or leads. While CLV (Customer Lifetime Value) focuses on long-term gains, conversion rates highlight immediate success in engaging your audience.


Industry Benchmarks

Different industries have varying conversion averages. Knowing these benchmarks helps set realistic goals:

Mobile vs Desktop Performance

Mobile users convert 40% less often than desktop users [1]. This gap highlights challenges with mobile optimization and the risk of damaging brand trust. Slow-loading mobile sites, for instance, can make even premium brands seem unreliable.


Key Performance Indicators

Micro-conversions, like newsletter signups or account creations, reveal where users encounter obstacles in their journey. Tracking these smaller actions helps identify problem areas and improve the overall experience.


Speed's Impact on Conversions

Website speed plays a major role in both conversions and how users perceive your brand. Research shows that a 1-second delay in load time can cut conversions by 7%. Even worse, 79% of users will abandon a site if it takes longer than 3 seconds to load [3].


AI-Driven Improvements

AI tools are becoming a game-changer for conversions. For example, Walmart increased its conversion rate from 2.9% to 4.1% by using AI to provide personalized shopping recommendations that aligned with its “effortless shopping” promise [3].



Tools for Tracking

To effectively monitor and improve conversion rates, CMOs should rely on tools that provide actionable insights:

Content and Brand Alignment

Content that aligns with your brand identity plays a critical role in driving conversions. These insights also tie into social media strategies, showing how engagement on different platforms leads to actions on your website.


7. Social Media Performance

Analyzing social media performance helps you understand how well your brand messaging connects with your audience before they even visit your website.

Social media metrics highlight how your audience engages with your content on various platforms. For instance, Instagram boasts an average engagement rate of 1.16%, making it a top choice for visual content strategies [1][3].


Platform-Specific Benchmarks (2024 Engagement Averages [2][4])

Key Metrics to Watch

  • Quality Interactions: Focus on meaningful actions like thoughtful comments, shares, and saved posts. These signal that your content is connecting with your audience.
  • Sentiment Analysis: Advanced tools now classify user sentiment (positive, neutral, or negative) with up to 89% accuracy [1]. This gives you a clearer understanding of how people perceive your brand.


Connecting Social Metrics to Conversions

Using UTM parameters in your campaign links allows you to track how social media engagement drives traffic and conversions on your website. This insight is essential for evaluating your return on investment (ROI).


Leveraging AI for Better Engagement

Tools like Semrush can identify trending topics in real time, helping you tweak your content strategy on the fly. For example, one retailer saw an 18% boost in engagement after adapting their content based on trending insights [1][5].


Practical Example: Sentiment Analysis in Action

A pizza chain noticed a 40% spike in negative mentions about the "soggy texture" of a new crust. After tweaking the recipe, positive sentiment rose by 22%, and Instagram story completion rates jumped by 15% within three weeks [1][5].

Tracking Content Performance

Short-lived content, like Instagram Stories, plays a big role in building brand awareness. Keeping tabs on these interactions helps you measure engagement and understand your brand's impact [1][3].


These insights are critical for calculating marketing ROI, especially when comparing the effectiveness of paid versus organic campaigns.


8. Marketing ROI Measurement

Understanding marketing ROI is essential for CMOs to justify spending and make informed decisions about channel investments. The basic formula is simple: [(Revenue Attributable to Marketing - Marketing Investment) / Marketing Investment] × 100. But today’s strategies demand a more detailed approach.


Three-Tiered Measurement Framework

A layered framework helps balance short-term results with long-term brand growth:

This structure connects campaign performance to overall brand equity.



Advanced Attribution Models

Multi-touch attribution is now a must-have for precise ROI tracking. For example, Adobe's marketing team merged CRM data with website analytics in 2022. This led to a 23% boost in ROI and allowed them to reallocate $5 million to more effective channels [1][2].


Industry-Specific ROI Benchmarks

Different industries see varying ROI benchmarks. Consumer goods typically achieve 250% ROI, with top performers exceeding 400%. Meanwhile, B2B SaaS averages around 180% [2].


AI-Powered ROI Prediction

AI is reshaping ROI analysis, offering prediction accuracy of up to 89% in leading marketing platforms [2]. Here's a real-world example:

"Our predictive modeling reduced CAC errors by 22% while forecasting creative impact on 30-day ROI" [2].

Brand Health's Influence on ROI

Brand health metrics are closely tied to financial performance [2]. This ties into CLV-focused strategies from Section 5, which emphasize retaining high-value customers. Additionally, the link between tracked NPS (Section 3) and repeat purchase ROI highlights the importance of integrated metrics. By analyzing ROI accurately, marketers can pinpoint which channels drive the most qualified leads.


9.  Lead Conversion Success

Marketing ROI measures campaign effectiveness, but lead conversion success focuses on how efficiently interest is turned into revenue.


Key Metrics for Conversion Success

When enterprise B2B companies follow this framework, they can achieve an overall conversion efficiency of 8.75%, provided everything is executed correctly [2][4].


The Role of Advanced Lead Scoring

A strong lead scoring system evaluates three main factors: demographic fit (40%)engagement (30%), and intent signals (30%). Leads that score above 80 points are five times more likely to convert compared to ungraded leads [4].


