BRAND BUILDING

FOR

PROFESSIONAL
SERVICE FIRMS

www.hingemarketing.com
Brand Building Guide for Professional Services Firms
Copyright 2012

Published by Hinge Research Institute

1851 Alexander Bell Drive, Suite 350
Reston, VA 20191

All rights reserved. Except as permitted under U.S. Copyright Act of 1976, no part of this publication
may be reproduced, distributed, or transmitted in any form or by any means, or stored in a database or
retrieval system, without the prior written permission of the publisher.

Design by Hinge. Visit our website at www.hingemarketing.com

Brand Building Guide for Professional Services Firms

 about this
GUIDE
What? How can Hinge help?
An executive guide to building a successful brand Hinge offers branding and marketing services in the
for your professional services firm. following areas:

Why? Branding and Brand Building

• Award-winning creative
Your brand is arguably your most valuable asset. A
strong brand will bring you desirable new clients, • Research and strategy
great employees and premium rates. • Content marketing
• Campaign management
Who is it for?
Professional services executives, marketers, and Hinge also offers:
business development professionals. • Search engine optimization
• Website redesign
Who is it from?
• Outsourced blog writing and editing
This guide was prepared by Hinge, a leader in
branding and marketing for professional services • Social media strategy and implementation
firms. • Graphic design and layout

Brand Building Guide for Professional Services Firms

 table of
CONTENTS
5 Introduction

6 UNDERSTANDING YOUR BRAND

7 Chapter 1: What Is Your Brand?

11 Chapter 2: What Makes a Brand Successful?

14 DEVELOPING YOUR BRAND BUILDING STRATEGY

15 Chapter 3: The Psychology of Brand Strength

18 Chapter 4: How the Digital Revolution Changes Brand Building

21 Chapter 5: The Top 5 Brand Building Strategies

25 IMPLEMENTING YOUR BRAND BUILDING STRATEGY

26 Chapter 6: Using the Strategic Marketing Process to Build Your Brand

30 Chapter 7: The Top 10 Branding Tools

34 Chapter 8: Top Brand Building Blunders to Avoid

38 Conclusion

39 About Hinge

Brand Building Guide for Professional Services Firms

 INTRODUCTION
Your firm’s brand is arguably its most valuable asset.
Sounds audacious? Not if you consider that your brand is both your firm’s
reputation and it’s visibility in the marketplace.

We are used to hearing that a firm’s most important asset is its people. But
people come and go. And unless an individual’s reputation and industry
presence is so strong that they impact the entire firm’s marketplace
perception, not much changes. Your reputation is what lingers.

Brands can be ruined. Consider Arthur Anderson.

They can also be strengthened. That is exactly what this guide shows you
how to do.

Enjoy, learn and grow stronger.

The Hinge Team

Brand Building Guide for Professional Services Firms 5

 UNDERSTANDING

BRAND
Chapter 1
What Is Your Brand?

Chapter 2
What Makes a Brand Successful?

Brand Building Guide for Professional Services Firms 6

what is
your brand?
CHAPTER
For most professional services firms, your brand is arguably your most
valuable asset — and perhaps the least well understood. That’s not
too surprising, given that few professional services firms are run by
executives with a marketing background.

As a matter of fact, many professionals have never had

a single marketing class in their entire formal education.
Further, their advancement within the firm has been tied Your brand has a direct
to their ability to close new business based on personal
relationships and referrals. Branding considerations are
impact on building your
not on the top of their minds. firm.
Big mistake.

Why Formal Brand Definitions Fail

Consult a marketing textbook and you are likely to find a brand defined
as the sum total of a client’s emotional attachments and experiences
with your firm. You’ll probably find the discussion abstract and not very
practical. It seems far removed from the day-to-day realities of bringing in
new clients and recruiting staff.

In reality, the opposite is true. Your brand has a direct impact on building
your firm.

Brand Building Guide for Professional Services Firms 7

 CHAPTER 1 | WHAT IS YOUR BRAND?

What a Brand is Not

Let’s first peel away some very common misconceptions:

• Your brand is not your firm’s name.

• Your brand is not your logo or tagline.
• Your brand is not your website or marketing collateral.
• Your brand is not your mission statement.
• Your brand is not your advertising.

These items may help communicate your brand to the world. They may
even help clarify it. But they are not your brand.

So what is a professional services brand?

Your Brand Defined

After many years working with professional services firms, we’ve come to
the conclusion that the best definition is the simplest.

Your brand is partly your reputation. It’s what people say about you when
you’re not around. It’s how they feel about your firm and what they expect
from working with you. But reputation alone doesn’t capture the full scope
of a brand.

You must also add in the dimension of visibility. How

well known is your firm in your target market? The
better the reputation and the greater the visibility, the The better the reputation
stronger the brand will be.
and the greater the
A well-known, well-respected firm has an easier time visibility, the stronger the
attracting new clients. New recruits want to join that
firm. Potential partners want to be associated with it.
brand will be.
You can charge higher rates and are likely to be more
profitable.

When viewed in this light, it is easy to see the value of a strong brand. This
definition also helps you understand how to shape and build your brand.

Brand Building Guide for Professional Services Firms 8

 CHAPTER 1 | WHAT IS YOUR BRAND?

Rebranding Your Firm

It’s important to build the right brand for your firm. Sometimes you need to
pause to make sure that your brand still stands on a solid foundation. That
can involve rebranding.

Rebranding is the process of understanding your current brand and

deciding what it should be in the future. You then need to develop the tools
to represent and communicate that new brand. A new name, a new logo
and tagline, or a new website can help capture and communicate your new
brand.

