Ep 6 - Delivering Your Brand Promise: Living Your Brand’s Commitment

Ep 6 - Delivering Your Brand Promise: Living Your Brand’s Commitment (Micah Logan)

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https://www.linkedin.com/in/micahlogan/

February 29th, 2024

In the fast-paced and often convoluted marketplace, having a clear, compelling and powerful brand promise, can significantly elevate a company's position. It acts as a moral compass, guiding both strategic decisions and daily operations to ensure alignment with what the brand stands for.

A persuasive brand promise goes beyond mere words; it embodies the commitment to deliver consistent value, fostering trust and building unbreakable bonds with consumers. Amidst the noise and competition, it's the clarity of this promise that can make a brand resonate with its audience, create a loyal community, and set the stage for sustainable growth and innovation.

By focusing on the crafting of a distinct and meaningful brand promise, companies are better positioned to navigate the complexities of the business world while maintaining a steadfast focus on their mission and values.

Laying the Foundation: Identifying Core Values and Purpose

Crafting Your Origin Story

Peel back the layers of your business's history to its inception. What was the driving force behind its creation? This isn't just about recounting the past – it's about distilling the very DNA of your great brand promise. Was it a commitment to innovation, a passion for customer service, or a relentless pursuit of quality? Understanding the reason for your existence guides the foundation of your promise.

To build a strong brand identity, consider the following strategies:

Conduct brainstorming sessions with senior leadership to identify your brand's key touchstones.
Utilize exercises like the five whys to discover the core reason behind your business's existence.
Explore customer feedback for insights into your brand's perception and areas for improvement.
Analyze competitors to understand your unique value proposition.
Implement storytelling to connect emotionally with your audience and differentiate your brand.

The Vision Beyond Profit

In a world increasingly discerning about the brands they align with, profit can no longer be the sole motivator for brand positioning. Express the broader societal or environmental goals that your business strives to influence. This is the higher purpose that resonates with both customers and employees on a personal level.

To lay a solid foundation for your business, it's essential to have a clear direction and purpose. Here are some key steps:

Develop a mission statement that articulates your vision.
Ensure that all business activities are directed towards honoring this mission.
Regularly review and adjust the mission statement as your business evolves.
Align team objectives with the mission to foster unity and purpose.
Communicate the mission clearly to all stakeholders to ensure consistency and commitment.

Defining the "Hiring" Nature of Your Business

According to academic and business consultant Clayton Christensen, customers "hire" a product or service to do a specific job for them. Define this job – the problem you solve or the desire you fulfill for your customers. It's instrumental in shaping your brand's promise.

Engage in consumer research to understand the unmet demands in the market.
Craft your promise to explicitly reflect what customers predominantly 'hire' your business for.

Bridging the Gap: Aligning Internal Assumptions with External Perceptions

The Cloud of Assumptions

Without deliberate effort, businesses can become insular, content with their assumptions about what they're delivering. "A lot of companies think that they're known for certain things in public, and

they're not," explains Micah Logan, Business Coach, and Business Ops & Growth Expert. "This is the first thing I do whenever I'm coaching a business owner or working with the firm, is we identify what it is that people actually recognize that the company actually does."

Logan excels in transforming businesses by adopting a proactive approach with his clients. He brings the whole team together—marketing specialists, the marketing director, the VP, and the CMO—to facilitate brainstorming sessions that not only foster team unity but also ignite innovative thinking. Engaging in deep discussions, they explore fundamental questions that reshape their organizational perspective:

Shift your organizational perspective from inward to outward-facing.
Why does the business exist?
What mission are we committed to?
What are our core principles?
What do we want to be known for in the public eye?
Here is what we aim to provide, but are we recognized for that?

By addressing these critical questions, Logan guides teams to align their goals with their outward image, ensuring they move forward cohesively and effectively to bridge this common gap.

Course Correction and Adaptation

Recognizing potential discrepancies between internal assumptions and external perceptions is the critical first step. The second is accepting and acting on these revelations.

To amplify the brand's impact and ensure alignment with its own brand strategy and promise, strategic measures need to be implemented.

Develop a plan for addressing the aspects where the brand promise falls short.
Launch targeted initiatives that directly address the gaps, aiming to redefine your customers' experiences.
Conduct thorough market research to better understand customer expectations and perceptions.
Foster stronger customer relationships through improved communication channels.
Implement continuous feedback loops to adapt and refine strategies.
Invest in training programs for employees to ensure consistent brand experiences.
Measure the effectiveness of changes and adjust strategies accordingly.

Operationalizing Your Brand Promise: Bringing Values to Life

Training as a Manifestation of Values

Elevate the significance of brand values by embodying them in your employees. Training and development programs are not just about skill-building but also the internalization of your brand's values.

Consider implementing the following:

Tie training programs directly to core brand values.
Create learning experiences that mirror real-world scenarios and decision-making in accordance with the brand promise.
Develop continuous feedback mechanisms to align employee actions with brand standards.
Implement cross-functional training to foster a holistic understanding of the brand across all departments.
Utilize storytelling and case studies to reinforce the brand's values and mission in training sessions.

