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Latest News

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Branding Blog

  • 10 things that are often overlooked during a brand audit

    Brand Audit Checklist MB PilandKeeping your brand aligned means regularly auditing everything that tells your story. When you evaluate advertising and PR messages, you should never overlook the many other things that speak loud and clear.

    Here’s a starting checklist of additional things to monitor for your public-facing brand:

     

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  • Foosball tables are no substitute for culture

    Foosball table is not cultureWatch any company’s recruitment video these days and you’re likely to see a foosball table, an espresso bar and a workout room. You may be wondering if you need those to attract great employees, too.

    While games and fancy coffee are nice “extras,” they’re not the foundation of your culture. There are better ways to cultivate a winning internal brand.

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  • Don't let dirty laundry soil your brand

    Dirty laundry dirty brandYou may think that because your website is updated and your new video takes your customers’ breath away that your brand refresh is spotless.

    Employee behavior contrary to your brand promise will soil your brand overnight.

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  • What won't you do for your brand?

    What will you NOT do for your brandMany organizations have spent a significant amount of time thinking—and talking—about what they will do.

    “We will deliver excellent service every time,” or “we will always be at the forefront of innovation.”

    But what won’t you do?

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  • Stop talking about a sales funnel and think of it as a chain instead

    old school sales process bad for businessOld school sales guys will tell you sales is just a numbers game. Get enough prospects into the funnel and they’ll dump out X% of customers at the bottom. Easy.

    News flash, Herb Tarlek: your lack of a system is as outdated as your plaid polyester coat.

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  • "Not a problem" for lazy brands—and what to do about it

    NOT A PROBLEM is a problem for your brand“Not a problem,” the customer service person said to me on the phone as we were wrapping up my transaction. What!? Not a problem? For who—you!? Wait a minute. Who is the customer here?

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  • The delivery man and dark tales: a beastly lesson for your brand

    monster dooms your brandLast week, a hot, tired delivery man came into our office with some much-needed supplies. He delivered more than just packages. He delivered angry, ugly opinions about someone else’s brand.

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  • The customer journey starts with your employee journey

    Customer and employee journey Marketers are spending a lot of time talking about the customer journey. We’re not hearing the same talk about the employee journey, and that’s a shame. Because the customer journey with your brand will be bumpy at best if the employee journey isn’t thoughtfully mapped out and put into action first.

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  • An ad campaign won't fix what's wrong with your team

    vitaminis for your brand It’s an all-too-common malady: sales are flabby or fundraising goals are lagging, so leadership determines that a fresh new ad campaign is just the thing to make everything right.

    When we start asking questions to diagnose the situation, we often discover something else: an internal problem.

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Financial Blog

  • Shhhh! Stop using the *S* word.

    Stop using the S word bankersMany community bankers struggle with getting all of their staffers to feel confident with business development. That’s because staffers are afraid of the *S* word.

    Don’t tell them to SELL, teach them to LISTEN.

    Use our “Business and Baby” rule as your internal rallying cry.

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  • Don't "nice" your institution out of profitability

    nice piggy bank no fees A bank president recently told me he lets safe deposit box rent renewal notices slide because he hates to bug people over something so small, and he wants to be nice.

    It made me wonder whether he’s nice or just afraid to risk irritating a customer over a relatively small fee.

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  • How a hound dog and a handshake bred enduring loyalty

    hound dog loyalty bankingMy 92-year-old father-in-law Ralph is a WWII veteran and serial entrepreneur. Over the years, he’s owned a night club, a dry cleaning shop, a demolition business—and more. He’s an excellent negotiator and he knows how to lead and inspire a team.

    And he knows first-hand the value of a strong banking relationship.

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  • What Dale Carnegie and Beyoncé can teach bankers about relationships

    saymyname MB PilandAlmost every community bank will boast that they know their customers by their names. But do you really?

    And do you teach your bankers to go further than just recognizing familiar faces and say customers' names out loud? It might be a little old school - but it will be music to their ears.

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  • I make a mistake, I pay. You make a mistake, I pay?!

    tarnished pennies brandI talk about banking with a lot of people. So last month, someone told me about accidentally hitting “submit” on an ACH twice. Fortunately, a banker called right away to inquire about whether it was a duplicate and got it reversed. There was a $30+ charge for that fix, but it saved some money and hassle in the long run.

    Now, compare that to an accident the bank made on this same company’s credit card accounts.

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  • Better business development starts with heartburn

    antacids for brand heartburnWhen a business development team gets charged up and ready to call on prospects, they’re often so eager to talk, they forget to find out about what’s keeping the prospect up at night.

    Leading with what you have to offer is wasting that precious appointment you finally booked. Start with your prospect's pain and you'll have a much more productive conversation.

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  • How to pay more than lip service to your brand

    lip service for your financial brandMany financial institutions struggle with differentiating themselves in this commodity-mindset industry. “We need a new slogan,” they say. And, “let’s talk about our great service.”

    Service is not a position and you’ve got to pay more than lip service to your brand.

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  • Do not write my name on my clothes: and other things you do for your convenience, not mine

    bad tag for business processesIt’s been a while, but I’m still fuming about the dry cleaner who wrote my name inside my clothes. With a Sharpie. Really!? This isn’t summer camp and I’m not 8 years old.

    While this happened months ago, I’m still dismayed.

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  • Don't leave employees (and customers) in the dark

    open door webEveryone is busy. Like many high-performing employees, your people may be running as fast as they can. The problem: somewhere along the line, they’ve been taught to mind their own book of business, not the business of the entire bank. They're in the dark.

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MB Piland Advertising + Marketing: Culture Quiz
MB Piland Advertising + Marketing: Health Check