Don’t Fake It…Is Your Brand Authentic?

Have you ever tried to find a restaurant that your family can stop in quickly while you are on the road in an unfamiliar place.  You start looking for places along the side of the road, and make split second decisions about where you will eat…what brand you will buy!

Last weekend while on the road with my family we did this, and it struck me how we were making these decisions.  In this case, we were thinking about two different Italian places. One was a chain and the other was a family owned restaurant. The chain seemed to be a well organized, nice looking store but it felt sterile, not very warm or inviting. Even more important, we did not see many cars in the parking lot. We got the impression that the chain was going to have “fake” Italian food. In contrast, the other Italian restaurant was smaller, but something felt “authentic” about the look and feel.  Not very polished like the other restaurant, but it was inviting. Even better, a TON of cars in the parking lot…we had to wait for a seat.

Not all chains are bad and not all family owned restaurants are good.  That is not the point here. Being true to what you are, and making that contagious among your best customers and prospects is the difference between an average business and one that needs “extra parking”. McDonald’s does not sell on the fact it has the best burgers in town or most comfortable environment. But if you have kids, and you are looking for a quick, no hassle place to get a meal everyone will like, who does not absolutely love it when you see those golden arches in the windshield?

This principle of authenticity is going to become even more important in the emerging digital era of social media marketing. The opportunity is to energize the social graph with what your product or service is about. The net effect is brand buying decisions like we see in the analog world (discussed above) are happening real time in the digital word now. How do you make sure your business marketing reflect your brand or service in an authentic way? Here are some ideas:

1. Don’t let others define your brand, be active. If you make adjustments because of competitive issues or customer insights, make sure they become core touchstones in every facet of your business. We have a strategy document that among other things outlines specific touchstones for communication. Anyone in the company (or outside contractors) has access and uses it as a guiding principle for creating any touch-points with customers or prospects.
2. Explore various ways to communicate your brand authenticity and measure reaction. You want to get people talking, sharing and engaging with your brand. The great thing about the social web is it costs virtually nothing to participate. You can try approaches in fairly quick cycles and get feedback. In the analog world, you have to build a store and it is very hard to change it once it’s done.  Not so in the digital world. Use this to your advantage.
3. Participate! I wrote a blog post a few weeks ago about how I think blogging makes me a much better business person.  It clarifies my thinking and gets me in the conversation with my customers. Also, participating in forums and other blogs plugs me into the top of mind issues that my customers and partners are taking about, and allows me to make adjustments if I am not talking to those issues.

The big reason why you want to be authentic…it will differentiate your brand. The worst thing you can do is blend in and be like everyone else. That chain Italian restaurant probably suffered from this more than any other issue. I did not see a reason to go!

Every business and every person has a unique, interesting personality that people will want to engage in if you let it out. Are you?