Archive for 2009

The crisis of identity in business

An owner of a popular gourmet restaurant in Portland, Ore., recently told the local daily, “This year is about survival. Not making money, just surviving.” I suspect that sentiment is shared by vast numbers of owners and executives of businesses large and small right now. GM and Chrysler, anyone?

What began as a financial system meltdown is now a full-blown economic crisis that is worsening by the day. For those businesses able to survive this period, there may be a new crisis looming. I’ll call it the identity crisis.

We feel this individually when we’re suffering confusion about who we are, why we exist, what our role or purpose in life is. Psychologist Erik Erikson, who is said to have coined the term, observed that adolescents were especially prone to an identity crisis. Others speak of it as a condition anyone may confront in a period of great change.

Businesses are not immune to this experience, especially when revenues drop precipitously or leadership loses its focus or exuberance. They may not call it an identity crisis, but the existential questions are the same we ask as individuals: What is our role? Who do we serve? What do they need? What do we offer that matters? How are we different? Why should anyone care?

If companies aren’t dealing with doubts like these today, they probably will be soon. Why? Well, look no farther than the headlines that assault us by the hour. Massive bank bailouts and economic stimulus packages, layoffs by the tens of thousands, huge budget shortfalls in state and local governments, warnings of escalating climate change — and widespread perception that things will only get worse.

No one knows what lies ahead. But one thing seems certain. There will be no going back to the way things were. The days of easy credit, unrestrained consumer spending, unregulated markets, cheap non-renewable energy — the basis for our economic “success” and environmental mess — are behind us. The sooner businesspeople accept that, the sooner we can begin the soul-searching work of determining our reasons for being in today’s new world.

According to one reporter, “Researchers have found that those (individuals) who have made a strong commitment to an identity tend to be happier and healthier than those who have not.”

I believe the same applies to businesses. Firms whose success rests on the old order of things — and that means most of us — strike me as most vulnerable to a crisis of identity. Happier prospects await those who create and commit to a mission and organizational identity consistent with the financial and environmental realities that will be with us for years to come.

In my work helping organizations bridge their mission into their brand identity, I see the benefits of clarity, focus and meaning this effort brings.

If you’re among those struggling with the purpose of your firm’s existence, here are two questions worth considering:

How can we become part of the solution to this economic and environmental crisis? The world and its inhabitants need all the help they can get. For too long, industry has let government, social service, environmental or faith-based organizations solve social and ecological problems. There is an opportunity, not just a responsibility, for businesses to answer the call. Identify how your firm can make a difference, choose a path and watch your whole organization come alive!

What are our customers’ essential needs and how can we satisfy them? One reason we’re in this mess is business has fixated on stoking customer desires more than on satisfying fundamental needs. The result has been consumption and waste of a planet’s worth of stuff, with too little human happiness and too much economic disparity and ecological damage to show for it. As the economy tanks, businesses and individuals are getting back to basics.

If you’re wondering what constitutes basic human needs, Chilean economist Manfred Max-Neef identifies nine: subsistence, protection, affection, understanding, participation, leisure, creation, identity and freedom. Seems like a great starting point for giving your business renewed purpose and relevance in the months and years to come.

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No recession in obsessive branding

Journalist Lucas Conley wrote his book, “OBD: Obsessive Branding Disorder,” just before 2008’s financial and economic meltdowns. You would expect branding excess in an economic bubble. But what about in a near depression? If anything, Conley told me in an email exchange last month, the condition he calls OBD is likely to get worse.

“As for OBD in the current economy, I can condense my general observations down to a couple points: consumers are buying less and thinking more. The result of both is that brands are trying harder (either via marketing, discounts, redesigned packaging, etc.) to capture our attention, often driving greater desperation and obsessive branding. Why? When consumers buy less (cutting back on staples and skipping status buys) it means brands have to fight even more for a smaller piece of the pie. When consumers think more (Do I really need this salon shampoo? Isn’t the generic ibuprofen more or less the same as the pricier brand?), they tend to dispel brand myths and discover deals. And any time consumers do more thinking, brands have to fight harder to shortcut their logic with emotional appeals (faster and deeper than logic) or overwhelm them with more marketing, new packaging, etc.”

If Conley proves to be right, and I think he will, the extreme efforts of brands to occupy every nook and cranny of our lives will grow even more frantic and insidious in this rotten economy. And we’re not only talking about consumer products companies. Product and service companies of all stripes are running scared. They could resort to most anything to get customer attention.

Not that any of us would be so guilty, right? Conley says the marketers he interviewed for his book agreed obsessive branding was a widespread problem–it just didn’t apply to them. In other words, they know OBD when they see it; they just don’t see it in themselves.

How about those of us trying to operate our businesses and live our lives more sustainably? Are we better equipped to draw the line when it comes to marketing approaches that offer only the illusion of something innovative, better, unique? Or that deceive customers into believing we offer something they truly need, not just desire?

In this economy, devoted “greenies” in business are not exempt from diminishing prospects. Companies that in good times preach transparency and authenticity in their business practices may be challenged to maintain that commitment as sales rapidly disappear. Numerous incidences of greenwashing in recent years indicate even so-called advocates for sustainability are not above sleight-of-hand branding tactics.

Obsessive branding, Conley argues, distracts companies from what they ought to be doing–innovating. “Real change results from innovation that advances knowledge and improves quality of lives,” he writes. “Branding offers the satisfaction of a sense of change without the hard work.”

There are no shortcuts in the honest pursuit of sustainability. But businesses trying to be more sustainable will also become more innovative. And that will be their ultimate competitive edge.

Want to stand out in this dismal marketplace? Stick to the principles of sustainability. Lead with innovation. And when it comes to your brand, seek the middle ground between neglect and obsession.

P.S. A special note of thanks to McClenahan Bruer Communications, my previous agency, for hosting and introducing me to Lucas Conley last fall.

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