One of the numerous slightly artificial splits in communications is between brand (seeking to reach a consumer with a view to selling) and corporate (seeking to reach audiences that don’t necessarily purchase, but are otherwise essential, like investors, regulators, employees or analysts).
Brand and corporate people tend not to like each other much. Brand think corporate are dull, smug and behind the times. Corporate think brand are vacuous and gimmicky.
But in the digital age, it’s harder to keep the two separate: brand and corporate audiences consume the same media. Moreover, brand and corporate positioning increasingly overlap. An organisation’s purpose beyond profit, the way it treats its employees, or how it manages it books – for instance – are of interest to audiences across the brand/corporate spectrum.
This also means that people like me, whose comfort zone is corporate, can’t avoid brand gigs. Indeed, I’ve done more brand than corporate over the last few months, and it’s been an eye-opener.
What key lesson can each learn from the other? (NB: I’m generalising, clearly.)
Corporate communicators tend (stress: tend) to value knowledge more. They know more about the sectors they operate in. They need to, given that their audiences – investors, regulators and the like – know their stuff. Brand folk can indeed be a bit vacuous in this regard, choosing not to value and accrue deep product and sector knowledge. Instead they focus on short-term attention grabbing, rather than imparting expertise and building relationships over time. Given the nature of present-day content and influencer marketing, this is a mistake. With mountains of content a mouse-click away, consumers often know more than they are given credit for. They may wish to examine a product in detail, learn what others say about it, or determine whether the company in question aligns with their values. Meanwhile, consumers who adore a brand have the means to be its most potent advocates. In both instances, provision of top-tier material and ongoing interaction are what’s needed, not another bloody discount coupon.
Meanwhile, brand people tend (again, I stress: tend) to be more results focused. Corporate communicators can talk for hours about the intricacies of pharma pricing or preferred climate change mitigation mechanisms. However, while wooing analysts – and their bosses – with their know-how, they often fail to think about, let alone measure, whether they are having a genuine impact on awareness, influence or sales. They often act as if metrics were somehow beneath them, arguing that their environments are too complex to measure. Tosh. Given that brand folk don’t have much knowledge to woo their bosses with, they need to impress through results. So they have clear, measurable objectives that all activities stem from. Although I many not agree with some brand folks’ preferred metrics (often short-term awareness and sales rather than long-term preference and advocacy) at least we know whether they’re meeting objectives and they are held accountable.
There you have it: brand folk, do more reading and don’t treat customers like fools; corporate, get off your high horse and determine whether you’re having an impact or just making noise.