Brand Building
Some activities are consistent with your brand and will help build and
reinforce it. Other activities might run counter to your brand (hurt your
desired reputation) and should be avoided.

Similarly, increasing your visibility within your target

audience will build your brand (assuming the activity
communicates your reputation correctly). However, if You have to be who you say
that visibility doesn’t help communicate your reputation you are and deliver what
you will fall short.
you promise. If you don’t,
That’s why advertising is so often a questionable your reputation will soon
strategy for a professional services firm. Visibility,
absent the ability to communicate reputation, is of reflect it.
limited value.

Living Your Brand

To build your brand, you also have to deliver on your brand promise. You
have to be who you say you are and live up to the expectations created by
your brand. If you don’t, your reputation will soon reflect it.

For example, saying that you have exceptional people will fall flat unless
they truly are exceptional. Unfulfilled promises will catch up with you.

Two Brands
When you understand that your brand is the way people perceive your firm,
it’s easy to see that different people can have different views of your firm’s
reputation and visibility.

Brand Building Guide for Professional Services Firms 9

 CHAPTER 1 | WHAT IS YOUR BRAND?

Of particular note is the difference between how the outside world sees
your firm and how the folks that work there perceive it. You might think of
these as your external brand and your internal brand.

If these two perceptions are out of sync, you can easily make mistakes.
You might assume that your target clients understand your firm’s reputation,
when in fact they do not. Similarly, you may assume that potential clients
appreciate a difference in expertise when it is not even on their radar.

On the other hand, if you understand your brand and communicate it clearly,
good things happen. You start attracting clients who are looking for a firm
just like yours. Ditto for employees and business partners.

Your Biggest Asset

A strong brand can bring you desirable new clients, great employees and
premium rates. It’s an asset that has value, even if you move offices, change
clients or replace staff. Your brand endures.

It’s hard to imagine another asset that contributes so much to growth and
profitability. It’s certainly worth the time to understand and nurture it.

Now let’s take a closer look at exactly what makes a brand successful.

Want to do it yourself?
From step-by-step How-Tos to in-depth courses,
Hinge University will give you the skills and know-how
to elevate your brand.

Check out Hinge University: HingeUniversity.com

Brand Building Guide for Professional Services Firms 10

what makes a
brand successful?

What makes a brand successful? It’s a good question and one that more
professional services marketers ought to ask. To answer it let’s start by
defining what a successful brand does for a firm.

Brand Success Defined

CHAPTER

A successful brand will deliver the results you expect from a market leader.
Here are some of the most important measures of brand success:
2
• High frequency of referred clients
• High level of self-initiated contacts from potential clients
• A high closing percentage
• Few competitive bid situations
• Premium fees

There are, of course, other ways a strong brand impacts a professional

services firm. For example, recruiting new employees is easier, publicity
comes readily and third-party recommendations are plentiful.

All of these factors make it more likely that firms with strong brands will
succeed and prosper. Let’s now turn to what drives that brand success.

What Makes a Brand Successful?

There are five key factors that drive brand success. Some of them are
directly linked to the very definition of a professional services brand. Others
are driven by very practical considerations.

Brand Building Guide for Professional Services Firms 11

 CHAPTER 2 | WHAT MAKES A BRAND SUCCESSFUL?

1. A well-defined target audience

While it’s tempting to think of your firm’s visibility as universally important, it’s
not the primary factor. It’s far more important to have a clearly defined and
well-understood target market.

To be meaningful, a brand must be “for someone.” No brand can try to be

everything for everyone and hope to be successful.

Many professional services firms are reluctant to specify a target audience.

They do so at their own disadvantage.

2. An excellent reputation
A lot of firms have very good reputations. That’s a great starting place. But
to be a really successful brand, the reputation must not be simply good, it
must be great. Everyone must view the firm in a favorable light.

3. Relevance to the success of the target audience

Your firm must also be seen as being relevant to the
success of your client. It’s not enough to be nice To be meaningful, a brand
people or even knowledgeable and helpful. Those fall
into the “nice-to-have” category. must be “for someone.”
No brand can try to be
The real driver of a successful brand is your ability
to make your clients successful. You aren’t just a everything for everyone and
bystander; you are a contributor to your clients’ hope to be successful.
success.

4. High visibility
Are you widely known to your target audience? Are
they aware that you not only exist but that you are also relevant to your
clients’ success? Are they also aware of your reputation?

Our research shows that this is the area where many professional services
firms fall short. They may have excellent reputations among their clients and
be seen as driving success, but their visibility only extends to a portion of
their target audience.

This is particularly a problem when you have too many target audiences. It’s
hard to reach everyone in multiple target audiences at the same time — and
with sufficient visibility to make you successful.

Brand Building Guide for Professional Services Firms 12

 CHAPTER 2 | WHAT MAKES A BRAND SUCCESSFUL?

5. A premium position
You can have all of the criteria we mentioned above and still fall short of
your potential. To be truly successful, a brand must have something of a
premium position. Without a premium brand perception, your firm will not
be in a position to command premium fees.

While you can achieve a lot of success as an average priced firm, there are
limits. If people perceive your firm as the most successful at solving client
problems and the best place to build a career, you will likely need to be
seen as charging premium fees.

If you don’t charge a premium, people may start asking questions. What’s
wrong with your firm? If you really are that good, you should command a
premium. After all, that’s what the most successful brands do.

How successful is your brand? With these five factors in place the answer
should be “very successful.”

