Permeate...

Who has the responsibility to promote your brand?

The answer is easy.....

Brand must permeate all aspects of the organization, re-affirming the core personality.

The implementation is much more difficult.

Let`s take the classic conflicts. Sales and marketing (not-for-profits call it fundraising and communications). Sales has one goal... to sell the product or service. The sales team doesn`t really care if the brand presence is there, they just want to have a quick and easy entry point to sell. Marketing builds a case for support, brand messages and images that define the personality of the company, product or organizations.

Add customer/donor service and your brand message may be squashed in a phone call.

A couple of years ago I responded to a post card from a local credit union. It was just starting up and the brand message was clear: "We're here for the little guy." On a lark, I gathered my most recent financials and popped around to visit the manager of the branch located just around the corner.

He smiled nicely at me and looked at my financials --which were decent, but small -- and said: "Our marketing company came up with the slogan. We really aren't interested in companies as small as you."

HELLO!

Truly, he actually said that.

The trust factor scurried down to nothing. I have little doubt that the "brand" message drew blood, sweat and tears from the marketing team. But they really should have got their sales team and customer service guys in on it. At the very least, given them some key messages to shuffle away unworthy customers like us and our couple of million dollar business.

Building a brand promise on a hope and dream is not a good idea. Your product must live up to the brand promise.

In non-profit organizations there is a tug-a-war between brand and fundraising. That's why I still see a label package that looks like the other organization's label package. You see -- the label package like the other organization does works. Interestingly, it works when I put my logo on as well. That is called Direct Response theory.

BUT if I am going to grow my organization I need to grow beyond simple DR tactics and take it into brand direct -- that means I integrate the foundation of my brand promise right into my direct response mail.

We work with a TV personality that has a significant draw. We work hard at building the Direct Mail we produce for them. Each piece is integrated with this person's innate brand -- his personality. We don't offer a package that we tweak -- we offer a long term strategy for increased overall growth.

The impact?

They have grown over 30% in 12 months. The change in focus from "proven" direct response to strategic brand-direct has increased their overall income tremendously. PLUS it has converted many of the one-time supporters to monthly. A huge income boost.

Your sales or fundraising tactics must fit into an overall strategic plan.

Do one-offs work?

No question. One of my clients purchased a proven package guaranteeing them 3% response in acquisition. The story was not theirs, the offer was really not one they made and the brand was no where near their actual brand. But they did recieve 3% response from the Direct Mail package. However, the retention rate was almost 0. Did it work?

You tell me.

What colour are you?

Personality tests amuse me. Just for fun, go to http://www.cs.ucr.edu/~chua/test/test.html. Discover the real you!

It's amazing, eh? Just from one click I can be totally analyzed! Imagine that.

Just like your uniqueness is based on your personality, brand is the essence of your corporate or organizational personality.

When we were outfitting our office, the office design consultant suggested a sleek, steel look. We were confused.

Barefoot -- on steel?

Not really reflective of our overall brand identity. (I'm trying to convince Larry we should install a sandbox in the reception area...)

Brand is the overarching personality of the company. When you are building brand, remember:

Brand is not an icon, a colour, a font type or a product. It is the underlying personality expressed by various communication components.

Start with the overarching brand statement. Who are you? What do you look like? What colours represent your brand the best? If you are using images or photos in communication and marketing pieces, what kind of photos are you using? What is the mood of the photo?

UNICEF has a great brand. The brand colours are primary - reflective of their overall mission: unite for children. Their photos focus on children with dignity, opportunity and honesty. Perfect to capture the overall brand of an organization. They have a unique UNICEF lexicon that defines their communication materials.

Think about the difference between Please Mum and Baby Gap. Both retail outlets show their personality in the complete communication package: name, logo, store front, products, advertising and communication pieces. Please Mum is about active, growing babies in jeans, t-shirts and running shoes. It's about the basic functionality of the clothing. Baby Gap, on the other hand, is about babies made for the designer world -- a cut above perhaps. Moms at Please Mum wear running shoes and t-shirts, their babies are dressed similarly. Moms at Baby Gap wear designer shoes and labels; their babies wear designer shoes and labels.

Both retailers sell baby clothes -- but they have built their brand personality around their unique selling points.

As you are going through the process of brand, consider outsourcing the discovery process. A consultant or agency specializing in brand can often articulate your core brand personality more effectively than the internal team. They are not as embedded into the business model or organizational/corporate services.

