NewsLetter for Monday January 12th, 2003

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Note from the Editor:  We hope you have had a wonderful holiday season.  We are not back hard at work to provide quality service to you, our customers.  We are glad to announce that BannerJammers.com is back up and running after some server difficulties just before the Christmas.  Now that the holidays are over, keep traffic to your site by purchasing advertising on the BannerJammers network.  Our 2004 catalog is finally complete online.  Visit the site to see all the new products for 2004.  Their are some images not yet available.  We look forward to serving you in the new year.
                      Editor

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Give Your Company a Personality Test
By Joe LePla

Take a minute to think about the companies you really enjoy working with. Why do you like them? While you may have originally been attracted by the quality or price of their products, what keeps you coming back is that on some level you have emotionally bonded with them — much like you would with a good friend. The power of this bond is that it translates into repeat sales and a much shorter buying decision time.

To create this strong emotional bond between your customers and your company, your customers need to have a consistent experience each time they deal with your firm — whether they interact with your Web site or with your company president. You can ensure that this experience is positive by determining what the personality of your company is. While your company's brand represents the rational promise you keep, personality takes care of the emotional connection. All of us like and expect a consistent, positive experience in our dealings with other companies. Deciding upon a company personality directs employees' actions in order to make this positive experience happen.

If this idea of giving a company a personality sounds too fantastic, think of a company that you have had multiple interactions with. If your interactions were all pleasant, did you come away from those experiences with a positive feeling for the company? If so, why do you think you had an emotional response? You may have even told someone, "I really like that company, because everyone there is so pleasant and helpful."

In this hypothetical case, you were attributing personality traits to the company and then reacting to it as you would if it were another person. If you had another set of experiences with the company, where one was positive and the other negative, you might say, "I wish that company would get its act together." This is exactly the same comment you might have about a friend's actions that you weren't happy with.

Personality interacts with the brand to influence how the customer feels about a company. The personality also determines whether a brand furthers the customer's emotional understanding of a company. For example, if the brand personality is open and friendly, it can make customers feel secure and comfortable. A good example of this is Saturn Corp.'s Welcome Center in Spring Hill, Tenn., where Saturn car owners can go to get to know Saturn or its national network of CarClubs, which are communities of Saturn owners.

First, Do a Little Self-Discovery

You discover your company's personality through asking employees and customers questions such as "What is the company's business style?" or "What kind of person would the company be?"

These questions will uncover personality traits you can use to describe the company. Since some traits may be more important than others, you may wish to focus on one or two particularly apt traits. Alternatively, you can create a longer list, if that seems appropriate for your company.

This set of traits, once implemented with employees, will shape what customers take away on an emotional level from interactions with your company's brand. It will describe the voice that the company or product brand uses in its communications and guide how the brand will be presented to customers and the greater public. This does not mean that employees need to conform their personality to the company's — that is not possible or desirable. Rather, the company personality is something that will guide the company's public voice and actions.

Article Continues below...

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Continued...

Does Your Company Personality Meet These Criteria?

The following criteria are critical for the creation of an effective personality:

Does the personality reflect the brand?

The personality that a brand projects to the marketplace must reflect the way that the company really acts. A good example is the not-for-profit Seattle Children's HomeWeb site. It has a personality that is respectful, open, focused, nonjudgmental, and dedicated. It provides the right attitudinal tools for fulfilling its brand principle of building partnerships to improve futures.

Can your customers identify with the personality?

Just like in person-to-person interactions, customers will respond to a brand personality that they can relate to. A brand that has a "playful" personality attribute may appeal to customers who want to be perceived as not taking their lives too seriously. For example, a recent commercial for Jiffy Lube featured the slogan "We don't want to change the world; we just want to change your oil."

Is the personality consistent with customer expectations of the brand?

The personality must reinforce how customers experience your products and services. This is particularly important for service-based companies, where there are no tangible products involved. Data Dimensions' high-tech consulting firm Web site reinforces its collaborative, flexible, and confident personality. 

Use your company personality to define the spirit with which you approach future actions. Let it guide you in decision-making. For instance, if the basis of your personality is respect, you can use this trait to define how you work with customers and partners. A well-developed and well-implemented company personality helps make sure that your customers have a consistently positive experience with your business.

 


The views of our authors don' t necessarily reflect the views and policies of this company or its advertisers.


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