ABF Annual Corporate Communications and Public Relations Conference
The Evolution Of Corporate Communications
• The evolving role of corporate communications and PR
• Business strategy and corporate communications
• Technology and corporate communications
• Corporate communications as value creator
1. THE EVOLUTION OF
CORPORATE
COMMUNICATIONS
Case Studies, Concepts and Debatable Ideas
Kenny Ong
CNI Holdings Berhad
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2. Intro: CNI
1. 20 years old
2. Core Business: MLM
3. Others: Contract Manufacturing, F&B Retail,
Export/Trading, eCommerce, Shared Services
4. Malaysia, Singapore, Brunei, Indonesia, India,
China, Hong Kong, Philippines, Italy, Taiwan,
Oman, United States, Vietnam
5. Staff force: ± 500
6. Distributors: 200,000
7. Products: Consumer Goods and Services
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3. Way back in 2004…
• Thomas Cup, Indonesia
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4. Now in 2007…
CNI ‘Beemax’ Factory Visit, China
2. Top Leaders
3. Product Development
4. Media
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5. PR back then…
18th century: press relations,
lobbying and, celebrity campaigning
World War I: U.S. publicity
1920’s: Tobacco Industry
Source: Wikipedia.com
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6. And now…
13th April 2009
•Two Domino’s employees
•YouTube
•Apology from Domino’s after
48 hours
•1 million hits
•Twitter: questions on silence
•LinkedIn: suggestions by users
in forum
BusinessWeek, May 4, 2009
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7. Role Of Corp Comm in the
OLD DAYS?
• helping find or create great stories,
• translating stories into the language that
the right audience can understand,
• using the best tools to reach those
audiences,
• listening the to feedback and echoes the
stories create,
• engaging in the appropriate way, and
• Gatekeeper (unfortunately)
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8. Changed?
• CSR • Stories
• IR • Translation
• Web 2.0 • Reach
• Crisis Comm • Listening
• Branding • Engaging
• Corporate • Gatekeeper
Reputation
• Marketing
• Media Relations
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9. NOT changed?
• CSR • Stories
• IR • Translation
• Web 2.0 • Reach
The ROLE
• Crisis Comm • Listening
• Branding • Engaging
• Corporate • Gatekeeper
Reputation
• Marketing
• Media Relations
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10. Changed?
Audience
People Change Story
Tools
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11. What is the Objective?
Ultimate Objective of Marketing:
“Get more people, to buy more
things, more frequently, at higher
prices.”
“Retention and Loyalty useless if No
Conversion is happening.”
Sergio Zyman
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12. What is the Objective?
Loyalty is Useless…
• Virtual Consumption vs.
Real Consumption
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13. What is the Objective?
Loyalty is misleading…
• Heavy Consumption ≠ Loyalty
• Loyalty ≠ Heavy Consumption
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14. What is the Objective?
• Comm = Relationship (something
like Dating)
• Comm ≠ Media glitz
• Comm ≠ ATL/BTL/BwTL/ArTL/FTL
• Comm ≠ CSR
• Comm = Get more people, to buy
more, more frequently, at higher
prices
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15. COMM
Market Research
Internal External
Media Associations
Leaders Distributors
Government Universities
Suppliers Public NGOs
Authorities Investors
Proactive Reactive Proactive Reactive
COMM Tools COMM Tools
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17. Unchanging Principles of
Corporate Communications
1. Long-term relationship
2. Consistent and Proactive
3. Performance vs. Controllability
4. Aligned with operating/strategy position
5. One message, Different Emphasis
6. Outside-in Intelligence
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18. New Stories, New
Audiences, New Mediums
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19. New Stories – External
impact
Acquisition Crisis CSR-
target related
Strategy
Layoffs
Alignment
Cost
Topics? Politics
Cutting
New
Economics
Mgmt
Treatment
Ecology
of Profits
Consistency
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20. New Stories – External
impact
Acquisition Crisis CSR-
target related
Strategy
Layoffs
Alignment
Cost
Topics? Politics
Cutting
New
Economics
Mgmt
Treatment
Ecology
of Profits
Consistency
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21. New Stories – Internal
impact
Share-
drop New
Politics
Plans
Financial
M&A
Announcements
Shareholding Events? Competitor
changes Moves
Structure Crisis
Accidents Economic
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22. New Stories – Internal
impact
Share-
drop New
Politics
Plans
Financial
M&A
Announcements
Shareholding Events? Competitor
changes Moves
Structure Crisis
Accidents Economic
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23. New Stories - The 6 Sins of
Greenwashing
1. Sin of the Hidden Trade-Off
2. Sin of No Proof
3. Sin of Vagueness
4. Sin of Irrelevance
5. Sin of Fibbing
6. Sin of Lesser of Two Evils
Study by: TerraChoice, December 2007
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24. New Audiences
“Good news for stockholders
can be bad news for other
stakeholders.”