Remember, brand is not your business plan -- it's your core personality. It's who you are: the make-up, the clothes, the language, the friends, the photos. When you're working on brand, play a little. Imagine creating your face book -- what would you post? Who would you invite? What would you write?

Great personalities attract others -- it applies to the business world as well.

I'm Special

Grade 1 teachers are already preparing our kids for understanding brand. They call it "Special Me."

Eric, a little friend of mine who is in grade 1, is "Special Me" on September 29th. He's already collecting stuff. He's trying to figure out the special part because there's lots of stuff that he has that other kids have already show cased: a little brother, a mom, a dad, a Toronto Maple Leafs jersey, lego, a signed picture of Rob Ducey and a snail he found on the side walk after the big rain.

Matt brought his baby brother -- he was squirmy and cried a lot. Eric's brother can walk AND talk, so he's a little cooler. Eric's mom and dad are pretty different than Josh's, at least Eric thinks his dad is pretty cool in his baseball uniform. He's not sure about the Jersey. The Leafs haven't negogiated the Stanley cup for a long time -- at least, that's what his dad says. Natalie brought lego -- but it girl's lego and Eric figures the alien force captivator he constructed last week is way cooler. He's not sure who Rob Ducey is. He's old now, but his grandpa told him he was pretty good. Jesse brought a snail, but accidently stepped on it so the shell was broken. Ethan brought his Fischer Price smart cycle -- Eric just has the Wii.

I'm not sure what Eric will bring when the fateful day arrives -- but he's already figured part of it out. Even though he has some things that are the same as other kids, each part of his collection is unique because it reflects the core of who he is.

Brand is built on the uniqueness of the organization and works to differentiate organizations in a crowded marketplace.

Many organizations look similar from the outside. Coke and Pepsi are a brown, carbonated sugared (or non-sugared) liquid. Not at all sexy. In 1906 Pepsi used Original Pure Food Drink against Coke's The great national temperance beverage. In 1928 Pepsi pushed the competition with Peps You Up! against Coke's Coca-Cola ... pure drink of natural flavors.In 1939, fighting for the tight depression dollar, Pepsi claimed Twice as Much for a Nickel while Coke emphasized its friendship with the consumer with Coca-Cola goes along.

The battle continues with Pepsi insisting on being the "cola" of choice luring pepsi fans with "stuff" and Coke unifying Coke drinkers with iCoke reward points.

Same product (forgive me Pepsi and Coke drinkers -- I truly understand the discerning taste buds). Same target audience. Same brand?

Not in the least.

Eric is 6 years old. He has a little brother, a mom and dad, a house and a wii. Pretty ordinary little guy. But his brother's name is Colin and his mom works in an advertising agency and his dad plays second base and sells houses. His house is on the corner and he has the high score Super Mario Galaxy.

There are 16 little boys in Eric's class -- and none of them are just like him.

Oh yeah -- he didn't step on the snail, so the shell's intact.

Where does Brand fit?

Hard to believe that we are treading on the last days of August... campfires burning low and the echo of blackberry email notifications swirling us between vacation and reality.
Time to focus on our strategy, executing well in the September to December period is often the strength of revenue growth.
So let's talk a bit about brand.
We all know the strength of a brand -- Coke, Mazda,Wallmart... and the list goes on... Brand engages customers.
But where does brand fit in the non-profit world?
Without a question, brand differentiates non-profits.
But how does it work?
Here are 4 foundational insights:
1.Brand is built on the uniqueness of the organization and works to differentiate organizations in a crowded marketplace.
2. Brand is not an icon, a colour, a font type or a product. It is the underlying personality expressed by various communication components.
3. Brand must permeate all aspects of the organization, re-affirming the core personality.
4. Brand and fundraising strategies work in synergy to increase revenue.
Stay tuned.... I'm going to engage with each of these four points over the next couple of weeks... if you have some insights -- don't be shy. There is a lot of chatter about brand, effectiveness and fundraising.

OOPS!

