Posts Tagged ‘CEO’
Last time we talked Brand Council, it was about who should be on it and what the Council can do to inform the strategic decision-making in a company. The Brand Council should bring a brand lens to organization-wide decisions and activities to ensure adherence to the brand promise and to protect and build brand value.
How to “turbo charge” your Brand Council
1. Define the right Mandate for your organization
I would suggest that your Brand Council clearly articulate its mandate and have the authority to hold your organization’s people accountable for decisions, actions and behaviors that align with the brand.
The mandate can be simple, “To consider corporate decisions from the point of view of their impact on and alignment with the brand.” Or it can be elaborate, “with tactical objectives and metrics to evaluate business decisions.” Your mandate should also specify the rules and conditions under which issues are brought to the Brand Council for discussion, resolution and communication to the broader organization.
“Our expectation is that the Brand Council be a stakeholder-led control and implementation of the brand against a clear set of guidelines.” – Managing Director, Leading European retailer
2. Meet regularly
Frequency and continuity are vital to institutionalize the Brand Council into your organization’s culture. To establish continuity, the Brand Council should meet at least once every quarter on strategic issues and even more frequently on tactical issues.
In addition to regular meetings, the Brand Council should have the flexibility to convene as the need arises. For example events or operations that impact the brand, responses to recent competitive and/or internal developments such as analyst report releases, new hires, customer satisfaction surveys, etc.
3. Be “brand-centered”
a. Your brand must have a high profile inside your organization. This responsibility typically lies at the door of the C-suite. C-level managers must maintain a high profile for your brand by making a business investment in the brand and supporting the investment by demonstrating a personal pride in what the brand stands for. Simply stated, they need to lead by example in living your brand.
b. Your brand lives beyond marketing. View brand building as a holistic organizational responsibility as opposed to the duty of your marketing department. The functional areas and business units within your organization need to understand, through their leaders on the Brand Council, how they contribute to brand value.
4. Inspire your organization through Brand Ambassadors.
“The key is to ensure that the Council is controlling the brand, but also that it provides the freedom to work within a defined set of parameters.”
– Managing Director, Leading European retailer
The Brand Council also guides and manages the activities of your Brand Ambassadors. Your employees can make or break your brand. When properly inspired and empowered, your Brand Ambassadors will lead your employees to make the brand thrive within your organization and, ultimately, with your customers.
Potential bumps in the road
1. A lack of consensus on the importance of the brand to the organization
The Brand Council is a holistic representation of the organization. Therefore, its members, regardless of functional area, should believe in the brand as a vital corporate asset that merits the time, discussion and collaboration of the organization’s senior leadership.
2. The absence of a clear mandate
Branding can be abstract, even to experienced leaders and managers. Part of the Brand Council’s function is to educate its members and the wider organization about the role and potential value of the brand. A clear, well defined and well communicated Brand Council Mandate ensures that the organization understands the purpose of the Brand Council and the value it can bring.
3. Infrequent meetings
A lack of regular Brand Council meetings hinders the momentum on brand-related discussions and sends the message that the brand is a lower business priority.
4. The absence of C-suite support
C-suite support of the Brand Council is critical, especially at the outset, in order to give the Brand Council the credibility and visibility it needs to enable effective strategic brand decisions. Without this support, the Brand Council runs the risk of losing relevance among the organization’s functional leaders.
5. A highly fragmented organizational culture
Structure that favors operation in “silos” over enterprise-wide communication and collaboration. Here’s a real quote about how people throughout an organization often use the brand in the wrong way, creating dilution and eroding its power:
“People want to re-interpret and re-invent things.” – Managing Director, Leading European retailer
Organizations predisposed to working as autonomous functions, divisions or markets will need to commit themselves to greater intra-company collaboration in order to benefit from creating a Brand Council.
6. Incomplete execution on Brand Council decisions
Like any organization and its functional areas, the Brand Council should be evaluated on business results. Leadership can only make this assessment if the organization consistently executes on the Brand Council’s decisions, and monitors the resulting impact on performance.
This concludes our three-part series on the Brand Council. In short, the Brand Council oversees the activities whereby the brand contributes to shareholder value. When your Brand Council guides business activities to align with the brand promise, your organization will benefit from satisfied customers. Over time, consistent and satisfying brand experiences will transform satisfied customers into loyal customers, which, in turn, helps you secure and grow future earnings and create economic value.
What are your thoughts about Brand Councils?
Does your organization utilize one and is effective?
Would you agree with or refute anything I’ve mentioned in these posts?
Who is part of the Brand Council and what are its functions and processes?
