Posts Tagged ‘customer experience’
Part 1 of 3: What is a Brand Council, and why tech companies need them
It is now commonly understood that brands represent significant corporate value and are among an organization’s most valuable assets. This value has been demonstrated in brand valuation rankings and acquisition prices worldwide.
Properly created and managed, your brand helps generate operational and economic value by:
- Enhancing awareness, consideration, trial and loyalty
- Adding value to your offering beyond price or technology, both of which can be copied
- Attracting and retaining customers with an engaging promise and experience
- Guiding and informing business decisions and activities
- Attracting and retaining top-tier talent and partners
- Easing entry into new markets
- Commanding price premiums
- Facilitating brand extensions into new products and categories
One of the most pressing challenges we address with clients is how to make business decisions that are consistent with their brand. Technology companies especially 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.
Consider the following questions:
- Our tech firm has developed a new offering/product/service. Do we need a separate brand? Why or why not?
- One or more aspects of our performance may be hurting our brand image. How can we prioritize where we should take corrective action to protect and build our brand?
- We’re considering a merger, partnership or divestiture. How might that affect our brand(s)? How do we assess which brands to use, how to transition them, over what time period, and why?
Your organization is collectively responsible for creating an expected and consistent brand experience. The challenge becomes how your organization, with its multiple layers, multiple divisions and multiple markets, comes together to address the strategic and tactical issues related to brand management.
The Brand Council defined
A Brand Council is a leadership group, led by the CEO and representative of your larger organization, with one mandate:
To ensure that business strategies, processes, decisions and actions are aligned with the brand’s positioning and values – namely, your organization’s unique promise of distinction.
This, in turn, focuses the entire organization on delivering the fulfilling customer experience that secures loyalty and future earnings. Apple’s brand practically guarantees that every new product or partnership will meet with huge demand, forgiveness for mistakes and general success. Apple has a top secret Brand Council, led by Steve Jobs and other key leaders, whose job it is to steward the brand, and with it, Apple’s success.
The Brand Council provides strategic brand governance in four 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
Next week, in Part 2 of 3, we’ll look at the specific makeup of Brand Councils around the world, the 5 functions they typically perform, and the process by which they do it.
In the final installment, in Part 3 of 3, we’ll look at specific ways to turbocharge your Brand Council, and pitfalls to avoid.
Why are many brands unintentionally hijacked by their own people and strategies?
There have been many papers and books written on the importance of brand alignment, employee engagement, brand adoption, call it what you may. So, why do so many companies still suffer from poor employee morale, low retention, misalignment, performance fatigue and the inability to make good on their brand promise?
To answer the question, all you need to do is look at the typical business eco-system – its structure, interactions, systems and most importantly its accountability and philosophy. For the most part, business in America is built in a departmental fashion, and the larger the company becomes, the more susceptible it is to falling into a “Silo” mentality. Obviously the “Silo” effect works against the principle of being aligned, collaborative and fully informed. When the right hand doesn’t know what the left hand is doing, they are left to their own interpretation and often work against the brand’s best intentions.
Structure is the next problem. The biggest problem here is, who is really in charge of pulling the entire picture together and reporting on its effectiveness. HR deals with internal issues, marketing controls brand, operations tries to deliver the goods and sales. So the problem is not only that “Silos” are not conducive to collaboration, but that structures typically are not built to orchestrate a bigger picture mentality and understanding of the customer experience, the internal experience and how it’s being perceived and delivered.
In addition, companies often fail to develop well thought out interactive/collaborative processes to foster “informative decision making” internally and externally. Yes, most companies have some loosely defined collaborative meeting structure but most don’t monitor the internal brand working relationship to the external delivery. Again, people and departments are left to make decisions without confirmation of alignment to the overall strategies.
One of the biggest disconnects we often experience is the division and disconnect of Marketing and HR. So often these departments work on their own strategies without coming together to fully agree and embrace how the communication content is generated and distributed. We find that successful companies and brands that co-develop strategies and shared systems experience greater unity and brand performance.
So, if you’re looking to increase the morale of your organization, improve retention, or better deliver on your customer experience and brand, here’s a few things to think about:
1. Have a holistic view. Don’t develop brand strategies as it relates to your brand experience strictly in a departmental fashion. Bring department leaders together to truly understand the internal/external workings of the brand. Develop a brand council comprised of your department leaders, to guide, instruct and monitor the internal and external brand experience.
2. Say NO to “Silos”. If this is an issue, break it down now, it will only get worse. Especially make sure Marketing and HR are collaborating in strategy and the development of monitoring metrics (and don’t leave out operations).
3. Continual innovative communication. I know it sounds obvious but people need to hear strategy over and over to get it. You must reinforce the importance of the organization to nurture and foster brilliant internal communication and to have external proof that the brand is performing to its intended standards.
If you follow these simple rules, you’ll reduce the chances of your brand being hijacked by its own people. But that’s my opinion, what’s yours?