Here's 4 mistakes you don't want to make:
1. Basing your marketing message on your mission.
If the first message people see on your web site is you mission, as written for your board, you might want to revisit that. Your donors want to help you execute your mission. Tell them exciting stories and needs that will actually impact change. If it's saving the Banff Springs Snail in Alberta or building a shelter for women in St. John's -- your supporters are keenly interested in doing.
2. No instructions on how to get involved.
Some call it the "call to action" others call it the "offer." What is means is that after they have read a compelling reason for your work they will also clearly understand what you want them to do. CLEARLY. Whether it's write a petition, go on a trip, volunteer, give money, tell your neighbour, call -- in clear and succinct words tell them exactly what to do. (some fund raisers have discovered a lift in response by adding: "Tear here" to the perforated return device.)
3. Multiple messages. It is not more cost effective to tell your donors everything in one encounter. That's like a date where you talk without a breath about you. Identify your key messages and stick to them. It's a business model. Promote your core business. It will bring growth. Building your campaign so that there will be "something for everyone" will build confusion.
4. Budget. Growing your support base and cultivating long term relationships is not happenstance. It requires a budget, good planning and the consistent execution of a plan. In some situations, we are able to increase the overall revenue of an organization by simply establishing a strong case for support and a regular fund raising calendar. Rocket Science? No... but few of us are going to the moon.
(Thanks to Stacy Jones for her excellent article in The Philanthropy Journal.)

Thesis Statements Rule

In my undergraduate years, I was keenly interested in the approval of my profs. While writing came pretty naturally to me, I was a story teller, not an essay writer. The idea of giving away my whole idea up front was startlingly adverse for a novel writer.
I got over it.
Then I received my first 300 Composition 101 essays! I was transformed. 299 of the essays were nearly indecipherable. The writers had given me no clues as to where they were going. The essays were either idea-less or had so many ideas jammed into them that I couldn't make sense of them. Very few had identified their "thesis."
And then I understood the importance of the thesis statement.
Ad writing, marketing and fund raising is no different. The offer is the thesis statement. The copy writer should never start writing a letter without a clear and succinct offer. Starting with the response form or devise is a great idea. The designer should not begin to design or lay out the piece without clearly understanding what the offer is.
All of the information, writing, content, design -- everything -- hinges on the offer.
We slide past this too often. We assume we know where we're going. Then, half way there, we take out the map and refocus on our goal. Getting lost in mid-stream is a waste of valuable time.
The second thing I learned in Composition 101 is that words should be chosen for the audience. Even as I write it, it seems like such a simplistic point. But all of my clients get hung up on this. Using words that have an affinity to the corporate structure or internal language builds barriers for the donor/customer.
We were chatting around the pool one fine summer morning. Our guest was a young man from Japan who spoke impeccable English. He had learned this impeccable English at school. He could only grasp about half of what I said. I was stunned to realize how much I spoke in metaphors and allusions that were Canadian specific (or at least North American). My colloquial speech had not been covered in his English classes.
Our clients, donors and customers don't live in our corporate structures or contexts. We need to speak to them in language they understand.

Renaissance and the price of gas...

"Canada is undergoing a renaissance in giving: big gifts are getting bigger while new sources of funding are emerging across the demographic spectrum with everyone from new Canadians to kids choosing to give. At the same time, competition for donor dollars among worthy charities is rising, putting an increasing onus on how organizations engage donors and demonstrate value." Globe and Mail, June 26, 2008


I just paid $51.00 to fill up my Toyota Corolla....

Will the changing economic times impact non-profit dollars?

Without a question expenses are going up. Postal rates, delivery charges, travel and overall cost of operation area all rising. This makes it difficult for non-profit organizations to maintain appropriate cost/program ratios.

Dr. Keith Seel from the Institute for Non Profit Studies at Mount Royal College says that changes to the traditional model of funding is just starting to change in Canada. The traditional model being the "400-year old philanthropic culture that put the responsibility of charitable spending on the shoulders of the wealthy merchant class."

Interesting.... but perhaps I'm jaded. The most successful organizations I work with have a healthy balance between the the "wealthy merchant class" (generally called "major gift donors") and the ordinary Canadian. Organizations built of the faithful monthly gifts of individuals have a strong foundation. $35 every month from 35,000 people makes a big impact.

Public charities can learn a lot from the faith community who has a built in penchant for the "tithe." That setting aside of financial aid for those who need it is a revolutionary idea -- and it illustrates the impact of effectiveness when many people join together to accomplish good.

As the economy changes non-profits will have to be more creative, use more innovative acquisition methods and be centred on the return on investment. I believe that generosity is a part of the human psyche and well-positioned charities will continue to grow.