Now let’s turn our attention to developing your strategy for building your
brand.

Need some help?

Hinge offers a comprehensive suite of marketing and
branding services to increase your visibility and grow
your firm.

Let’s explore how we can help:

branding@hingemarketing.com

703 391 8870 | hingemarketing.com

Brand Building Guide for Professional Services Firms 13

 DEVELOPING

BRAND BUILDING

STRATEGY
Chapter 3
The Psychology of Brand Strength

Chapter 4
How the Digital Revolution Changes Brand Building

Chapter 5
The Top 5 Brand Building Strategies

Brand Building Guide for Professional Services Firms 14

the psychology of
brand strength
CHAPTER
If you are interested in increasing the brand strength of your firm, there is
someone you need to meet. His name is Edward Thorndike.

You may remember him from Psych 101 as a pioneer in educational

psychology. In 1915 he published a paper in which he identified an unusual
problem.
3
The Halo Effect
Thorndike discovered that when people rate someone on
one trait it is correlated with their ratings on other traits. Put
another way, people tend to see a person’s performance
as all good or all bad. This phenomenon has come to be
called the “Halo Effect.”

While Thorndike saw the Halo Effect as a source of

measurement bias in his research, the savvy marketer will
recognize it as the foundation of the modern concept of
brands. When we develop a favorable impression from
interacting with one partner at a firm, we tend to view the
whole firm in a favorable light. Our impression of that firm’s
brand is strengthened.

Not surprisingly, it can also work in the other direction.

Unfavorable impressions are also generalized via the
“Devil Effect.”

Brand Building Guide for Professional Services Firms 15

 CHAPTER 3 | THE PSYCHOLOGY OF BRAND STRENGTH

The Importance of Brand Strength

The concept of a strong brand is something that we all understand on a
very intuitive level. From our own experience we know that firms with high
brand strength do better in the marketplace, whether they need new clients,
business partners or employees.

In Chapter 1, we define brand strength as the combination of a firm’s

reputation and its visibility. Firms that have better reputations coupled with
higher visibility have stronger brands.

High visibility alone won’t build your brand. Does any

experienced professional services marketer believe
that full-page display ads by themselves strengthen Firms with high brand
your brand? strength do better in the
Similarly, a great reputation that few people know about marketplace, whether they
may produce client loyalty and a handful of referrals but need new clients, business
not much else. An unknown brand is not a strong brand.
partners or employees.
Increasing Brand Strength
So how do you increase your firm’s brand strength?
Well, just telling everyone that you have a great
reputation obviously won’t do it. It’s not believable. So
demonstrate it, instead.

But demonstrating your reputation across every possible service delivered

to every possible industry is an almost impossible task (not to mention
expensive). What’s a marketer to do?

Here is where Professor Thorndike and his Halo Effect come to your rescue.

Your firm doesn’t need to be the best at everything. You just need to be the
best at something, and the Halo Effect will help pull the rest of your services
forward. Similarly, you don’t need to be highly visible to everyone. But you
do need to have a strong presence somewhere. From that starting point
your brand strength can grow.

Brand Building Guide for Professional Services Firms 16

 CHAPTER 3 | THE PSYCHOLOGY OF BRAND STRENGTH

Why Firms Fail

It seems almost too simple. Yet firm after firm fails to use this simple insight
to build brand strength. Instead, they divide their marketing budget across
all their offerings and target every possible client with the same intensity. By
trying to be everything to everyone they end up being nothing to anyone.

The Halo Effect does not help these firms build stronger brands. Instead,
it reinforces an impression that they are nothing special. They allow
themselves to become a commodity and are reduced to competing on
price alone.

A Better Approach
A better approach would be to focus on an industry in which you have
a clear strength and a service where you can gain a true advantage. By
devoting your resources to becoming the best in that segment you have a
reasonable opportunity to develop a strong reputation and high visibility.

From that island of brand strength, you can more easily expand. Add
additional services and move to additional industries where your visibility
can be leveraged.

And yes, we’re fully aware of the political perils of focusing marketing efforts
on a limited set of targets. Internal partner politics can foil a great strategy.
But the alternative is not very appealing.

In our ongoing studies of high growth professional services firms, we found

that they tend to have a much clearer, more narrow focus than their average
growth peers. In short, they have the good Professor Thorndike on their
side.

But the art and science of brand building is changing. Blame it on the digital
revolution. The next chapter of this guide will help you keep up with it.

Brand Building Guide for Professional Services Firms 17

how the digital
revolution changes
brand building

Whether you are prepared for it or not, there is a wave of change ready to
break. The world of professional services marketing is about to change in
ways that many folks have not anticipated.

There will be new winners and new losers. Some firms will rise to reshape
the industry. And it is likely to happen very quickly.

Some people believe that professional services are

4
CHAPTER

inherently local. You must be face to face to build trust

and provide service — ergo professional services will
always be local.

As it turns out, there is another path to trust. That path

involves building credibility and trust through sharing
valuable content and expertise online.

Here are the factors driving that change:

1. Technology is making it possible

With the speed and low cost of digital communications,
everyone can communicate easily and inexpensively.
The distance barrier is rapidly eroding. And it is not
just voice and written communications. Today, you can
Skype with someone if you want to look them in the eye.

2. Digital natives are taking over

Anyone entering the workforce within the last 10 years
(and that is a lot of folks) has grown up with digital
technology. To think technology is not impacting the way
people search for professional services providers is to deny reality.