Testing for Better Results

The format of your content matters. For example, video case studies have been shown to increase manufacturing lead conversions by 22% compared to text-only content [2]. This highlights how presentation can shape brand perception.


Calculating the True Cost of Conversion

Here’s the formula to determine cost-per-conversion:


(Total Marketing Spend + Sales Enablement Costs) ÷ Number of Converted Leads


For instance, if a company invests $500,000 and converts 200 leads, the cost per conversion comes out to $2,500 [2][4]. This metric is essential for evaluating how well brand messaging reduces sales barriers across different channels.


10. Brand Value Assessment

Lead conversion focuses on short-term results, but assessing brand value offers insights into its long-term impact. This process depends on three key factors:


Core Components

Customer Retention connects directly to the CLV metrics discussed in Section 5, offering a complete picture of brand performance.


Real-World Examples

Take Nike, for instance. Between 2023 and 2024, the company boosted its brand value by 45%. This growth stemmed from an 18% rise in search activity and a 22% acceptance rate for premium pricing [2][3]. Similarly, Adobe's integrated strategy (highlighted in Section 1) demonstrates how aligning efforts can enhance brand value.


Three-Phase Measurement Approach

To measure brand value effectively, organizations typically follow this structure:

  • Digital Indicators: Monitored quarterly
  • Financial Models: Evaluated annually
  • Third-Party Audits: Conducted every two years [2][9]


Connecting Brand Value to Growth

Strong brands often lead to better financial outcomes. An analysis of the S&P 500 shows that companies in the top valuation quartile achieve 3.2 times higher market-adjusted returns over five years [2][6]. The correlation (r=0.79) between brand value growth and shareholder returns highlights the importance of this metric for CMOs.


Current Trends in Valuation

Brands aligned with ESG principles are now seeing valuation multiples that are 19% higher than their peers [2][6]. This demonstrates how ethical positioning can directly influence brand equity.

"Accurate assessment requires blending financial metrics with consumer sentiment data [9]"

To truly capture a brand's worth, companies must combine traditional financial data with consumer perception metrics and digital performance insights. This approach ensures a more comprehensive understanding of total brand equity.


Tools and Methods Comparison

Tracking metrics effectively means using tools that align with your brand's specific goals - from building awareness (Section 1) to evaluating value (Section 10). The right choice depends on your organization's size and measurement needs.


Enterprise vs. SMB Solutions

Enterprise tools, like SEMrush Media Monitoring, offer advanced features and handle large-scale data analysis, making them ideal for bigger organizations. On the other hand, tools designed for SMBs focus on affordability and essential features.

These tools play a key role in measuring metrics like Share of Voice (Section 2) and Marketing ROI (Section 8).


Combining Methods for Better Accuracy

Combining techniques can lead to better results. For example, pairing social listening with surveys improves accuracy by 42% [5]. Integrated dashboards also help keep metrics organized while avoiding overlap.


AI-Powered vs. Human Analysis

For tasks like NPS analysis (Section 3) and social listening (Section 7), a mix of AI and human input often works best. Here's how they compare:

Integration Capabilities

Top platforms like Sprout Social and Brandwatch excel at pulling data from multiple sources. Medallia stands out by linking NPS scores with customer sentiment from support interactions [6], giving CMOs a complete picture of brand health.


Balancing Costs and Benefits

Premium tools require a higher investment but often deliver clear, measurable results.


Focus on Real-Time Monitoring

Modern platforms increasingly highlight real-time tracking, allowing brands to stay ahead in fast-changing environments.


Key Takeaways

Building an effective brand strategy means focusing on the 10 core metrics and prioritizing them based on your business stage. According to Forrester, companies that track six or more metrics see 2.3x faster revenue growth than their competitors.



Strategic Implementation by Business Phase

These priorities are rooted in the interconnected metrics framework discussed in earlier sections.


Data-Driven Success Factors

A balanced approach works best: 70% quantitative metrics (like CLTV and conversions) combined with 30% qualitative insights (such as social sentiment and surveys) [2][3].


Technology Integration Impact

AI-powered tools are changing how metrics are tracked. Current platforms can:

  • Predict NPS trends by analyzing sentiment patterns
  • Automate share-of-voice tracking in over 50 languages
  • Use machine learning to forecast CLTV [4][6]


Cross-Functional Communication

Translate metrics into business-focused outcomes. For example:

  • Brand awareness can be reframed as "Market Footprint Potential"
  • ROI can be presented as "Revenue Per Dollar Invested" [4][6]


Future-Proofing Your Metrics

Automation is shaping the future of brand measurement. Expect advancements in cross-channel sentiment analysis and real-time market share tracking. Nike's recent valuation growth, discussed in Section 10, highlights the importance of these tools [1][3].


Risk Mitigation

Focus on:

  • Engagement metrics instead of vanity metrics
  • Cross-metric analysis for a deeper understanding [1][3]



The secret to success is choosing metrics that match your business's growth stage while staying flexible enough to adapt to changing market conditions.

