The four hats of the chief brand officer

on

This weeks post is by Robert Jones, Professional Course Director for MSc Brand Leadership.

Image

There’s a new role emerging in organisations: chief brand officer. The job used to be called brand director, or head of brand, and usually still is – but the role is changing. They used to be, in effect, head of the brand police, and their role was mainly policing an organisation’s visual identity. But that’s all changing. The new CBO has four hats – none of them a police helmet.

Creative director

In an era when attention spans have never been shorter, every organisation needs constant renewal. It needs constant creativity, imagination, ingenuity. As Bob Dylan says (and this is Steve Jobs’s favourite Dylan line) ‘he not busy being born is busy dying’. This is renewal not just in products but also in meaning, raison d’etre, value to people, role in the world. The CBO’s job is no longer about defending a positioning, but constantly renewing a sense of purpose, using not an old-fashioned brand book, but something much more alive.

Coach

People believe not the messages an organisation delivers, but the experiences. A brand is built not identity but experience. The CBO can no longer be the custodian of an identity, but the enabler of an experience. And because that experience depends on people across the organisation understanding what to do, the CBO must become the organisation’s coach, teacher, trainer, using an array of educational media and practical toolkits. Their goal is to give their organisation the competence and the confidence to experiment.

Lookout

Brands exist outside their organisation – in the heads of thousands or millions of people out there in the world. That’s the source of their amazing power. You therefore can’t control them – but you can watch how that mass of perceptions (and misperceptions) change, and take action to nudge them in the right direction. The CBO therefore needs to be lookout, watching how the brand evolves out there, using the most sensitive kinds of brand metrics. And looking for other brands to work with – collaborators that can multiply their brand’s power.

Court jester

Finally, however important an organisation says its brand is, in reality a lot of other forces drive decision-making. Shareholder pressures, sudden threats, internal politics, all that kind of thing. Someone near the CEO needs to be allowed to say what no-one else can. Like: ‘are we trying to hit our short-term targets, or build a long-term brand?’ There’s never a right answer, but the long-term option needs a champion – not just to whisper in the ear of the CEO, but to create an organisation-wide climate of brand-led leadership.

Advertisements

One Comment Add yours

  1. Anonymous says:

    Really interesting blog post. I used to work for a well-known conservation charity that had a brand refresh around five years ago, so the comment about how brands are beyond your control and exist in the minds of the customer, resonates. Our relationships with what we consume change, too, so it’s interesting to see examples of brands that can catch on to that in a way that’s subtle and unforced. Be interested to know more about brand metrics too!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s