Brand Building Guide for Professional Services Firms 18

 CHAPTER 4 | HOW THE DIGITAL REVOLUTION
CHANGES BRAND BUILDING

And young professionals are not the only ones adopting digital thinking. All
ages and demographics are “Googling” their way through their workday,
searching for advice, education, recommendations and potential vendors.

Think your buyers are different? They never search online? Don’t kid
yourself. If they aren’t searching for services themselves, they are
delegating the task to someone who is less senior and more comfortable
online. Someone is checking you out, even if you don’t know it. We see it
literally every day in the professional services marketplace.

3. The time-pressured executive

Today everyone seems to be under increasing time pressure. Do more with
less. Do it faster.

Forget the leisurely networking lunch. Give it to me

now. Email it over. Google the issue and get an instant
answer. This trend toward instant gratification obviously More and more, offering
favors the digital mode.
free education is the way
4. Free education expected professional services firms
Got an issue of importance on the horizon? Go online
and research it.
establish their expertise
and attract new clients.
The expectation is that someone on the internet is
going to explain it to you and educate you for free.
And it is working.
More and more, offering free education is the way
professional services firms establish their expertise and
attract new clients. And it is working.

In a recent study of online marketing for professional services firms,1 we

found that 77% of firms are generating business online. Importantly, those
firms generating 40% or more leads online grow 4X faster than those that
do not get clients from the digital world. Now that is a true competitive
advantage!

5. Expectation of transparency
People have come to expect a level of information and transparency like
never before. They expect to understand and evaluate your firm online.

1
www.hingemarketing.com/library/article/online_marketing_research_study/#

Brand Building Guide for Professional Services Firms 19

 CHAPTER 4 | HOW THE DIGITAL REVOLUTION
CHANGES BRAND BUILDING

What is your reputation? What is the buzz about your new service? Who
works there? How do you approach a client with the same issues I’m
experiencing?

If they don’t find what they’re looking for, it’s easy to move on. The next firm
is just a click away. Why deal with someone who has something to hide?

When you step back and consider the magnitude of these changes it is
easy to see that the traditional model of professional services marketing
must change.

Competition is going global (or at least national or regional) for more and
more professional services. People are getting increasingly comfortable
dealing with professional services providers in other locations. Specialists
and experts of every sort are making themselves accessible.

How will your firm adapt? What strategies will you employ to stay
competitive and build your brand? Let’s turn to what’s working best today.

Brand Building Guide for Professional Services Firms 20

the top 5
brand building
strategies
CHAPTER 5
It’s hard to overestimate the value of a strong brand for a professional
services firm. It can help you win new clients, command premium fees and
attract and retain the very best talent. But how do you do it?

What are the best brand building strategies for your firm? Let’s start by
defining what a brand building strategy is, and then we’ll describe how it
works.

Brand building strategy defined

As you may recall from Chapter 1, we define the strength of a professional
services brand as a firm’s reputation times its visibility within its target client
group.

Brand Building Guide for Professional Services Firms 21

 CHAPTER 5 | THE TOP 5 BRAND BUILDING STRATEGIES

There is one additional dimension of a brand to consider: its relevance to

the target client group. A firm that is not seen as offering services that are
relevant to solving important client issues will tend to have a weaker brand.

When viewed in this light, an effective brand building strategy will help
firms improve their reputation, increase their relevance and increase their
visibility to the target client. The best strategy is to do all three.

Top brand building strategies

Here are our top five strategies for effectively increasing the strength of
your brand.

1. Content marketing
Content marketing involves providing a steady stream of useful information
to potential clients or influencers. Think educational rather than promotional.
It addresses relevance, reputation and visibility.

Over time, potential clients learn how you approach

problems and develop trust in your firm. When they
need assistance, your firm is at the top of their list.

Content marketing relies on winning clients by sharing

something of value rather than trying to persuade or
“sell” them. As such, it is a great way to build a brand
and generate leads.

2. Develop Visible ExpertsSM.

Many firms have experts, but few of them go on to
become well known and influential among their target
client group. We call these fortunate few Visible
ExpertsSM1. By deliberately developing one or more
of these high-profile experts, a firm can dramatically
increase the power of its brand.

The strength of a Visible Expert’s personal brand

transfers to the entire firm by virtue of the “Halo
Effect” we described in Chapter 3. In the same way,
as a university becomes more prestigious when it
has a Nobel Prize winning faculty member, so too
a professional services firm benefits by having a
nationally known, high-profile expert on its team.

1
www.hingemarketing.com/blog/story/branding_tools_for_the_visible_expert8480

Brand Building Guide for Professional Services Firms 22

 CHAPTER 5 | THE TOP 5 BRAND BUILDING STRATEGIES

3. Cultivate prestigious partners

Partnering with prominent organizations to take on important projects is another
proven strategy for building your professional services brand. Large, well-known
businesses, trade associations or universities are all good partnering candidates.

By partnering, we are not talking about sponsoring events. While sponsorships

are frequently thought of as a brand building strategy, they can be more costly
and less effective than a project partnership.

Instead, consider conducting a research project together or starting a special

educational program. An innovative, high-profile project is more distinctive than
your logo on a crowded sponsorship banner — and is a far more powerful brand
building strategy.

4. Seek high profile clients and case stories

There are many successful professional services firms that have built their
reputations on a single name-brand client or a well-known case study. But if you
systematically seek out high-profile clients and invest in producing dramatic
results that can be widely shared, that’s a great brand building strategy.