By Chris Langathianos June 13, 2025
Corporate support for Pride Month is shrinking, and it’s exposing deeper issues. 39% of companies reduced Pride engagements in 2025, compared to 9% in 2024. Pride organizations face massive funding gaps: NYC Pride lost $750,000, San Francisco Pride is down $200,000, and Twin Cities Pride lost $50,000 after losing major sponsors like Target, Comcast, and Anheuser-Busch. 61% of companies blame political pressure, with federal contractors scaling back diversity, equity, and inclusion efforts to avoid government backlash. Younger consumers, especially Gen Z, demand year-round commitment and are quick to call out performative gestures. Brands are now navigating a tough balance between avoiding backlash and maintaining trust. The key takeaway? Companies that show genuine, consistent support will retain credibility, while those retreating risk losing both customers and employees. The Problem: Fewer Brands Participating in Pride Month The financial repercussions of reduced corporate participation in Pride Month are becoming increasingly apparent. Across the country, Pride organizations are grappling with funding shortfalls as brands scale back their support under mounting political and social pressures. Numbers Behind the Decline A recent Gravity Research survey revealed a sharp decline in corporate engagement with Pride events. From 2023 to 2024, Pride participation dropped by 60%, and nearly 40% of companies plan to reduce their involvement even further by 2025 - a dramatic increase from just 9% the year prior [ 2 ][ 7 ]. This retreat is hitting Pride organizations hard. Cities are reporting severe budget deficits: Salt Lake City Pride is short $400,000, which accounts for half its funding; Washington, D.C. Pride is down $260,000; Kansas City Pride is experiencing a $200,000 shortfall; St. Louis Pride is missing $150,000; and Houston Pride is $100,000 in the red [ 2 ]. Once-committed corporate sponsors are pulling back. Companies like Amtrak, Boeing, Citi, Goldman Sachs, Lowe's, Mastercard, Meta, Target, Visa, and Walmart have all reduced or eliminated their Pride sponsorships and donations for 2025 [ 2 ]. Even in Toronto, Google and Home Depot canceled their Pride support just weeks before scheduled events [ 5 ]. The ripple effects extend beyond large festivals to individual creators who depend on Pride-related collaborations. For example, lesbian influencers Ashley and Malori Anthony saw their Instagram sponsorship earnings drop from $14,000 in 2023 to just $1,500 in 2025, with only a single deal from Big Fig [ 7 ]. Similarly, queer influencer Alysse Dalessandro went from three Pride partnerships in 2024 to just one in 2025, earning the same $1,500 [ 7 ]. Trans creator Christopher Rhodes experienced an even steeper decline, securing 20 partnerships in 2023, 10 in 2024, and only one so far in 2025, none of which were Pride-specific [ 7 ]. "Normally this time of year, our company and others are always working on Pride campaigns. Last year there was almost nothing. This year is the same. I think it's going to be a ghost town when it comes to Pride promotions at the start of June." These numbers highlight how political and social dynamics are reshaping corporate behavior. How Political and Social Pressures Affect Corporate Decisions The current political climate has created a wave of corporate anxiety, particularly surrounding Diversity, Equity, and Inclusion (DEI) initiatives. Reports show that 61% of companies attribute their reduced Pride engagement to pressure from the administration, while 39% cite fears of conservative backlash [ 2 ]. This concern is especially acute for federal contractors who worry that openly supporting LGBTQ+ causes could jeopardize their government contracts. "We were already seeing kind of a downward trend. Now, I think that has been accelerated because of the current administration's crackdown on DEI, its broader movement against LGBTQ rights and its seeming willingness to go after companies that might be opposed to some of its policies." The fear of backlash is pervasive: 65% of executives surveyed said they are bracing for criticism related to their Pride campaigns [ 3 ]. This cautious approach marks a stark contrast to the period of bold corporate activism seen between 2016 and 2022. Many companies are still haunted by the financial fallout Target endured after backlash over its LGBTQ-themed merchandise in 2023 and Bud Light’s sales slump following its collaboration with transgender influencer Dylan Mulvaney. Some companies are scaling back their Pride involvement in subtle but significant ways. For instance, 37% of respondents plan to reduce sponsorships for external Pride events like festivals [ 7 ]. Retailers such as Target have shifted from prominently featuring Pride merchandise in all locations to offering smaller collections in select stores with less visible placement. In 2024, Kohl’s launched a Pride capsule collection and donated $100,000 to The Trevor Project, but in 2025, it opted to remain silent on Pride Month. Macy’s continues to support Pride events but has also scaled back on publicizing its efforts. The corporate mindset has shifted dramatically. What was once seen as a valuable marketing opportunity is now viewed as a potential risk. This is particularly striking given that nearly one in ten U.S. adults identifies as LGBTQ+, and almost a quarter of Generation Z identifies as part of the LGBTQ+ community [ 3 ]. With $1.4 trillion in annual purchasing power, the LGBTQ+ community represents a significant economic force. Yet, many companies are willing to risk alienating this customer base in an effort to avoid political controversy. What This Reveals: Measuring Brand Commitment to Diversity, Equity, and Inclusion The recent scaling back of corporate Pride Month initiatives has highlighted a critical truth: how companies react under pressure reveals their true priorities. This shift exposes which brands see diversity, equity, and inclusion (DEI) as an essential part of their identity - and which treat it as a fleeting marketing opportunity. Real Support vs. Marketing Tactics True support for diversity, equity, and inclusion isn’t about seasonal campaigns or trendy gestures. It’s about ongoing, meaningful action. "It separates