You open up your smartphone and immediately one of your apps starts updating. A while later your looking for the app, you swear it was in this folder but you don’t see it. Then you realize that the app updated and the company has rebranded with a new look, logo or color scheme.
Every 2–3 years, companies rebrand for several reasons. They modernize their look, expand their services or product line, attempt to change public perception after some negative publicity or just because they have profited and can afford to do so.
What doesn’t change, what shouldn’t change is the brand’s integrity. As a startup, a new company a large part of your mission is what your company stands for, what overarching idea it encompasses as a product or service without compromise. As companies grow their brand mission can expand as well, but the integrity that was the original foundation stays the same. If it doesn’t, you risk alienating your early adopters and possibly confusing or creating doubt with potential new markets.
Let’s define brand integrity. Simply put it’s what your company stands for and how they make their products or provide their services and how this reflects on the company from the consumers point of view. Adding to that and just as important is your work practices and the environment for your company’s workforce. This should be laid out clearly in your company’s mission statement, as the inspiration to your business plan with clear and precise core values.
On the product side, say if you’re a food product, are you non-GMO? Organic? How are you sourcing your ingredients? Fair Trade? If you’re a clothing company, we can apply similar attributes. Fair Trade sourcing? Where is the product made? What kind of labor practices are conducted at the manufacturing point? Are you going with Made in the USA? Are you Assembled in the USA? Just to name a few.
Brand integrity also includes the post-buying experience. How’s your customer service? Your warranty? Product repair and/or replacement? Ever hear someone say, “I love this product but when I had a problem, the customer service sucked!”
This can be a death knell for a company that’s barely off the ground.
It’s all about keeping your promise of how you are making your product and following through on this even after it has been sold.
Take a look at Patagonia. They’re universally known and respected brand is based on a strong commitment to their core values:
Quality — the pursuit of ever greater quality in everything we do.
Integrity — relationships built on integrity and respect.
Environmentalism — serve as a catalyst for personal and corporate action.
Not Bound by Convention — our success — and much of the fun — lies in developing innovative ways of doing things.
This has been the company’s brand since Yvon Chouinard founded the company in 1973. Patagonia has been known to provide customer service and repair clothing that was purchased over 20 years ago! Checkout this great episode of NPR’s How I Built This where they talk to Yvon and the growth of his company.
On the company’s staff side, what kind of working culture are you trying to create? Will it be a stiff hierarchy where the executive suite is separated from the non-executives even when the company has ten or less employees? Will you offer equity to early employees and make them feel part of something bigger? Does everyone have a chance to contribute ideas and opinions? Look at Pixar’s Room of Candor for reference. This is another area where Patagonia is recognized is at the forefront of company culture. It’s more than just ping pong tables and free beer at a co-working space.
Some of these will be budget related and difficult for startups and small companies to get it right off the get go, but not impossible. As long as you set strong core values, a clear mission statement supported by a clear business plan, you can define your brand integrity and see it through as you launch your product and services and continue to be true to it as your company succeeds and grows. Budget related or not, don’t compromise.
Feel free to share your thoughts or add to the discussion on brand integrity in the comments section.
Thanks to Wiley, Patagonia.com, White River Design and Smart Brief for info and reference points.