Of course, everyone wants prestigious clients and great

results. But surprisingly few firms do the planning and
investment to turn that desire into reality.
One of the most highly
For example, a firm may land a name-brand client, but if
their contract prevents them from promoting their work, leveraged brand building
a brand building opportunity is lost. Or similarly, a firm strategies available to
may focus on staying within scope rather than investing
in the engagement to produce exceptional results.
professional services
If you make high-profile results a deliberate brand firms today is based on the
building strategy, those mistakes are less likely.
growth of social media.
5. Dominate the social media space
One of the most highly leveraged brand building
strategies available to professional services firms today
is based on the growth of social media. Businesses of all types are becoming
regular users of social tools such as LinkedIn, Twitter and YouTube.

But just participating in social media is not enough. Many, many firms and
individuals do that. Instead, we are talking about investing the resources to have
a dominant presence.

Brand Building Guide for Professional Services Firms 23

 CHAPTER 5 | THE TOP 5 BRAND BUILDING STRATEGIES

There’s a real strategic opportunity here because adoption of social media by

professional services firms is still in its early stages. It is still possible to become
a major online voice within many target client groups. Many small firms and solo
professionals are managing to establish strong online brands in this way.

While traditional face-to-face networking is still important, consider the time

and cost savings associated with an online approach. The strongest brands are
everywhere your target client looks, and they are respected by everyone they
talk to. A strong social media presence is a great strategy to make that happen.

The best brand building strategy

In most cases, the best overall brand building
strategy is one that combines several of these
top strategies. For example, a content marketing
It is still possible to become
strategy is a natural fit with a strong social media a major online voice within
presence. Social media becomes a perfect way to many target client groups.
spread the content, and the content makes great
fuel for online discussions.

And, of course, these winning strategies

complement traditional brand building strategies. Face-to-face networking or
trade show marketing work well with any of these strategies.

Build your brand and you will build your business. But remember, no strategy is
effective unless it’s implemented. That’s where we turn our attention next.

Want to do it yourself?
From step-by-step How-Tos to in-depth courses,
Hinge University will give you the skills and know-how
to elevate your brand.

Check out Hinge University: HingeUniversity.com

Brand Building Guide for Professional Services Firms 24

 IMPLEMENTING

BRAND BUILDING

STRATEGY
Chapter 6
Using the Strategic Marketing Process to Build Your Brand

Chapter 7
The Top 10 Branding Tools

Chapter 8
Top Brand Building Blunders to Avoid

Brand Building Guide for Professional Services Firms 25

using the
strategic marketing
process to
build your brand
CHAPTER
If you’re like many professional services executives, the whole concept
of a strategic marketing process may seem a bit alien. Even for classically
trained marketers, concepts such as the marketing mix or distribution
channels can seem out of place in a professional services context.

And it’s no wonder. The classic strategic marketing process models were
developed for advertising-driven consumer products. Professional services
6
are quite different in their nature and how they are marketed.

What we need is a process tailored to the realities of modern professional

services firms. Try this process on for size.

Strategic marketing process defined

The strategic marketing process is how you align your firm’s overall strategy
with your day-to-day business development efforts. It allows growth to be
driven by a deliberate strategy.

For many firms, growth is a result of

luck and individual partner efforts.
Marketing is often reactive and short
term oriented. “Hey, we were just asked
to sponsor a golf event. Should we
do it?” or “We need some new clients.
Let’s send out a mailing describing our
service offerings.” You get the picture.

We all want to grow our firms. But how

can you do it strategically?

Brand Building Guide for Professional Services Firms 26

 CHAPTER 6 | USING THE STRATEGIC MARKETING
PROCESS TO BUILD YOUR BRAND

A Practical Alternative for Professional Services Firms

We recommend a simple, 10-step strategic marketing process.

1. Decide on the overall goals of the firm

What kind of a firm do you want or need to have? How much growth?
Do you want to double in size in 5 years, for example? Firms with clear
strategies, built on strong differentiators, tend to grow faster and are more
profitable.

2. Look at where you are already strong

What industry verticals do you already have strength in? What kind of
services are you good at delivering? Where do you offer the most value and
enjoy the greatest success? Most established firms have a large number of
industry/service combinations to consider, since growth
has often been opportunistic.

3. Consider which industries have the most

promising long-term prospects for your firm
Firms with clear
They may or may not be high growth industries strategies, built on strong
(although growth is important to consider). This step differentiators, tend to
may take some basic secondary market research,1
which is not hard to do. grow faster and are more
4. Consider which services you are best prepared to
profitable.
offer today
What do you excel at already? By now, you may have
several promising alternatives. Most firms do. There may be some industries
in which you have deep experience and strong staffing. They may feel like
an obvious choice. Or you may have a service that delivers greater value
than competitors.

But don’t decide which to prioritize just yet. The next step will set you apart
because so few firms do it.

1
http://www.hingemarketing.com/library/article/spiraling_up_create_a_high_growth_high_value_pro-
fessional_services_firm

Brand Building Guide for Professional Services Firms 27

 CHAPTER 6 | USING THE STRATEGIC MARKETING
PROCESS TO BUILD YOUR BRAND

5. Research the best possibilities

Do some structured research on possible target client groups. We
recommend how to approach this research in our new Research Guide.1
This research will identify not only your best short-term opportunities (a.k.a.
“low hanging fruit”), it will also point to new services that you can offer in the
future. You will also understand what messages you need to communicate
and which hurdles you will have to overcome.

6. Choose your high priority target client groups

By now you should have a good fix on which industries and services are
the most likely to yield success if you concentrate on them. For some firms,
prioritizing and focusing marketing efforts will be a cultural shift, so be
prepared for some pushback.