Last time, we talked about why almost all companies, technology companies especially, need a Brand Council. Technology companies in particular struggle to enhance the value of their brands by aligning their activities to deliver a fulfilling customer experience beyond the functional and/or technological benefits they offer. All genres of technology are being replicated more and more quickly each year, and customers are getting more and more sophisticated.
The beautiful and invaluable thing to remember about a great technology brand is that it can’t be copied.
Constituting a Brand Council for technology-focused companies
We suggest following two guiding principles to determine who should be a member of your Brand Council:
1. Your Brand Council should have a senior representative from each functional area, since all areas impact the delivery of your brand promise, including:
· C-suite management
· Human Capital Resources
· Public/Investor Relations
· Research and Development
We recommend that you also retain an external consulting partner to maintain an objective point of view and provide your Brand Council with current and top branding strategies.
2. A member of senior management should be your Brand Council Leader. This individual should represent the importance and visibility that your organization wishes to give to the brand. We recommend a CEO or COO. The Brand Council should also have a Chair who is responsible for setting the agendas and directing the meetings.
The Brand Council provides strategic brand governance in five categories:
1. Creation/management of the brand
2. Challenges and opportunities for the brand
3. Brand compliance
4. Brand measurement and refinement
5. Brand culture
Beyond “Logo Police”
Following are the types of issues that you may encounter in your Brand Council, grouped into the five categories introduced above.
1. Brand Creation/Brand Management
a. Alignment between business strategy and brand strategy
What is our business strategy, including our short- and long-term business objectives? How does the brand strategy bring this business strategy to life?
b. Business objectives formulation and assessment
How can we leverage the brand to achieve our business objectives (i.e., revenue growth, cost reduction, market share growth, etc.)? How have these objectives changed in the last year/quarter and what impact could these have on the brand?
c. Product and /or service portfolio decisions
Which products/services complement the brand direction and, therefore, warrant a current or future investment? Conversely, which products/services should be rationalized because they no longer match with the brand promise? What is the best ongoing process to review our portfolio?
2. Brand Opportunities and Challenges
a. Operational choices and decisions
How should the brand promise guide everyday operational issues and/or decisions (e.g., work quality, defect rates, product design, response times, communication gaps, product line or service gaps)? Conversely, how do these operational issues and/or decisions affect the brand?
b. Customer targeting
Which new customers are most likely to benefit from the values, objectives and promise that our brand stands for?
c. Merger and acquisition evaluation
When evaluating potential mergers or acquisitions, which organization(s) would complement our existing brand promise? How do these organizations fit into our existing portfolio? What would be the brand implications of merging with or acquiring these organizations? How can we manage the brand to maximize value for an upcoming liquidity or merger event?
d. Prospective partner assessment
Which potential co-branding partnerships will align with our brand promise and values? Which of these partnerships might be most beneficial for building brand equity?
e. Competitive analysis and response
How does the brand help us differentiate ourselves and de-position our competitors? How can the brand dictate our response to competitive activity?
3. Brand compliance
How do advertising, communications, signage, online and other applications of our identity (e.g., logo, visual vocabulary, language and tone of voice) align with our guidelines for consistent brand expression? Should there be differences in brand expression in the organization and, if so, what are these differences? What are the challenge areas (e.g., too many versions of the logo, inconsistent execution across applications) in the expression of the brand?
4. Brand measurement and refinement
General brand assessment What is the state of the brand (e.g., metrics definition and tracking, findings and implications from any recent brand research, recent media mentions, share of brand choice, etc.)? How do we measure the brand’s performance against the competition in a changing marketplace?
5. Brand culture
a. Brand culture assessment
How deeply are our employees engaged with the brand? How well are our brand attributes being embraced internally to help shape desired behaviors and attitudes? What new programs should we develop to keep people engaged and “living” the brand?
b. Customer touchpoint management
How well have the multiple interactions that customers have with the organization been considered and aligned with the brand? Have touchpoints been mapped and analyzed for improvement so that investment can be directed to those that have the greatest potential for positive impact on the customer experience?
Next time, in Part 3 of 3, we’ll look at specific ways to turbo charge your Brand Council, and pitfalls to avoid.
I recently read an article in BusinessWeek entitled, “Tech: The Return of Risk Taking”, it’s one of the most positive technology outlooks I’ve seen in a very long time. Basically Spencer E. Ante says, the worst of the recession is over, and it’s time to prepare for better times. Mark M. Zandi chief economist of Moody’s Economy.com predicts 4% growth for 2010 and 10% in 2011 for IT spending. Although I love the optimism, I’m not sure these outlooks are fully in tune with the entire market, especially the mid and small segments.
So, the good news is that something is finally happening. Dell’s deal for Perot Systems, eBay’s sale of Skype and Adobe’s purchase of Omniture are certainly big events for the technology sector. When the big brands start to excite the market with M&A activity, the middle market and smaller entrepreneurs will follow, but that’s going to take a while. Mid and small markets were hit the hardest and are still in operational reduction mode or stabilization mode to say the least.