Gregory Miller, Assoc. Prof.,
Harvard Business School.
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25. New Audiences – Good
News? Bad News?
• money saved by tough bargaining
with a union
• announcing a dividend to employees
• announcing a dividend to
environmentalists
• setting up Diversified business
Refer Attachment 1 - Building Trust with One Group Can
Destroy Trust with Another
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26. New Audiences
Institutional
Fund Managers Financial (Loans) Gov VCs
Corporations JV Partners Supply Chain
Sovereign Funds M&A Government
VCs Social VCs PFI
NGOs Holding Co. Competitors
Non-Profit Org HQ (MNC) Franchisees
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28. How not to talk to Individuals
“The holder [of a CAB certificate] may continue to
serve regularly any point named herein through the
airport last regularly used by the holder to serve
such point prior to the effective date of the
certificate. Upon compliance with such procedures
relating thereto as may be prescribed by the Board,
the holder may, in addition to the services
hereinabove expressly prescribed, regularly serve a
point named herein through any airport convenient
thereto.”
Civil Aeronautics Board, 1977
Alfred Kahn
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29. How not to talk to Individuals
“It has been determined not to be in the public
interest that United Airlines continue to provide
air transportation services between San Diego
and San Antonio”
“I forbid United Airlines to fly between San Diego
and San Antonio”
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30. New Mediums
Gov./Politics Suppliers
Customer
s Newsletter
Spokesperson
s Analysts
Annual Due
Institutional
Report Diligence
Media
Internet* Economic
s
AGM
Fund
Market Managers
Research NGOs
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31. New Mediums
Gov./Politics Suppliers
Customer
s Newsletter
Spokesperson
s Analysts
Annual Due
Institutional
Report Diligence
Media
Internet Economic
s
AGM
Fund
Market Managers
Research NGOs
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32. New Mediums
Employee Newsletter
Customer
Bloggers Gov./ s Public
Politics Analysts Events
Annua Mgmt
Action Individuals Relatives
l
Report s Pasar
Media Malam
Internet* Economic
s
Ads AGM
Fund
Managers
Employees Friends
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33. New Mediums
Employee Newsletter
Customer
Bloggers Gov./ s Public
Politics Analysts Events
Annual Mgmt
Action Individuals Relatives
Report
s Pasar
Media Malam
Internet Economic
s
Ads AGM
Fund
Managers
Employees Friends
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34. The Right Tools for the Job
Personal
(exp)
Quality/Intensity of
Communication
Personal
(info)
Mass Traditional, In-
home, Out-Of-Home
Impersonal Mass Unconventional
(info)
Mass Online
Refer Individual Mass
Attachment 2
Reach of Communication
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35. The Right Tools for the Job
Personal
(exp)
Quality/Intensity of
Communication
Mass Targeted
Conventional
Personal
Mass Targeted Online
(info)
E.g. Annual Reports,
Analyst Briefings, IR
Roadshows, IR Website
Impersonal
(info)
Refer Individual Mass
Attachment 2
Reach of Communication
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36. The Right Tools for the Job
Personal Contests
(exp) One-on-One
Quality/Intensity of
Communication
Personal Individual Targeted
Conventional
(info)
Individual Targeted
Online
Impersonal
(info)
Refer Individual Mass
Attachment 2
Reach of Communication
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37. New Mediums – additional
info
Refer:
• Attachment 3 - How to use Twitter to mitigate a
crisis
• Attachment 4 - Template For Social Media Press
Release
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38. What has been the Biggest
change expectation?