7. Develop your marketing strategy and plan to reach those target

audiences
For most firms this will be a mixture of traditional approaches, such as
networking and trade association activity, and newer online approaches
such as content marketing and social media.

The point is to accelerate both your visibility and reputation within your
target groups and those that influence them. Think opinion leaders and
referral sources.

8. Put your measurement tools in place

You’ll want to know how the strategy is working. Start to track contacts
(email list size, for example), referrals, leads, proposals and wins as a
starting place.

But you may also want to track visibility (e.g., keyword searches on targeted
terms, press mentions, social media reach and the like) to monitor the
strength of your brand within the target group.

9. Implement your strategy

The strategic marketing process falls flat if you don’t actually implement
your strategy. Yes, it is hard. But implementing it separates the winners from
the losers!

10. Review and adjust

We recommend monitoring your progress each month. Are you actually
doing what you planned to do? Is it having the desired impact?

1
www.hingemarketing.com/library/article/hinges_professional_services_guide_to_research#

Brand Building Guide for Professional Services Firms 28

 CHAPTER 6 | USING THE STRATEGIC MARKETING
PROCESS TO BUILD YOUR BRAND

Each quarter, take a look at the cumulative results. Is your marketing

working the way you projected? You can make adjustments at that point.

Finally, conduct your annual review in conjunction with planning and

budgeting. If you have been implementing a solid plan for a year and the
needle is not moving, you need to consider a new strategy.

The beauty of this strategic marketing process is that it keeps your firm
focused on strategic growth. That is important because strategic growth
adds much more value to a firm than the unfocused or undisciplined growth
that can occur in the absence of a strategic marketing process.

It’s a beautiful thing when a strategy comes together.

Need some help?

Hinge offers a comprehensive suite of marketing and
branding services to increase your visibility and grow
your firm.

Let’s explore how we can help:

branding@hingemarketing.com

703 391 8870 | hingemarketing.com

Brand Building Guide for Professional Services Firms 29

the top 10
branding tools

Now let’s take a closer look at some of the top brand building tools.

If you are an industry veteran, you probably already know the value of
having a strong professional services brand. The question is, how do you
build a leading brand?

That’s where branding tools come into play.

7
CHAPTER

Branding Tools Defined

A branding tool is a technique that helps you build and refine your firm’s
reputation or increase the visibility of that reputation. The best branding
tools somehow manage to do both at the same time.

Here’s our list of the Top 10 hottest branding tools for a professional
services firm.

1. Write the definitive book on your signature topic

This requires that you know your stuff.

Note that the book should be written for clients, not fellow professional
practitioners. If you make a complicated topic easy to understand and
appreciate, you’ll be seen as a leader by the people who matter most.

2. Produce a signature-quality video

Increasingly, people don’t read—they watch. For the cost of an impressive
brochure, you can produce a memorable signature video that tells the story
of your firm and positions you as a leading brand.

Don’t skimp on the production budget. A ho-hum, talking-head sales piece

doesn’t impress. Do it right or not at all.

Check out these video pricing guidelines to help you set a realistic budget:
www.hingemarketing.com/library/article/what-is-the-cost-of-video-production-for-the-web/

Brand Building Guide for Professional Services Firms 30

 CHAPTER 7 | THE TOP 10 BRANDING TOOLS

3. Develop a must-read industry blog

Make sure your blog is something that potential clients and referral sources
want to read — having a blog just to have one won’t cut it. Start by defining
a clear blog strategy.

Publish frequently and give your blog some features that stand out. Think of
your blog as an online magazine, with topics and features that people talk
about and share with colleagues and friends.

A top-quality blog will help build online visibility as well as attract search
engine traffic to your website. Over time it can position your firm as a
leading brand, so don’t hesitate to get the help you need to do it well.

4. Publish a provocative industry newsletter

Not sure if a blog is right for you? Focus on a newsletter instead.

More traditional than a blog, a newsletter provides critical industry insight

and information that is not easily available elsewhere. Your newsletter’s
particular slant can convey your perspective on the industry you serve.

This type of industry-focused newsletter is a proven brand-building tool. But

to succeed as such, your newsletter must be robust and useful—it has to
clearly stand out from the usual firm-centered fluff piece.

5. Organize a specialized industry conference

Conference participation is a proven way to build a brand. Speaking and
sponsorships are both tried and true.

But you want to be a leader. Why not be bold and develop your own
specialized conference?

Let’s say your IT firm handles cloud computing security, and you have a lot
of customers in the health care industry. Instead of presenting a panel at a
health care conference, organize an entirely separate event centered on
your topic.

Set a clear focus on an emerging niche that is not currently addressed.

Keep the conference small and specific at first, bringing in as many partners
as needed to make it successful. As the conference grows, so will your
brand strength.

Brand Building Guide for Professional Services Firms 31

 CHAPTER 7 | THE TOP 10 BRANDING TOOLS

6. Conduct a groundbreaking research project

Does a major question remain unanswered in the industry you serve? Do
people understand their competitors well, or is perception foggy at best?
Industry players rarely conduct research on their own, and when they do,
they usually keep it proprietary.

As a service provider to the industry, you have more freedom. Do the

research, share the results widely, and you will strengthen your brand.

7. Initiate an awards program

People love to be recognized. What’s more, when they receive an award,
they love to publicize the fact.

Put these two tendencies to work for your firm. Create your own awards
program to recognize companies in the industry you serve.