But if history is any indication, America’s “Challenger Brand” mentality will prevail, especially in the technology market. I personally believe America’s brand reputation is tied not only to our technological competitive advantage but also to new and ever changing communication technology. American brands must continue to reinvent themselves to remain competitive. Lets face it, the days of leading the global economy with automobiles, electronics and commodity products are over. New rules have taken over old business models. Now, it will take courageous companies that are willing to create new categories, competitive advantages, and most importantly to take “Risk”. Yes, Risk.
This brings me to a discussion that’s happening in most every board room these days. When should we begin to reinvest in gaining market share and presence? Whether you drive your organization from an intuition based philosophy or calculated strategic risk mentality, one thing history can prove is that companies that get out into the market first reap the rewards. You’ve heard all the case studies, but do you really buy into the concept and are you willing to bet your reputation on it?
Bottom line, executives and marketers must be ready for recovery and smart ones will take risks to get ahead quicker. Nothing like a recent history lesson to validate a concept; As the 2001 recession began to rebound, the tech marketing investment (around 6%) outpaced the growth which ended up close to 5%.
That said, I have put together a quick check list of things for you to consider in your 2010 planning.
1. Create multi-tiered strategies with quarterly triggers:
Face it, the days of creating three to five year plans are a thing of the past. New rules dictate visibility of 24 months with a clear picture of Risk/Rewards scenarios on a quarterly basis. Build strategies that err on the aggressive side but are sound enough to back off slightly (no, not stop) if your budget gets squeezed.
2. Stay away from the “start and stop” syndrome.
Don’t put your company in jeopardy by starting and stopping your programs. You send mixed messages to the market and employees. It’s critical to maintain confidence in the leadership team during these uncertain times. Changing your mind frequently is not a strategy.
3. Get the story right. Bring it to life.
Remember, somebody has hit the restart button. Most markets have changed. Be realistic. You must have a clear picture of your current value proposition and competitive advantage. Don’t put your company in jeopardy by investing in a tired or irrelevant message. Stop, reset and validate your brand strategy. Maybe it’s time to rebrand?
4. Try something new. Nothing risked is nothing gained.
If there was ever a time to try something new, it’s now. Consider the change in customer behavior. The social media explosion has brought the customer smack dab into the middle of the conversation and influence. Traditional media ideas have left the building. Every statistic you read says digital media budgets are replacing traditional spending. If you have not built a new customer acquisition strategy/plan with digital media as a primary consideration, now is the time. The risk of not trying is greater than the risk of getting out there.
5. Re-Energize your staff.
It goes without saying, these are tough times for the American workforce. Your employees are under incredible pressure to deliver. Most organizations look radically different than they did a year ago. Take time to fully engage employees in your strategy and align them with the key initiatives. (Alan’s engaging employees slide deck). You can’t afford the risk of having employees standing on the side lines. Celebrate every positive win possible and remember when business was fun.
So, as 2010 approaches, what’s your risk strategy? What will you be doing differently? I’d love to hear?
Why now is the time for executives and leaders to closely re-examine the health of their organizations and brands
Face it, 2009 was over for most businesses in October of 2008. The financial crisis, capital crunch and brittle confidence of customers caused business strategists and planners to pull back any future investment considerations in 2009. Everyone froze, waited and watched. We’re still watching. Now is the time to start leading.
Most American corporations have had to seriously re-invent or re-engineer themselves operationally just to stay alive and relevant in their markets. Flat became the acceptable up. I don’t know of one CEO that hasn’t been forced to make significant changes or make fundamental shifts that may have taken them many years to complete if not for the financial crisis.
Bottom line, American businesses have been bent out of shape. We’re out of alignment. Bordering on tampering with irrelevant value propositions. The broken promises of iconic brands have driven customer confidence to an all time low.
If American business is going to re-cover or re-bound in the near future, CEOs and executives need to quickly assess what the last months have done to their business and get down to serious creative planning for 2010. Start by driving your 2010 planning process with fresh, relevant insights. You don‘t have to over complicate your thinking process. Make it simple. Start by asking yourself a couple of revealing questions:
1. What have we become?
2. What’s possible now?
And remember, think Big. Use this opportunity for positive change.
1. What have we become?
Start with the internal realities.
