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A company rebrand may look like a pure technique to clean up your organization’s picture or redefine your market positioning. However rebranding generally is a dangerous determination, particularly if your online business has an worker expertise hole.
An worker expertise hole occurs when staff see their organizations otherwise from the way in which their employers assume they do. And this misalignment can derail even probably the most thrilling rebrands as staff withhold the help and enthusiasm wanted to make the rebrand succeed.
The 2023 Twitter-to-X rebrand is an instance of a rebrand that did not “land”, partially as a result of it did not resonate with staff. The rebrand got here on the heels of a well-documented worker ultimatum from CEO Elon Musk to go “hardcore” with Twitter 2.0 or resign. The ultimatum left employees feeling involved, undervalued, and upset. After the ultimatum got here some drastic headcount cuts, which additional rattled the corporate’s inner groups. By the point the rebrand to X was introduced, most of the remaining staff had undergone a lackluster expertise that left them unconvinced to be company cheerleaders.
Though the X rebrand wasn’t introduced down by the corporate’s worker expertise hole, it did not earn positive press or immediate client engagement. At this level, the general public nonetheless refers back to the platform by its former title, and reviews present that X utilization and engagement dropped 30% between 2023 and 2024. That is a surefire sign that the rebrand not less than faltered.
In distinction, the 2018 Dunkin’ Donuts to Dunkin’ rebrand incurred a a lot hotter public and worker welcome. To make certain, selling the sale of scorching espresso and pastries is much less controversial than renaming a social media channel. Nonetheless, meals rebrands aren’t assured to impress. Consequently, Dunkin’ stands out for its potential to not solely reframe its firm’s id however to deliver staff into the rebrand as a essential a part of the expertise.
As an illustration, Dunkin’ pledged $100 million to make sure that its rebrand included mandatory employee coaching and sources. Finally, Dunkin’ did extra than simply shorten its title and launch an up to date brand. The enterprise took steps to make sure that there was minimal worker friction through the rebrand.
For those who’re contemplating a rebrand, learn on to study the highest causes that rebrands battle as a result of worker expertise hole, in addition to tips on how to keep away from them.
Associated: When to Know If Rebranding the Right Move For You — and What You Should Focus on When It’s Time
Drawback 1: The model modifications however the firm tradition does not
Ideally, rebranding ought to be seen as a possibility to make a holistic change slightly than a skin-deep one. Too usually, although, leaders see rebranding in a superficial mild and focus their consideration on bettering the outward look of their firm. However they do not look deeper —and solely later uncover that up to date logos and a digitally superior web site cannot override the results of an outdated office tradition.
Based on Hoot Design Firm, rebranding campaigns ought to all the time be embedded with a cultural change component. The company recommends beginning all rebrands by transferring by way of a culture-driven methodology that places a premium on worker engagement. By guaranteeing its staff really feel linked to one another and to the corporate’s meant mission and goal, a rebranding enterprise can set itself up for resiliency and development.
For instance, previous to rebranding, your organization might make clear its mission, imaginative and prescient and goal with the help of your workforce. Including this type of high-level introspection to your rebranding encourages employee-employer alignment and helps scale back future worker expertise gaps and obstacles. It additionally offers you the prospect to determine any culture-related challenges that should be corrected earlier than your rebrand launch.
Drawback 2: Workers aren’t given a voice throughout planning
When employees are caught off-guard by a rebrand, they could be skeptical or overtly hostile to it. And it is simple to know why: From their perspective, management did not care sufficient about them to bring them into the discussion. Because of this, they could converse negatively about their employer and its rebrand, inflicting the rebrand’s momentum to stall.
Speaking upfront a couple of rebrand to employees is essential. Nonetheless, it may be arduous to know precisely when to inform staff a couple of rebrand that is not able to be unveiled publicly. That is when it could be acceptable to ask for advice from human resources. HR executives might help decide precisely how and when to inform staff a couple of rebrand launch. In startups with restricted HR roles and capabilities, this accountability could fall to the person in control of worker wellness. (Generally, that is the early-stage founder!) Regardless, the target is to construct worker data into the general rebranding plan.
But this cannot be a one-time outreach that leaves staff with none roles through the rebrand. Workers ought to be given important tasks within the rebranding in order that they really feel a way of possession about any modifications being made, reminiscent of providing beta suggestions on new brand designs or changing into client-facing model ambassadors on social media.
Associated: When to Consider a Rebrand (and How to Do It Right)
Drawback 3: The rebrand does not resolve identified buyer expertise flaws
Placing a brand new title on an present drawback does not resolve the issue. It simply masks it. And staff (significantly customer-facing ones) do not respect it when their employer spends cash on rebranding and never on well-known flawed processes.
A rebrand should not come on the expense of fixing methods which can be damaged. Quite the opposite, the rebrand could also be a great time to handle and proper issues to make staff’ jobs simpler. Accordingly, staff ought to really feel higher concerning the rebrand as a result of they’re going to be capable to carry out their jobs extra confidently and effectively after the launch.
If there’s one factor that the Nice Resignation taught the world, it is that staff will go away if they do not have employer help. In a 2021 Pew Research survey, 57% of employees who had give up a job cited being disrespected on the job as a cause. Anticipating employees to do their greatest with none help may very well be interpreted as disrespect.
Rebrands might be tough. For those who’re contemplating one, ensure to shut any worker expertise gaps. Being proactive will take away one of many greatest obstacles to efficiently driving the modifications you search.