Make the awards relevant to the type of work that you do. For example, a
UK-based firm named Valuable Content Ltd1 helps companies create high-
value content for their marketing efforts. They have created a program
around a monthly Valuable Content Award.2 As a proud recipient ourselves,
we display their badge on our blog. Everybody benefits.

Consider partnering with an association or trade publication to increase

visibility and participation in your program. You will simultaneously
strengthen your reputation as a leading brand and increase your visibility
among key players.

8. Start an industry index

The goal is to develop an index that is closely followed and widely cited.
Perhaps it’s based on industry “confidence” or “backlog” or even “sales
activity.” By establishing the industry’s standard index, your firm becomes a
leader.

Let’s say that you serve the chain restaurant industry. Start by recruiting a
research panel of top restaurant chains. Have the panel members report
average tickets and total diners each month. Standardize the information
and report on it widely as the “[insert name of your firm] Dining Out Index.”
Eventually, everyone in the industry will receive a monthly reminder that
your firm is a leader.

1
www.valuablecontent.co.uk/
2
www.hingemarketing.com/about/news/hinge_linkedin_group_named_valuable_content_award_winner

Brand Building Guide for Professional Services Firms 32

 CHAPTER 7 | THE TOP 10 BRANDING TOOLS

9. Cultivate more Visible Experts™1

Perhaps you have some very talented experts within the ranks of your firm
(and what firm doesn’t?). Consider dramatically increasing these people’s
personal visibility.

There are several routes to this goal—think in terms of books, publications,

speaking engagements, etc.

The key point is that by increasing the visibility of these experts, you
also increase the profile of the firm they are associated with. Having one
superstar expert is notable, but having three world-class experts makes
yours a superstar firm.

10. Create a high-profile interview series

Let’s say that you market your services to CIOs. Imagine
that you set up video interviews with the most visible
CIOs from the entire industry you serve. Now all these
high-profile CIOs know your firm. The key point is that by
increasing the visibility of
Other CIOs are interested in what the leading CIOs
have to say; now they are also exposed to your firm. these experts, you also
increase the profile of the
Everyone assumes that your firm knows a great deal
about CIOs (which it does). In short, your brand benefits firm they are associated
from others’ credibility and visibility. The result is a with.
strengthening of your brand.

Share the full videos, excerpts, summaries, etc. in a

variety of formats to maximize your overall visibility.

Each of these branding tools can help to reposition your firm, improve its
reputation, and increase its visibility. While some of the techniques may
be time consuming and can require an ongoing investment, the benefits
they return are typically substantial. It’s what leading professional services
brands do.

But when it comes to implementing a successful brand-building strategy

there are some pitfalls to avoid. We’ll look at those next.

1
http://www.hingemarketing.com/blog/story/branding_tools_for_the_visible_expert8480

Brand Building Guide for Professional Services Firms 33

top branding
blunders to avoid

and repositioning an existing brand (re-branding), there are several

CHAPTER
Whether you are developing a brand new brand (brand launch) or updating

common blunders that can cost you dearly. Falling prey to them can kill the
effectiveness of your subsequent brand building efforts and waste precious
time and money.

Let’s begin with a definition of brand development and see how brand
8
building fits in.

Brand Development Defined

Brand development, as we discussed earlier, is the process of creating or
updating a professional services brand. It typically involves three phases.

Brand Building Guide for Professional Services Firms 34

 CHAPTER 8 | TOP BRANDING BLUNDERS TO AVOID

Getting the brand strategy right. The opening phase often involves client
and target audience research, brand positioning and brand messaging
architecture.

Creating the brand communication tools. In this phase, a firm develops a

new identity and business development tools, such as a name, logo, tagline,
stationary, website, marketing collateral, proposal templates, and a content
marketing strategy.

Building the newly developed brand. Here, marketing

plans, internal staff training, and a wide range of
promotional techniques are brought into play to A flawed foundation makes
increase the visibility of the brand with target audiences for a poor structure.
(from potential new clients to referral sources and
prospective new hires) and shape the firm’s reputation.

The brand development process can be daunting. The

payoff is huge and the costs are significant, so the stakes are high. That’s all
the more reason to avoid costly blunders.

Here is our list of the top 10 mistakes made by firms trying to build a strong
brand. You’ll notice that many of these mistakes occur early in the brand
development process, well before you start brand building. A flawed
foundation makes for a poor structure.

Top 10 Brand Building Blunders

1. No differentiators
If there is no difference between what you say about your firm and what
competitors say about their firms, you have a weak brand. Unfortunately,
this can have a negative impact on your firm’s growth and profitability.
High growth firms are 3X more likely to have a strong, easy-to-understand
differentiator.1

Here is a quick test to see if you have a true differentiator. Think of some
way you believe your firm is different. Then ask if a potential competitor
could ever say the opposite. If the answer is “no,” it is probably not a good
differentiator. By the way, having great people and offering great client
service don’t pass this test.

1
www.hingemarketing.com/spiralingup

Brand Building Guide for Professional Services Firms 35

 CHAPTER 8 | TOP BRANDING BLUNDERS TO AVOID

2. Trying to be everything to everyone

This typically results in being nothing special to anyone. Many firms head
in this direction because they believe that offering more services creates
more opportunities. In fact, they are making it much more difficult to attract
new business. Having a clear focus or specialization is another attribute of
high growth firms.1

3. Failure to understand what a brand is

Your brand is not your name or logo or mission statement. It is more about
how the outside world (especially potential clients or employees) sees you.
Think of it as your reputation. Another dimension of brand is how visible
you are in the marketplace. Together, these two elements — reputation and
visibility — comprise the essence of your brand. As such it truly impacts just
about everything you do. This leads directly to the next blunder.