Here’s a mind-set to consider. Throw out most of what you have learned about your company. The most important information is about “Now,” and the current perception and ability to deliver on a differentiated value proposition. Don’t rely too heavily upon historical data to drive your moving forward strategy (too much has changed). Now is the time to get a quick fresh perspective, and you need to start with getting a handle on internal realities. If you don’t have a clear handle on the internal perceptions how can you attempt to articulate the moving forward strategy? Get current quick. You have to know where the organization is misaligned in order to repair it. It’s the major premise of this blog post, and it’s not that difficult. Start with a simple survey to understand the view of the organization as it relates to strategy, structure and execution. Create your own survey at www.surverymonkey.com or reach out to existing tools such as www.strategicbrandassesment.com. Bottom line, you need to drive the strategy from a fresh, contemporary and quantitative point of view. The results from this exercise should be your platform for developing an internal operations strategy for success and an employee communication plan to re-engage employees.
2. What’s possible now?
You’ve got to be current.
Look back at your strategic plan before October of 2008. Does it look a little different today? Of course it does. Think about the people you had then and who is supporting you now. That’s why it’s critical to articulate a convincing moving forward strategy based upon current views of what the market is giving you today and where you want to take your business in the future. Start by answering a few fundamental questions that will guide your thinking:
a) Are we in the same category of business or has it changed? Conduct competitive mapping.
b) Is the current value proposition relevant? Explore new positioning.
c) What is the market saying about us? Conduct a perception study to determine the right brand strategy.
d) Do our customers still love us? Conduct a customer loyalty study so you’re not caught off guard. Develop a specific customer communication (lifecycle) plan to insure alignment.
e) Is the sales force engaged and telling a consistent story? Just interview them, you’ll know.
With these fresh insights you are ready to enter 2010 planning with a clear understanding of the health of your organization. Remember before you can fix anything, you have to know what’s broken and what’s working well. Who knows what 2010 will bring, nobody has a crystal ball, but if you start by asking the right questions, you’re bound to find new intelligent answers.
But that’s just my opinion, what’s yours?
In the B2B technology world the question of “who is control of the company brand” would be answered traditionally in the following ways: Some experts argue the brand should be “owned” and controlled by the CEO and supported by marketing. Others believe it is the role of marketing to control the brand strategy and delivery of communications. And others might say the entire organization controls the brand. Bottom line, it really depends on the philosophy of the CEO or executive team. But I’d like offer a different point of view.
There has been a radical shift over the last several years as to who is really controlling brands. And if you guessed the customer and market, you are well ahead of the game. Think about it, the days of push marketing and market acceptance have been replaced with customers’ ability to socialize experiences, thoughts, interactions, perceptions and ultimately recommendations. You’ve seen all the facts: advertising is down, newspapers are going out of business, commercials are being passed by with digital recorders and trust with brands is at an all time low. I read an outstanding article in Strategy+Business entitled The Trouble with Brands. Its findings are sobering to say the least.
Bottom line, customers and consumers don’t trust most brands. Chalk it up to years of companies, brands and people not being honest, not delivering on their promises and the media sensationalizing every negative opportunity possible. B2B customers and consumers have now become a driving force as it relates to real time brand communication and interaction. One wrong slip up and your company or brand is spot and center. On the other hand, it also presents wonderful opportunities for brands to answer the new needs of communication and brand affection. Corporations and brands must face the fact that the ability to control their brands’ destiny must be managed a different way. So, how can B2B companies take advantage of this new era and reap the benefits of these new opportunities? Here’s a few things to think about:
1. Establish your philosophy. Let it be known.
First of all, CEO’s and executive teams need to get together to discuss this radical shift and determine a point of view and philosophy that can help drive the actions of the entire organization. Keeping your head in the sand is not a strategy. Understand the evolved Eco-System. If you haven’t mapped out the entire eco-system and how it has changed and is being influenced, you may want to step back and take a fresh look. You’ll be amazed at how customers navigate through the sea of choices and information. How you engage and respond is critical.
2. Start stretching. You’ve got to be flexible.
Just like any well conceived plan, you’ve got to have a fresh strategy that addresses these new rules. You can’t rely on traditional approaches alone. Remember, things change incredibly fast in this new world. You must develop a strategy that’s flexible and adaptable.
3. Take advantage of change. Rethink your structure and resources.
Step back and consider how you are structured to address the market. Now is the time to rethink the most effective and efficient ways to meet these new needs. Look for talent that understands this world or get your people educated. Your beliefs will set the tone for change.
4. Content is King. How interesting can you be?
No matter what anyone tells you, no program will be successful unless the content is relevant, fresh and impressive in the eyes of the audience. This is your point of differentiation. Your voice. Choose your content wisely. Pushing bad content or boring communication works in reverse. It will damage your brand.
It’s not often we experience such radical shifts in business (especially in communications). Use this opportunity to create something wonderful. It’s your role to inspire people to think about the possibilities. Put your toes in the water, create amazing things. Amaze yourself.