Branding through quality service and empowerment

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By Goke Ilesanmi

    There is definitely a gap between perception and reality in the event that you discover that people, even those who know you very well, do not quite understand whom you really are and what they can rely on you to do for them. That is, there is a gap between the “real you” and the “you” other people see and interact with. Businesses deal with this dilemma constantly. Their most successful strategy is branding.

     The fact must also be stressed that your personal branding, your professional reputation, is often not about how you see yourself, but the way others perceive you. As angel investor Judy Robinett puts it, “If three people tell you you’re a horse, buy a saddle.” You can get honest feedback about your brand, for instance, by having access to copies of past performance assessments that others have written on you. Even though all the past assessments may not be the same, you can align with repeated emphasis of a particular skill set or shortcoming about you in those past assessments.


Scope and meaning

    Branding is how businesses tell customers what to expect. It is a reality that technological and economic changes are fast reshaping the nature of work. Things now change rapidly in the business world, and customers are more comfortable if they know what to expect. Branding is a familiar bridge across which businesses and their customers engage in transactions that lead to long-term and mutually-beneficial relationships. It is the embodiment of what businesses and their customers value, the means through which businesses get credit for the quality they represent and deliver.

   David McNally and Karl D. Speak, co-authors of “Be Your Own Brand” say a brand is a relationship not a statement. They stress that it is not a matter of contrived image, colourful packaging, snappy slogans or addition of an artificial veneer to disguise the true nature of what is within. In fact, a ‘branded’ relationship is a special type of relationship – one that involves the kind of trust that only happens when two people believe there is a direct connection between their value systems.


Emotional strategy and excellence

   With so many similar products and services competing in the market place today, it is difficult for small businesses to differentiate themselves from their large competitors. So how can a small business gain a competitive edge over large businesses? It is simply through strategic branding. Branding is not just about having a catchy slogan or a unique company logo. Even though these are very important, more important is the way the branding tools deployed help to create a relationship between a brand and a consumer.

   Research shows that great companies like Coca-Cola, Nike, Heineken, Zenith Bank, Glo, Dangote Group, Quaditect Consultants, etc., are masters at creating relationships with their customers. With quality service reinforced with sponsorship of youth empowerment programmes, it is, for instance, not surprising that a bank like Zenith Bank is soaring fast to the peak or zenith of successful banking in Nigeria and beyond within a relatively short period of existence.

Branding is not just for big companies with huge advertising budgets; the same tools and techniques can be used by small businesses. Findings confirm that successful branding is done by businesses that appeal to their customers’ emotions. If you are selling a product that is very similar to one of your larger competitors’, it is your job to reach out to customers on an emotional level to make them want to buy your product instead of your competitors’.


Distinct customer service

  For instance, if you have competitors selling at discounted prices, customers can still buy from you because of the quality of your product reinforced with superior customer service. Your customers will simply refuse to go to your competitors because they do not get the attention you give them. And you stress this commitment to quality and distinct customer service as your unique selling proposition when you promote or advertise your business. That is good branding – it is an emotional connection between your business and your customers.

  Great company branding reveals the true character of a company. Image is just as important as your product and service. Image is the reason why a customer is going to do business with you and not a larger competitor. What perception would you like your customers to have of your small business? Keep in mind that successful branding encompasses a company’s mission statement. What makes your company different from your competitors? It is your branding strategy.


Non-profit organisations

   Apart from profit-oriented organisations, some modern religious institutions like the Redeemed Christian Church of God, Daystar Christian Centre, God’s Generals International Church, etc., brand their religious activities by combining spiritual empowerment with intellectual development of their members and communities. For instance, God’s Generals International Church, has organised series of multipurpose international empowerment programmes in Port Harcourt, Rivers State this year and invited speakers, including myself, from within and outside Nigeria. Pastor Michael Fakorede, the presiding pastor of the church said the motive behind organising series of seminars is to enhance intellectual development of church members and non-members in addition to routine spiritual empowerment.



  In your effort to get your business branded, the following steps will help you map out a successful branding strategy. The first one is to give intangibles some consideration. Anything can be branded. Remember that you are branding a concept, not just a company or a product. Intangibles, such as the special way you handle customer service, should be a part of your branding. If you run a communication consulting firm like I do, for instance, you need to brand your intelligence and mastery of communication.

   Another step is to let the branding match the business. Know your company and ensure your brand identity is parallel to your company identity. A clear relationship should be established for your customers. The connection between a company and its branding should be immediate. For instance, an automobile company might start sending its favourite customers key-holders with its company brand, but branding items that have no relationship with the brand would not be non-verbally effective and communicative.



   You can also get your business branded by speaking to your target audience. Ensure your brand speaks to your different audiences. Great branding reaches multiple customer audience segments. Experts advise that it is not good to leave out potential customers by branding your product or service to one or two customer groups. You need to brand for the long term. It is not good to be short-sighted about your company’s branding. Great branding lasts over a long period of time and the messages last long. Branding should transcend competition in the marketplace.


Parting shot

Your future depends on your ability to be a brand. Paying attention to your personality and managing your reputation (how others see you) will turn you into a successful brand. Two of the things that are very effective here are quality of your service and your ability to engage in empowerment programmes in your community or environment.

GOKE ILESANMI, Managing Consultant/CEO of Gokmar Communication Consulting, is an International Platinum Columnist, Certified Public Speaker/MC, Communication Specialist, Motivational Speaker and Career Management Coach. He is also a Book Reviewer, Biographer and Editorial Consultant.


Tel: 08055068773; 08187499425

Email: gokeiles2010@gmail.com

Website: www.gokeilesanmi.com.ng


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