4. Not realizing that your brand is your most important asset

With a strong brand, a firm can replace people, modify service offerings,
or even change client segments with the full expectation that they can
continue to enjoy success. The firm can be bought and sold on the strength
of its brand in the marketplace. A professional services brand can be a
tremendously valuable asset and should be treated as such. Failing to
invest in brand development is short sighted and costly in the long run.

5. Branding in a blindfold
Let’s face it, we all think we understand our clients and competitors. But
we’re usually wrong — dangerously wrong. In virtually every research study
we conduct into our clients, we find that internal staff and partners have a
distorted view of what their clients really think. A recent study2 showed that
firms that conduct systematic research on their target clients grow faster
and are more profitable.

6. Making brand development a battleground for other issues

Sadly, many firms turn brand development into a battleground over the
future of the firm. For instance, a simple logo decision can become a
protracted battle over unresolved issues. Brand development is difficult
enough in its own right. Don’t burden it with unresolved issues around firm
direction or control.

1
www.hingemarketing.com/library/article/high_growth_professional_services_firm_how_some_firms_grow_in_any_market
2
www.hingemarketing.com/blog/story/online_marketing_research_study_digital_marketing_delivers_faster_growth_an

Brand Building Guide for Professional Services Firms 36

 CHAPTER 8 | TOP BRANDING BLUNDERS TO AVOID

7. Aiming too low

Good brands are both real and aspirational. They stand for something that
people can get behind and support. Try to be the leader in something or
you will offer little reason for a prospect to choose your firm over another.
Standing for something helps you build a strong brand.

8. Making a promise you can’t keep

The flip side of aiming too low is offering a brand promise that you can’t
deliver on. Overpromising will cost you credibility and trust. There is a fine
line between being aspirational and being unrealistic. People will forgive
you for aiming high and falling short of perfection if you are better than
others. But if you are aiming high but only deliver a mediocre product, don’t
expect much understanding.

9. Forgetting online branding

The world of professional services is changing. People are learning about
your firm in ways they never did before. Don’t make the mistake of focusing
on traditional approaches to branding while ignoring online marketing’s
growing role in brand development. The future of branding is digital, so plan
for it in your strategy, brand building and rollout.1

10. The “me too” mistake

Fitting in with the rest of your competitors is not a sound strategy: “They
use blue, I’ll use blue.” “Every government contractor has a flag and a
capitol dome, so I should too.” While adopting attributes of your competitors
may feel safer, it is actually playing with fire. It’s hard enough to tell most
professional services firms apart. Don’t make it worse on your prospective
clients. If you can’t be completely different, at least look and sound a
bit different. It won’t hurt, and it will probably make your firm easier to
recognize and remember.

As you retool your firm for the future, try to avoid these 10 brand building
blunders. Your firm’s prospects look better already!

For more information and tips, check out the branding and marketing
resources in the Additional Resources section of this guide or visit the
Hinge library on our website: www.hingemarketing.com/library.

1
www.hingemarketing.com/blog/story/top_5_brand_building_strategies_for_professional_services_firms

Brand Building Guide for Professional Services Firms 37

 CONCLUSION
Because your professional services brand is so central to the ongoing
success of your firm it should be a matter of ongoing focus and investment.
In reality, it rarely is.

In an odd way, that’s the good news.

Because so few competitors are giving brand building the attention it

requires, you have a great opportunity to benefit and gain a meaningful
competitive advantage.

Your firm can be the one that attracts the best clients, the most talented
team, and the strongest business partners. You can charge the premium
fees and enjoy the highest valuation.

All in all, that’s not a bad prospect.

We’re here to help make that a reality.

The Hinge Team

Brand Building Guide for Professional Services Firms 38

 about
HINGE
Hinge specializes in branding and marketing for professional services firms.
We are a leader in helping them grow faster and maximize value.
Our comprehensive offerings include research and strategy, brand building,
award-winning creative, high performance websites and marketing
outsourcing.
Hinge conducts groundbreaking research on professional service
companies. We have identified a group of firms that grow 9X faster and are
50% more profitable yet spend less than average to get new business. We
can show you how they do it and help you implement their strategies in
your firm.
To view our full library of research reports, executive guides, webinars and
articles, please visit www.hingemarketing.com/library.
www.hingemarketing.com
703.391.8870
1851 Alexander Bell Drive, Suite 350
Reston, VA 20191

Help Us Make this Guide Even Better

We want to hear from you. If you have any suggestions to improve this
resource, please drop us a line: info@hingemarketing.com
Thank you!

Brand Building Guide for Professional Services Firms 39

 HOW HINGE CAN HELP

Branding Program

Our Branding Program is designed to carry your firm’s reputation confidently

into the marketplace by giving you a suite of powerful branding tools.
Based on extensive research and analysis, our branding strategies increase
your firm’s credibility and visibility in your industry. The services will also
differentiate your firm and provide clear, compelling messages for each of
your target audiences.

For more information, call 703 391 8870 or email us at

info@hingemarketing.com.

Take the Next Step

Choose the option that’s right for you.

Want to do it Need some help?

OR
yourself? Hinge offers a comprehensive suite
of marketing and branding services
From step-by-step How-Tos to in-
to increase your visibility and grow
depth courses, Hinge University will
your firm.
give you the skills and know-how to
elevate your brand.

Check out Hinge University: Let’s explore how we can help:

HingeUniversity.com branding@hingemarketing.com

Brand Building Guide for Professional Services Firms 40