Building Brand Love From the Inside Out
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Transcript of Building Brand Love From the Inside Out
Lauren Perkins Founder and CEO @PerksConsulting
Entrepreneur In Residence @Columbia Author of “The Community Manager’s Playbook”
@laurenperkins #CMplaybook
BUILDING BRAND LOVE FROM THE INSIDE OUT
©Perks Consulting Inc. 2017
©Perks Consulting Inc. 2017 @laurenperkins #CMplaybook
LAUREN PERKINS
Brand marketer, community builder and author of The Community Manager’s Playbook
Founder and CEO of Perks Consulting
Triathlete & Coach
THINK LIKE A BRAND. ACT LIKE A STARTUP.™
MARKETING BOTTOM LINECOMMUNITIES
INTRODUCTION
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MARKETING LEADERS TODAY ARE EXPECTED TO CULTIVATE:
@laurenperkins #CMplaybook
MARKETING EXPECTATIONS AND DEMANDS ARE EXPANDING
HIGH PERFORMANCE TEAMS
GROWTH AND INNOVATION
BRAND & MARKETING PERFORMANCE
©Perks Consulting Inc. 2017
4
EMPLOYEE DIS-ENGAGEMENT
©Perks Consulting Inc. 2017 @laurenperkins #CMplaybook
THE ADDED CHALLENGE
51% OF EMPLOYEES ARE DISENGAGED
16% OF EMPLOYEES ARE ACTIVELY DISENGAGED
33% OF EMPLOYEES ARE ENGAGED
*Gallup, 2016 State of the American Workplace: http://www.gallup.com/reports/199961/state-american-workplace-report-2017.aspx
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MAKE THEM WANT YOU!
WHY BUILD AN INTERNAL COMMUNITY?
We have a brand + marketing strategy
Strategy inputs for Brand& Marketing Execution
We have a BRAND
= Brand Guide + Assets (Ready to use in market)
We have a brand customers LOVE
= Validation (We have Community!)
Your Brand* drives demand
Customers want you!
@laurenperkins #CMplaybook
$
©Perks Consulting Inc. 2017
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ENGAGED EMPLOYEES BUILD BUSINESS
@laurenperkins #CMplaybook
THE PAYOFF
10% INCREASE IN CUSTOMER METRICS
*Gallup, 2016 State of the American Workplace: http://www.gallup.com/reports/199961/state-american-workplace-report-2017.aspx. “Teams” are referred to as business units
20% INCREASE IN SALES
21% INCREASE IN PROFITABILITY
HIGHLY ENGAGED TEAMS ACHIEVE:
10% INCREASE IN CUSTOMER METRICS
20% INCREASE IN SALES
21% INCREASE IN PROFITABILITY
©Perks Consulting Inc. 2017
WHAT DOES BUILDING BRAND LOVE MEAN?
A BRAND MAKES PEOPLE WANT YOU
BRAND
DRIVES
DEMAND
EMPLOYEES CUSTOMERS
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
HOW DO YOU BUILD BRAND LOVE?
START WITH YOUR EMPLOYEES
They are your first customer...
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
THESE FIRST CUSTOMERS (YOUR EMPLOYEES) ARE YOUR BRAND REPRESENTATIVES
CUSTOMER
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
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BUILD YOUR COMMUNITY TO
AQUIRE AND RETAIN
YOUR TOP TALENT
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
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SOCIAL CONNECTION
©Perks Consulting Inc. 2017 @laurenperkins #CMplaybook
CULTURE BEATS STRATEGY
YOUR INTERNAL COMMUNITY
VIA
INTENTIONAL CURATION
PLUS
COMMUNICATION PLATFORM BUILDS
FALLING IN LOVE - HEAD, THEN HEART
@laurenperkins #CMplaybook
Smart Marketing
Sweet Branding
Logical Connections
Emotional Bonds
©Perks Consulting Inc. 2017
HOW DO WE BUILD EMPLOYEE LOVE?
Does your talent have the support and tools to deliver ?
Does your talent believe in your company's purpose?
Do your employees feel valued and appreciated?
Do your employees have the right support for communication?
WHAT ARE YOUR EMPLOYEES THINKING AND FEELING?
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
HOW DO YOU CREATE PERFORMANCE-DRIVEN TEAMS?
BUILD BRAND LOVE THROUGH INTERNAL COMMUNITY
Make a promise to your employees
BRAND
DRIVES
DEMAND
Build the love to attract and keep talent Drive demand
@laurenperkins #CMplaybook©Perks Consulting Inc. 2017
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ARE YOUR EMPLOYEES YOUR CUSTOMERS?
@laurenperkins #CMplaybook
IF NOT, YOU SHOULD BE WORRIED
HOW DO YOU KNOW IF YOUR EMPLOYEES FEEL THE LOVE?
YES
NO
©Perks Consulting Inc. 2017
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LET’S GET STARTED
@laurenperkins #CMplaybook
"BAKE IN" EMPLOYEE INPUT ACROSS BUSINESS PRIORITIES TO BUILD THE LOVE
IDENTIFY YOUR METRICS THAT NEED TO MOVE, INVOLVE EMPLOYEES IN FINDING SOLUTIONS
PRIORITIZE YOUR EMPLOYEES AND THEY WILL PRIORITIZE THE CUSTOMER
BUILD INTERNAL COMMUNITY
YOUR EMPLOYEES ARE YOU FIRST CUSTOMER. TREAT THEM AS SUCH (AND MAKE SURE THEY ARE ACTUAL CUSTOMERS)
©Perks Consulting Inc. 2017
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ENGAGE WITH YOUR EMPLOYEES
@laurenperkins #CMplaybook
GET STARTED: BUILD INTERNAL COMMUNITY
ASK THEM (AS INDIVIDUALS AND AS TEAMS) FOR INPUT
FOSTER COMMUNICATION BETWEEN AND WITHIN TEAMS
SUPPORT THEIR PERSONAL LIVES, PROFESSIONAL DEVELOPMENT, AND PHYSICAL WELL-BEING
©Perks Consulting Inc. 2017
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CONNECT YOUR INTERNAL AND EXTERNAL COMMUNITIES
@laurenperkins #CMplaybook
WORK WITH YOUR EMPLOYEES TO FOCUS ON THE CUSTOMER
INCLUDE EMPLOYEES IN CUSTOMER DISCOVERY
CREATE INTERNAL ADVISORY BOARDS FOR SPECIFIC CUSTOMERS
- BRING CUSTOMERS IN TO PROVIDE FEEDBACK TO EMPLOYEES ON R&D PROJECTS
- CREATE CROSS-FUNCTIONAL TEAMS TO HOLD DISCOVERY WORKSHOPS
CONNECT EMPLOYEES DIRECTLY TO CUSTOMERS
- CREATE A MILLENNIAL ADVISING TEAM FOR STRATEGY ON SELLING TO PEERS
©Perks Consulting Inc. 2017
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ANYONE WITH A BUDGET CAN BUILD INTERNAL COMMUNITY TO DRIVE TEAM PERFORMANCE
YOU CANNOT HAVE A HIGH PERFORMANCE TEAM WITHOUT EXCELLENT EMPLOYEE ENGAGEMENT
PARTING THOUGHTS
ANYONE CAN MAKE AN IMPACT NOW
©Perks Consulting Inc. 2017
QUESTIONS?
@laurenperkins
@perksconsulting
linkedin.com/in/perksconsulting
©Perks Consulting Inc. 2017
#CMPLAYBOOK AVAILABLE NOW!
#CMXSUMMIT @CMX @laurenperkins