“Both sides now”: aligning external and internal branding for a socially responsible era

Abstract

Purpose The purpose of this paper is to offer a rationale and a method for aligning external and internal brands within an integrated marketing strategy that recognises stakeholder expectations of a more socially responsible approach. It demonstrates the benefits of viewing external and internal brands synergistically in relation to the value propositions offered to stakeholder groups and the beneficial outcomes that can result from this. Design/methodology/approach Stakeholder constituencies that can facilitate or constrain marketing effectiveness are identified. The analysis underpins a model that shows links and feedback mechanisms between corporate, external and internal brands; stakeholder evaluation of these; and the implications for stakeholder contribution, loyalty and advocacy. Findings The paper demonstrates the significance and application potential of a conceptual framework that analyses the relationship between the brand benefits and values that an organisation espouses, how these are experienced by customers and employees, and the implications for marketing and human resource management. Its conclusions have particular significance for services brands where successful customer‐organisation relations are dependant on staff commitment that is itself predicated on organisation concern for employee well being. Research limitations/implications The model provides a framework for further empirical testing of the relationships shown that includes their operation in particular organisation, industry and sector contexts. Practical implications The paper presents a business based rationale for the marketing function to recognise greater stakeholder concern – especially that of customers and employees – for ethical marketing and sustainability; and the financial, social and ethical capital benefits that can accrue from responding to this. Originality/value The perspective on branding in the paper recognises the stakeholder management implications of the new marketing paradigm by proposing a holistic approach whereby external and internal brands are viewed synergistically within an integrated marketing strategy. The paper responds to calls for a new philosophy of marketing in which integrated brand architecture demonstrates organisation recognition of a more stakeholder accountable and socially responsible era.

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