How Visual Brand Identity Shapes Consumer Response

ABSTRACT Most brands are represented visually in print advertisements, and these visual representations must consistently identify the brand to the consumers who encounter it. At the same time, some of the particular visual elements used to represent the brand must change over time, because it is not acceptable to run the same ad year after year without refreshing its visual content. To explore these issues, a qualitative exploration was conducted with ad agency art directors and ordinary consumers. The focus was the criteria used by each group to determine when changes in the visual representation of the brand succeed, by staying consistent with the brand's identity, or fail, by violating expectations. Professionals, with their greater aesthetic sensitivity, had a more narrow latitude of acceptance for changes. A follow‐up experiment with consumers showed that aesthetically aware consumers were likewise more sensitive to alterations in visual brand identity than consumers for whom aesthetics were not central. Results are interpreted in terms of assimilation effects and degree of incongruity along with the moderating effect of aesthetic skill.