To your audiences, though, your brand is the promise you make to them about what you will do for them. A few examples that we’re all familiar with:
When there’s a big difference between your brand promise and your brand experience, dissatisfaction reigns. Cynicism creeps in. People think you’re either out-of-touch or dishonest.
Bridging the gap between your brand promise and your brand experience requires asking hard questions to determine what needs to change and, more importantly, how you’re going to change it. In other words, a strategic plan. In consumer packaged goods marketing, the brand forms the foundation of the strategic plan. The strategic plan starts with an assessment of perceptions of the brand among key audiences and includes (among other things) a plan to address the gaps between current and desired brand perceptions.
The need to address the brand gaps is just as true for higher ed as it is for laundry detergent, theme parks, and automobiles. And yet, in my experience, higher ed institutions rarely consider the brand promise in the institutional strategic planning process. In most institutions, the strategic planning process is conducted separately from the marketing planning process, and includes few, if any, of the same stakeholders. In fact, all too often, the CMO is not invited to the strategic planning table.
I’m not suggesting that your brand is the ONLY thing to consider in the development of a strategic plan. Often, there are mission-oriented goals that reflect what the institution wants to be that are not strongly reflected in the brand, or not reflected across all audiences. (For example, increasing access to under-served populations may be a goal that comes out of your mission but that isn’t a strongly stated part of your brand promise.)
Starting the process with a discussion of your brand promise ensures that your audiences are heard in your planning process. Their perception matters of how you are — and how you’re not — living up to your promise. They pay the bills. They keep you in business.
And they know when you’re not telling the truth.
Want to learn more? We recently published a white paper that explores the specific challenges of higher education branding and gives you strategies for clearing the most common hurdles.