brands that invest with intention from those that merely chase optics." - Tristan Pineiro, Grindr's Senior Vice President of Brand Marketing and Communications Brands that are truly committed to equity initiatives go beyond surface-level efforts. They maintain year-round partnerships with LGBTQ+ creators, vendors, and agencies, regardless of the time of year or political climate. Internally, they adopt policies that protect and support diverse employees, ensuring their workplace reflects the values they promote externally. On the other hand, some companies reduce public displays of diversity, equity, and inclusion while quietly continuing internal efforts. This approach suggests a calculated, strategic view of DEI, treating it as an asset rather than a core principle. Even more discreet are "silent partnerships", where companies provide financial support to DEI initiatives without public acknowledgment [ 4 ][ 8 ]. While these efforts may have merit, they highlight a divide between principled action and risk-averse strategy. These differences in approach set the stage for real-world examples that reveal how consistent diversity, equity, and inclusion efforts can build credibility and trust. Case Studies: Brands That Stayed Consistent vs. Those That Pulled Back The contrast between brands that uphold their diversity, equity, and inclusion commitments and those that retreat under pressure is stark. Take Costco, for example. In January 2025, the company’s shareholders overwhelmingly rejected a proposal claiming diversity, equity, and inclusion programs were illegal, with 98% voting to support the initiatives [ 9 ]. This decisive outcome shows how a genuine commitment to diversity, equity, and inclusion can foster strong stakeholder backing. On the flip side, 57% of federal contractors have indicated plans to scale back external efforts due to political risks [ 3 ]. This retreat suggests that, for some organizations, diversity, equity, and inclusion support is more about optics than a deeply held value. "Authentic support for the LGBTQ+ community begins with action, not optics. In today's climate, especially for trans individuals, allyship is not a seasonal gesture but a year-round responsibility." - Stacy Lentz, CEO of The Stonewall Inn Gives Back Initiative The takeaway here is clear: brands that remain steadfast in their diversity, equity, and inclusion commitments, even when it’s challenging, are more likely to earn lasting trust. Those that pull back under pressure risk exposing their efforts as superficial, prioritizing appearance over meaningful action. Consumer Response: Growing Skepticism and Backlash As companies pull back their public support for LGBTQ+ initiatives, they've sparked a wave of criticism, particularly from LGBTQ+ consumers and allies. This shift has not gone unnoticed; people are paying closer attention to how brands behave, especially when it comes to honoring their commitments. For younger generations, this heightened awareness has translated into a demand for long-term, authentic support rather than fleeting gestures. Recent data highlights this growing scrutiny. Many consumers now see these retreats as performative allyship - actions that lack genuine support. Social media amplifies this disappointment, spreading it far and wide. For example, NYC Pride faced a $750,000 funding gap after major sponsors like Garnier, Mastercard, and Target withdrew their public support. Other sponsors, including PepsiCo, Nissan, and Citi, opted not to return at all this year [ 3 ][ 4 ]. Target, in particular, faced backlash after scaling back its DEI programs in 2025, which led to the end of its partnership with Twin Cities Pride [ 1 ][ 3 ]. How Gen Z and Millennials Demand Year-Round Commitment Younger generations, especially Gen Z and millennials, are transforming how corporate authenticity is judged. With 21% of Gen Z and over 10% of millennials identifying as LGBTQ+ [ 11 ], these groups represent a substantial and influential segment of the consumer base. They expect more than surface-level support - they want to see brands take meaningful, year-round action. These consumers are skilled at spotting shallow "rainbow marketing", which refers to token gestures like slapping a rainbow on a product without backing it up with real community support [ 12 ]. They demand more: consistent representation, leadership diversity, and genuine partnerships with LGBTQ+ organizations. "Too often, we see brands say they support a marginalized group [without] doing the work within its four walls to build diverse and inclusive teams. Authentic support starts with making sure the LGBTQ+ community is represented on the teams of marketers who are building your brand. They should be there all year round, not just during Pride." - Jeff Levick, Chief Executive of Marketing Consultancy We Are Rosie [ 11 ] This generation’s expectations go beyond marketing campaigns. They want to see LGBTQ+ individuals in leadership roles and evidence of sustained financial and policy support. With nearly one-third of Gen Z identifying within the LGBTQ+ spectrum [ 13 ], brands that fail to meet these standards face swift backlash, often amplified through social media. "Leaning into moments like Pride needs to be really thoughtful and really aligned with an understanding of what that brand's values are and what they stand for. Because if they are not representing an authentic, true commitment, in the way in which they choose to support the LGBTQ+ community all year, as well as within Pride Month, you are going to be hit with pressure from the community saying, 'I don't care you put a rainbow on, don't try to act like you're supportive when you're not.'" - Phil Schraeder, CEO of GumGum [ 13 ] Financial Cost of Insincere Rainbow Marketing The stakes are high. The LGBTQ+ community wields $3.9 trillion in global purchasing power [ 11 ][ 12 ], making their loyalty a critical factor for businesses. Research reveals that 77% of LGBTQ+ consumers actively avoid brands with insensitive advertising [ 12 ]. When brands fail to meet expectations, boycotts often follow, directly impacting revenue. Bud Light’s 2023 partnership with transgender influencer Dylan Mulvaney is a cautionary tale. The collaboration led to anti-trans backlash and widespread