Eight Critical Brand Health Questions You Should Be Asking
Perhaps the most enjoyable part of my job is helping B2B clients “brand” their companies, products (or services) and create a personal brand for executives. I’ve written a lot about the subject of branding, including my recent article for CustomerThink titled, Six Steps to Ensure Your Brand Strategy Supports Your Lead-to-Revenue Framework. Because this subject is so critical to most company’s revenue and growth, I thought I would share answers to eight critical branding questions that directly affect the health and well-being of your company:
- How important is brand health to my company’s success? My obvious answer, with a few exceptions, is that it is extremely important. As a former colleague once told me, “Do you think it would sell as well if they called it ‘cold dead fish’ instead of sushi?” Great companies work hard to create and maintain a positive brand image and it pays off big time. Visit the Brand Health Scorecard for a quick way to measure your brand health.
- What can we do if we sound just like everyone else? The first answer is: Don’t be like everyone else. The second answer is: Do whatever it takes to differentiate your company, products and services from a marketing perspective and then go make this happen company-wide. But don’t change the branding if you aren’t prepared to make the other changes that reinforce the brand.
- Should we brand using a narrow or wide focus? Most of the time we advocate a more narrow focus. As they say, there are “riches in niches”. However, there is a big caveat. Don’t brand yourself so narrowly that it boxes in your ability to expand in the future. This can be a delicate balance that requires a lot of time and attention.
- What are the biggest branding mistakes companies make? I see so many mistakes that it’s hard to pick just a few. Perhaps the biggest is failing to take the issue seriously and complete due diligence on your brand decisions. Many go forward with a weak or even a harmful brand. Another fatal flaw is to let ego override a good branding advice – e.g. “I don’t care what the experts say, I want to name this company after my dog.” Don’t laugh – this type of thing happens every day. A third mistake is to do a good job in top-line branding but fail to follow through on the rest of the company’s messaging. You know this is a problem when people look at your website and say, “What they heck does this company do?”
- How do we know if our brand is working? Here are five ways to tell:
- Results: If you are losing market share and leaking revenue, there is a good chance that your branding deserves some of the blame.
- Quantity: How often are people talking about your company and its products or services?
- Quality: Who is talking about you and what are they saying?
- Website traffic: Are you getting more unique visitors and do they spend more time on site? A decline in either of these numbers is a bad sign.
- Congruence is a customer experience (CX) measurement that indicates whether the current brand aligns with your customers’ experience from initial contact through usage of the product or service. Net Promoter Score (NPS) is another way to measure this.
- What is the risk of ignoring the issues surrounding our brand health? Of course, there is the option to “do nothing”. Complacency and inertia are strong forces that are very difficult to overcome, especially if you have achieved a modicum of success in the past. The biggest factor driving change should be (as mentioned in #5) a stagnant or declining sales pipeline and waning revenue.
- Does my company need one or more thought leaders? Great question indeed. The answer is yes, but only if you have a credible executive, who has worthwhile things to say, and will share his/her thoughts on a regular basis. Of course it helps if that individual can be depended upon not to jump ship to the competition. Such an individual is like gold and is far preferable than content coming from a generic source such as “marketing” or “admin”.
- How do we fix an under-performing brand? Before attempting any type of brand improvement, it is a good idea to know where you currently stand. A good way to find out is with the free Brand Health Scorecard. The scorecard measures six different categories of brand performance. It will take you only a few minutes to complete the questionnaire and the results will start you on the path to brand success.
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