Consistent Communication is Key

For employees to be the ambassadors of your brand promise and customer experience, they first need to understand it unequivocally. Embed it in all your communication and operation models with the following:

Create internal brand and communication guides.
Regularly communicate the brand promise at all-hands meetings and through various internal channels.
Develop training programs to immerse employees in the brand's values.
Utilize internal surveys to gauge brand perception among staff.
Implement feedback mechanisms to continuously improve internal brand engagement.

A Community United by Purpose

Consumers are increasingly looking for more than just products or services; they seek a deeper connection through the brands they choose to support. This craving for a sense of community is more pronounced than ever, as individuals want to feel part of something larger than themselves. A brand that effectively communicates and delivers on its promise not only attracts customers but also fosters a loyal community of like-minded people. This community becomes an invaluable asset for brand loyalty, advocating for the brand and fueling its growth through word-of-mouth and social sharing.

Design brand experiences that nurture a sense of belonging and shared values, making consumers feel part of something bigger.
Implement Corporate Social Responsibility (CSR) initiatives that bring your brand promise to life, showcasing your commitment to broader societal issues.
Engage with your community through consistent, meaningful communication that reinforces your brand values.
Organize and support community events that align with your brand identity, encouraging active participation and deeper connections among members.
Utilize social media platforms to create spaces for dialogue, feedback, and community building, enhancing customer engagement.
Monitor and adapt to the evolving needs and preferences of your community, ensuring your brand remains relevant and supportive.

Leadership Commitment: Driving the Brand Promise from the Top

Leading by Example

Leadership commitment goes beyond mere declarations; it's reflected in consistent actions. True leaders embody their organization's brand promise, demonstrating it through their daily behaviors and decisions. This commitment acts as a powerful example for the entire team, fostering a culture of integrity and accountability. By living the values they preach, leaders inspire others to follow suit, creating a cohesive and motivated workforce.

Here are key points to consider for effective leadership:

Take a personal and visible role in championing the brand promise.
Ensure that all senior executives are aligned with and vocal about the brand promise.
Actively engage with customers to communicate and reinforce the brand promise.
Develop and implement brand training programs for all employees.
Monitor and measure brand consistency across all company touchpoints.
Foster a company culture that embodies and promotes the brand promise.

Institutionalizing Brand Stewardship

Brand promise isn't the project of a single department but the collective responsibility of the entire organization. Institutionalize a strong brand promise and stewardship at every level. Establish cross-functional teams responsible for ensuring the brand promise is always top-of-mind and reflected in all aspects of the business.

Form a dedicated team to monitor and maintain brand consistency across all touchpoints.
Foster collaboration between departments to ensure alignment with the brand promise.
Utilize technology and data analytics to track and measure the impact of your brand promise.
Implement regular brand audits to identify and address any gaps or inconsistencies.
Develop a crisis management plan that ensures the brand promise remains intact in the face of challenges.
Encourage and reward employees who embody the brand promise, reinforcing its importance within the organization.

A Journey, Not a Destination

An authentic brand promise represents more than just a singular effort; it embodies a process of ongoing evolution. This journey is about maintaining agility and responsiveness in a rapidly changing world, all while steadfastly adhering to your core values. To ensure this dynamic approach remains effective, it's crucial to integrate annual brand promise reviews into the strategic planning process. Frequent reviews not only reinforce the importance of the brand promise but also provide a structured opportunity to assess its relevance and resonance with your target audience.

Moreover, staying committed to learning and iteration is key as both market conditions and societal expectations evolve. It's vital to recognize that as your business grows and adapts, your brand promise might also need to be refined to better align with your current identity and the needs of your audience. This commitment to adaptation ensures that your developing brand promise remains relevant and continues to resonate deeply with consumers, thereby fostering a stronger, more meaningful connection. Embracing this process of continual review and refinement is essential for any brand aiming to thrive in today's ever-changing landscape.

Wrapping It Up

Your brand's promise is the contract of trust you forge with every customer. By following the steps outlined in this guide, you're not just defining a promise; you're crafting an experience, a legacy, a future. It's a monumental task worthy of your time, dedication, and creativity – and one that promises immense returns in the enduring bond it forges with your audience.

In a competitive marketplace, a brand promise serves as both a guiding compass and a litmus test for authenticity. It's not about being the loudest or the flashiest; it's about being true to the principles that drive your business and resonate with your audience. In this quest for authenticity, every word matters, every action counts, and the personification of your own brand promises in the eyes of your customers is the ultimate measure of success.

The roadmap outlined isn't static though – it's a living, breathing plan that grows and evolves alongside your brand and your consumers. It's a commitment to an ongoing dialogue, an unyielding pursuit of betterment, and a shared belief in the power of purpose. The question isn't whether you should invest in refining your brand promise; it's when to start. The path to a stronger, more resonant and effective brand promise beckons, and it's time to respond.