boycotts, causing a significant drop in sales [ 1 ][ 8 ]. This incident highlights how superficial gestures can result in lasting financial and reputational damage. The costs of inauthenticity don’t end with immediate sales losses. Brands engaging in shallow support risk long-term harm to their reputations, which can take years to repair. As marketing professor Tyler Milfeld from Villanova University put it: "When brands retreat, they lose on all fronts. They alienate both supporters and critics." - Tyler Milfeld, Marketing Professor at Villanova University [ 6 ] Recognizing these risks, 65% of businesses are now preparing strategies to navigate potential backlash tied to Pride Month campaigns [ 1 ]. But consumers aren’t looking for crisis management - they want brands to demonstrate genuine, year-round dedication to the values they claim to uphold. For companies, the message is clear: investing in sustained diversity, equity, and inclusion efforts throughout the year is not only the right thing to do but also a smarter financial decision. The growing demand for authenticity is reshaping the way brands approach their role in supporting the LGBTQ+ community, making it essential to align their practices with their promises. Solutions: How to Build Genuine Diversity, Equity, and Inclusion Brand Practices With consumer skepticism on the rise, brands need to rethink how they approach Diversity, Equity, and Inclusion (DEI). It’s about moving beyond surface-level gestures and creating meaningful, year-round programs supported by measurable actions and consistent internal practices. Year-Round Programs That Extend Beyond Pride Month Diversity, equity, and inclusion isn’t something to spotlight during specific months like Pride Month - it requires ongoing commitment. Companies with diverse executive teams are 36% more likely to outperform their peers in profitability, making diversity, equity, and inclusion an investment that’s both ethically responsible and financially smart [ 17 ]. To make diversity, equity, and inclusion a year-round priority, businesses need to weave diversity into every part of their operations. This starts with updating HR policies to include gender-neutral language, offering paid family leave, and creating flexible job descriptions that appeal to a broader range of candidates [ 14 ]. Building partnerships with colleges and universities that serve underrepresented communities can also help establish a steady pipeline of diverse talent [ 14 ]. Employee Resource Groups (ERGs) are another key element. These groups not only build a sense of community but also provide essential feedback on company policies. Empowering ERGs to lead initiatives, organize events, and influence decisions ensures their voices are heard throughout the year [ 14 ]. Training and education must also be ongoing. This means offering regular sessions on unconscious bias, cultural awareness, and inclusive leadership. Companies should integrate diversity, equity, and inclusion-focused questions into their interview processes and provide managers with specific training on fostering inclusivity [ 14 ]. Community involvement is equally important. Brands can collaborate with local leaders, host workshops on inclusion, and participate in events that emphasize diversity, equity, and inclusion throughout the year. This kind of consistent engagement demonstrates a genuine commitment, rather than opportunistic marketing [ 14 ]. But how do you ensure these efforts are making a difference? The answer lies in data. Using Data to Track and Improve Brand Commitment Data transforms diversity, equity, and inclusion from well-meaning initiatives into actionable progress. Companies that effectively track DEI metrics can pinpoint gaps, evaluate the impact of their programs, and drive meaningful change [ 20 ][ 23 ]. Without this data, it’s impossible to fully understand the effectiveness of these efforts [ 19 ]. "When done right, DEI metrics are a powerful way to track progress, measure impact, and prioritize initiatives. Instead of only focusing on the numbers, look at the story that the data tells in relation to where you are spending DEI efforts." - Marna van der Merwe, Subject Matter Expert at AIHR [ 18 ] The process starts with setting clear goals and identifying metrics that align with the company’s values. These should include both quantitative data - like hiring trends, promotion rates, and attrition statistics - and qualitative insights, such as employee satisfaction surveys and assessments of belonging [ 21 ][ 23 ]. Together, these provide a complete picture of diversity, equity, and inclusion progress. Regular audits of employee data are essential to understanding the current landscape. These audits should analyze demographic information, pay equity, and promotion patterns to uncover hidden biases [ 23 ]. Broader metrics, such as engagement scores and exit interview feedback, can also reveal how diversity, equity, and inclusion initiatives impact workplace culture. Predictive analytics can even help tackle potential diversity, equity, and inclusion challenges before they escalate. For instance, the British Transport Police used diversity recruiting software to eliminate bias and doubled the number of successful female and minority applicants [ 22 ]. Transparency in reporting is another critical component. Companies like Microsoft, Deloitte, and Google share annual diversity, equity, and inclusion reports detailing workforce composition, progress, and investments in diversity initiatives. This openness builds trust with both employees and external stakeholders [ 25 ]. Of course, these efforts need to be more than data-driven - they must align with the company’s culture and public messaging. Aligning Company Culture with Public Messaging A gap between internal diversity, equity, and inclusion practices and external messaging can undermine trust. With 75% of American adults believing companies haven’t followed through on DEI promises made during the pandemic, alignment is more crucial than ever [ 15 ]. Leadership plays a vital role here. Executives must consistently model inclusive behaviors, from using inclusive language to ensuring diverse representation at all levels of the organization [ 24 ]. "If a business says something is