Branding Update
September 17, 2013
Standards, Brands, and Transparency
September 17, 2013
Standards, Brands, and Transparency
Standards are
the Essence of a Brand - In past Branding Updates we have discussed the
terms above. However, it is interesting to explore how they are related. It
turns out that the foundation for a good brand is its standards. These
standards can be broad, like Rolex focusing on producing luxury watches. They
can be more detailed, like Starbucks making sure the coffee in its stores is a
certain temperature or strength. In every case, the value embedded in a product
or service is determined by standards. Related terms are specifications or
requirements. Regulations are an imposed standard, and failing to comply is a
negative branding moment.
Utility Branding
and Standards
- A utility’s mission and brand commitments are its fundamental standards, for
example ensuring water-service reliability, water quality, or public health. However,
within each of these categories there are multiple standards that drive activities
and proposed investments (and add meaning to the value that the utility
provides). For example, stating that a community’s water supply will be
climate-change resilient qualifies and enhances the meaning of the water-service
reliability commitment. Deciding that each customer-service interaction must create
a positive impression triggers the need to define more detailed standards that ensure
this occurs. This would almost certainly include a maximum hold time for
customers who call to report a problem. Making sure all important standards are
identified and meaningful is an essential element of effective strategic
planning and communications.
Standards are
the Key to Meaningful Transparency – It is easy to think that transparency
means sharing everything. But if we ponder this idea for a moment we know it is
not true. No utility would go out of its way to share specific dimensions from
the drawing of a pump, or the chemical composition of the chlorine product it
uses for disinfection. However, utilities share information all the time that is
not very meaningful or transparent. Content tends to focus on facts and figures
rather than the motivations or standards driving a decision or activity. So,
when communicating with the public or policy makers about needed investments or
rate increases, the utility needs to articulate the standards pertinent to the
recommendations. This must include relevant planning and financial standards. Without
this information, the value embedded in the proposal will not be clear or
compelling, and there is arguably no real transparency.
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