important, align yourself to that goal and make your work relevant to it. Doing so helps people understand your work as critical to what the business is focusing on. Since businesses are always looking at the numbers, aligning yourself to what the business wants means thinking about the data." - Karen Wilkins-Mickey, VP, Diversity, Equity, and Inclusion, Seattle Seahawks [ 15 ] Policy alignment is just as important. Regularly reviewing company procedures ensures they reflect diversity, equity, and inclusion principles in action, not just in theory [ 24 ]. Internal communication should foster inclusion by amplifying diverse voices, sharing stories, and making diversity, equity, and inclusion messaging accessible across all departments. Training on unconscious bias and inclusive behaviors helps embed these values into daily routines. Authentic storytelling is the final piece of the puzzle. Public messaging should reflect the company’s actual culture and ongoing efforts, rather than creating a separate narrative. "The story must be told that we're doing this work. Otherwise, we're just doing it in a vacuum." - Charles Sumpter, Senior Director of DEI, World Wildlife Fund [ 15 ] True authenticity also means avoiding tokenism. Representation must go beyond marketing materials to include leadership roles and decision-making positions. Building diverse talent pipelines and creating advancement opportunities for underrepresented groups requires a long-term commitment [ 16 ]. Establishing genuine diversity, equity, and inclusion practices isn’t just about good intentions - it’s about systemic change, consistent measurement, and aligning values with actions. Brands that embrace this approach can build trust, drive innovation, and create a more inclusive future. Conclusion: Building Long-Term Brand Trust Through Consistent DEI Commitment This year's retreat from Pride campaigns highlights an important truth: Diversity, Equity, and Inclusion (DEI) isn't a seasonal trend. When brands treat it as such, they expose themselves as opportunistic rather than genuinely inclusive. The numbers tell the story. Companies with diverse executive teams are 27% more likely to achieve strong financial performance, while those lagging in diversity are 66% less likely to succeed [ 28 ]. These aren't just feel-good initiatives - they're directly tied to business outcomes. "DEI isn't a PR play - it's a performance driver. When it's sidelined into workshops and pledges, it feels tokenistic. When it shapes who gets hired, promoted, and heard, it builds cultures where talent thrives. Inclusion isn't charity - it's strategy", says an expert [ 10 ]. The workforce is paying attention. A staggering 78% of employees want to work for companies that prioritize diversity and inclusion, with 58% rating it as 'very important' [ 29 ]. For job seekers, 67% consider workplace diversity a key factor when choosing where to work [ 26 ]. Brands that fail to integrate DEI into their core values will struggle to attract and retain top talent. Adobe's approach in 2020 offers a powerful example of meaningful diversity, equity, and inclusion action. Following conversations with Black employees after George Floyd's murder, CEO Shantanu Narayen and Chief People Officer Gloria Chen wove DEI into every aspect of the company - hiring, growth, advocacy, and community initiatives. The results? A Glassdoor score of 4.5 out of 5 and a Just Capital score of 114, far exceeding the industry average of 47 [ 27 ]. "Diversity helps us to question our assumptions and open our minds. When you are continuously open to new ideas, you are more adept at change. It becomes like a well-developed muscle", explains Gloria Chen [ 27 ]. For diversity, equity, and inclusion to make an impact, it must be embedded into every layer of a company - from hiring practices and leadership decisions to product design and daily operations. This alignment not only ensures authenticity between internal culture and external messaging but also sparks innovation. Research shows that diverse teams are five times more likely to innovate and experience a 20% boost in creativity [ 27 ][ 26 ]. The takeaway is clear: Brands that treat diversity, equity, and inclusion as a fundamental business strategy will not only build trust and attract top talent but also drive better performance. On the flip side, companies that reduce diversity, equity, and inclusion to a fleeting marketing tactic risk fading into irrelevance in a marketplace that values authenticity and long-term commitment. Investing in diversity, equity, and inclusion isn't just about social impact - it's about creating a sustainable competitive edge in an increasingly diverse world.
By Chris Langathianos June 2, 2025
In a return to a story that Brandigo first covered in 2014, Market Basket, a New England grocery chain with a history of family disputes, is facing another leadership crisis in 2025. Well-loved CEO Arthur T. Demoulas has been suspended by the board, leading to divided customer opinions and employee unrest. Here's a quick breakdown of the current turmoil: What happened? Arthur T. was accused of resisting oversight and planning a work stoppage. The board claims he acted without accountability, while Arthur T.'s team calls it a hostile takeover. Impact on customers: A survey shows 55% of shoppers plan to boycott the store during the crisis , echoing the 2014 protests that nearly collapsed the company. Employee morale: Internal reviews reveal slipping satisfaction, with only 51% of employees optimistic about the company's future. Bigger issues: Governance problems, succession disputes, and poor crisis communication are fueling instability. Market Basket must act fast to rebuild trust, stabilize operations, and address long-standing governance challenges to avoid repeating its history of turmoil. Data Behind the Brand Problems Customer Opinion and Shopping Pattern Changes The numbers paint a clear picture of Market Basket's current struggles. A Boston.com survey with around 400 participants revealed that 55% of respondents have no plans to shop at Market Basket as long as Arthur T. Demoulas remains on leave [ 2 ]. Social media reactions are just as divided, with customers passionately aligning themselves on either side of the debate. This turmoil comes at a particularly challenging time. With many shoppers keeping a closer eye on their budgets, any disruption at a low-cost retailer like Market Basket could have serious consequences. Customers are especially wary of changes that might affect the store's reputation for low prices, making it harder to maintain loyalty during such a volatile period [ 2 ]. The echoes of Market Basket's 2014 crisis are hard to ignore, with some customers already calling for boycotts, showing just how deep the divide runs. This external tension mirrors internal struggles, as employee feedback also highlights a growing sense of instability. Employee Satisfaction and Turnover Data While customer sentiment reflects growing distrust, internal data reveals management issues that can't be overlooked. Glassdoor ratings for Market Basket stand at 3.6 out of 5 from 1,373 reviews, though this score has dropped by 1% over the past year [ 3 ]. These numbers suggest that employee satisfaction is slipping, adding another layer to the company's challenges. Employee loyalty shows mixed results. 59% of employees say they would recommend Market Basket to a friend, but only 51% have a positive outlook on the company's future [ 3 ]. This uncertainty underscores the impact of the ongoing leadership crisis on morale. Pay and benefits are recurring pain points. Employees rate compensation and benefits at 3.1 out of 5, with many citing low wages and poor management as common complaints. On the flip side, positive feedback often highlights flexible hours and the camaraderie among coworkers [ 3 ]. Interestingly, conflicting data paints a more positive picture. Another Glassdoor report gives Market Basket a higher rating of 3.8 out of 5, with 79% of employees recommending the company to a friend and 93% approving of the CEO [ 6 ]. These discrepancies suggest that employee sentiment is highly reactive and may shift based on recent developments, such as the current leadership uncertainty. Leadership plays a critical role in employee satisfaction. According to broader workplace trends, 75% of employees who voluntarily leave their jobs do so because of issues with their boss, while 79% cite a lack of appreciation as a key reason for quitting [ 4 ]. For Market Basket, the leadership crisis could pose a serious threat to retaining its workforce. The company's philosophy emphasizes teamwork, encapsulated in their belief that: "We are all equal and by working together and only together do we succeed" [ 5 ] However, this principle is being tested as employees face the uncertainty surrounding the suspension of their CEO. How well the company navigates this period will likely determine whether it can maintain its team-oriented culture. What Caused the Crisis Management and Leadership Problems The turmoil at Market Basket largely stems from deep-rooted issues in corporate governance. At the center of the storm is Arthur T. Demoulas, whose leadership style has long been criticized for lacking oversight and accountability - a concern the board has raised repeatedly over the years. Board Chairman Jay Hachigian didn’t mince words when addressing the situation: "Mr. Demoulas has acted for years as if he owns the entire company and can make every decision, big and small, without discussion or accountability to anyone. He has essentially hijacked this company for himself, and when the board put its foot down, he started to make plans to boycott and harm the company. It's simple: he wants it his way or no way. And that's not the way a CEO and minority owner like Arthur can be allowed to continue to conduct himself." [ 7 ] The ownership structure of Market Basket paints a clear picture of imbalance. Arthur T. Demoulas holds only 28% of the company, while his three sisters collectively control a dominant 60% share [ 7 ]. Despite being a minority owner, Arthur T. often bypassed the board, making unilateral decisions that fueled internal tensions. One of the key flashpoints was his resistance to succession planning. He pushed to appoint his children to leadership roles without consulting the board and failed to submit a company budget for over five years [ 7 ][ 8 ][ 10 ]. The situation reached a boiling point when the board accused him of orchestrating a potential work stoppage after it demanded greater access to key employees [ 10 ]. These governance failures not only strained internal relationships but also set the stage for a communication breakdown during the crisis. Poor Crisis Communication The leadership struggles were compounded by Market Basket's inability to manage the crisis effectively through communication. When the crisis unfolded, Arthur T. Demoulas’s spokesperson, Justine Griffin, escalated tensions by labeling the board’s actions as a “hostile takeover” and dismissing their reasoning as a "farcical cover" [ 9 ]. On the other side, the board framed its actions as necessary for ensuring proper corporate governance. However, Market Basket's lack of a strong digital presence and a proactive communication strategy left the company ill-equipped to control the narrative. This vacuum allowed negative perceptions to spread unchecked. Board member Steven J. Collins attempted to redirect the focus with a statement emphasizing the company’s broader role: "Market Basket stores are community anchors. The board must act in the company's best interest to preserve our future." [ 11 ] Despite these efforts, the company’s messaging failed to address the concerns of employees and customers, who were already disheartened by another public clash within the Demoulas family. The absence of a well-thought-out crisis communication plan, coupled with ineffective internal communication, only deepened the uncertainty and eroded trust among stakeholders. Recovery Plan for Market Basket Market Basket needs to act swiftly to rebuild trust and restore its reputation. The key to recovery lies in addressing three critical areas: repairing relationships with employees and customers, restructuring its management practices, and adopting data-driven strategies to prevent future crises. These steps can help reconnect the company with its stakeholders and set the stage for a stronger future. Fixing Relationships with Employees and Customers Rebuilding trust starts with acknowledging past mistakes. Market Basket must address the internal conflicts that have impacted its workforce. This means fostering open communication, providing regular training, and offering performance-based incentives to re-engage employees and rebuild morale [ 13 ][ 14 ]. At the same time, a well-designed customer loyalty program can help win back shoppers. Focus on offering simple, tangible perks that deliver real value [ 12 ][ 13 ]. Statistics show that loyalty programs resonate strongly with consumers. Over 60% of U.S. shoppers are willing to pay for memberships that include exclusive perks and better experiences. This appeal spans generations, with 71% of Gen X, 70% of Millennials, 63% of Baby Boomers, and 62% of Gen Z expressing interest [12]. Additionally, customers who redeem rewards can generate 15–25% more revenue annually, and loyal customers are 88% more likely to make repeat purchases [ 12 ]. Jeffrey Casullo, Senior Manager at Monitor Deloitte, highlights the importance of simplicity in loyalty programs: "simplicity and ease" are more important than "personalization" for loyalty users [ 12 ]. By focusing on easy-to-understand rewards, maintaining clean and inviting stores, and improving the overall shopping experience [ 13 ], Market Basket can rebuild customer confidence and encourage long-term loyalty. Updating Management Structure Market Basket must address its governance challenges to create a stable foundation for the future. This includes clarifying leadership roles, implementing independent oversight, and establishing a formal succession plan. Leadership training, transparent decision-making criteria, and neutral conflict resolution processes are essential to separate family disputes from business operations [ 15 ]. Regular communication forums with clear agendas and documented outcomes can further improve governance. These forums ensure that leadership remains aligned on priorities and that both board and customer concerns are addressed effectively. Using Data to Prevent Future Problems Data analytics can play a key role in identifying and addressing potential issues before they grow into larger problems. Market Basket can use differential market basket analysis to review customer purchase patterns, optimize store layouts, and refine marketing strategies [ 19 ][16]. Predictive analytics and association rule mining can help the company spot emerging trends, improve cross-selling opportunities, and design effective promotions. Integrating AI tools can also provide real-time insights into customer sentiment [ 16 ][ 17 ][ 18 ][ 19 ]. Joe Bogner from INSIGHT2PROFIT explains the value of market basket analysis: "Market basket analysis mines historical patterns in customer behavior to better inform your business in how to best nurture the health and wealth of your customers" [ 17 ]. This approach is particularly impactful, as even a modest 5% boost in customer retention can result in a profit increase of 25–95% [ 17 ]. By leveraging data effectively, Market Basket can make informed decisions that benefit both customers and the business. What We Learned and Next Steps The recurring governance crises at Market Basket highlight the importance of clear succession planning, strong stakeholder alignment, and independent oversight. These takeaways provide a framework for fostering long-term brand strength, as explored below. Main Lessons from Market Basket's Problems Market Basket's challenges offer several key insights. Family businesses must prioritize structured succession planning to avoid leadership disputes. For example, Arthur T. Demoulas's insistence on unilaterally appointing his children as successors underscored the risks of resisting formal transitions [ 8 ]. Effective stakeholder alignment can become a strategic advantage. During the 2014 crisis, Market Basket's sales plummeted by over 90% due to employee protests and customer boycotts [ 1 ]. Yet, by 2022, the company had rebounded to become the top-performing retailer in the U.S., with unmatched customer retention [ 1 ]. This recovery was fueled by employees' sense of ownership and commitment to the brand's success. MIT Sloan Adjunct Associate Professor of Operations Management Zeynep Ton encapsulated this principle: "People are not a cost, people can be a strategic asset" [ 20 ]. Governance structures must separate family interests from business operations. The current crisis exposed critical governance failures, underscoring the need for independent oversight, clear decision-making processes, and impartial conflict resolution mechanisms. Additionally, robust crisis communication is vital. When internal disputes become public, the resulting uncertainty can destabilize an organization. Store manager Jamie Cunneen reflected this sentiment, saying: "Mr. Demoulas, ATD, is the heart and soul of Market Basket. Everything that this place is built upon, it's him" [ 8 ]. Building Long-Term Brand Strength Customer loyalty and employee satisfaction data emphasize the urgency of turning these lessons into actionable strategies. To ensure lasting success, Market Basket must focus on institutionalizing reforms. Distributed leadership and formal governance are essential to shifting from reliance on individual personalities to sustainable systems. As MIT Sloan Seley Distinguished Professor of Management Deborah Ancona notes: "Distributed leadership works. Loyalty breeds loyalty. You need leaders at the top, at the middle, and at the bottom" [ 20 ]. Empowering the community through an inclusive organizational culture further enhances resilience. Market Basket's approach of valuing both employees and customers has been instrumental, as demonstrated by its 2012 operating margin of 7.2%, which outperformed Walmart's 5.9% [ 21 ]. Finally, building long-term relationships requires consistent dedication to all stakeholders. Market Basket's ability to maintain customer loyalty during crises proves that enduring brand strength relies on robust systems rather than individual leadership. For Market Basket and similar companies, the way forward lies in transforming personal loyalty into institutional resilience. By establishing solid governance structures and fostering a collective organizational culture, businesses can better navigate challenges and secure long-term success.