• The role of Corporate
Communications as
“Value Creator”
But how do we do it?
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39. The new Role:
Value Creation
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40. Problems from the start
1. No money
2. Split Objectives: Sales? Share Price? Image?
3. Independent entity
4. Charity center
5. Industry image nightmares
6. Multi-cultural & Multi-lingual
7. Close Regulatory scrutiny (food act, health act,
Jakim, KPDN)
8. Public Listed
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41. Why is Corp Comm
important to Value?
1. Funds
2. Brand
3. Intelligence
4. Business
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42. Why is Corp Comm
important to Value?
• Funds
• Brand Communication
to bring in the
• Intelligence
Funds
• Business
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43. Why is Corp Comm
important to Value?
• Funds
• Brand Communication
to bring in the
• Intelligence
Sales
• Business
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44. Importance: Funds
This is the most obvious.
The objective is to keep the paymasters
happy so that they will either maintain or
increase their funding.
Crisis Management is one small area that
falls into this objective
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45. Importance: Intelligence
Two types:
Deal with…
CRM Corp
Customer
Intelligence Comm
Sharehol
ders
Deal with…
Public Corp
Manage
Intelligence Comm
ment
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46. CRM Intelligence and
Customer Shareholders
Self Reliant Need Help
Seek
Searchers Collaborators
Change
Seek
Streamliners Delegators
Stability
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47. Public Intelligence: What?
Examples…
2. Record feedback and questions
3. Competitors’ PR communications
4. Top 10 Analysts’ views on Company
5. Top 10 Analysts’ views on Industry
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48. Public Intelligence: Why?
1. Broad view of market
2. Less optimistic/review own assumptions
3. Upgrade IR function to be strategic
4. Feed Management discussions
5. Better and more relevant IR
communications
6. Support (buy-in)
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49. Public Intelligence: Why?
Financial
Revenue Growth Productivity Market Value
Customers
Base Share Gain Positioning Adjacent New
Retention Market Business
Internal
Process
Operational Product Customer Investment
Excellence Leadership Intimacy Strategy
Learning & Growth
Competencies Information Motivation,
Systems empowerment,
alignment
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50. Dangers of Intelligence…
Also known as ‘Beware of Benchmarking’:
2. Big vs. Small company
3. Selective success stories
4. Correlation vs. Causal
5. Survey problems
6. Actionable vs. For-fun
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51. Importance: Brand
Corporate Communications is a key
component of corporate Branding due to
its direct influence on:
2. Multiple parties (Investors)
• These parties are either our Branding
targets or has influence on our branding
targets
4. Brand Story
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52. Components of Branding
Positioning
Execution
Communication
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53. Branding Comm: Integration
and Consistency
Communications
Internal External
Media Associations
Mgmt Distributors
Government Universities
Public NGOs
Suppliers Employees
Authorities Investors
Proactive Reactive Proactive Reactive
COMM Tools COMM Tools
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56. Branding: Feed You, Feed
Me
Internal External
• Entrepreneur Dev. • Website
• Health products • DSAM
• Health education • Yayasan
• “Made in Malaysia” • Publish Book
• Events • Social Education
• Media Celebrity • Crisis Comm
• Children Education
• National interest
• Analyst BD
connections
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57. What is the Business
Model?
•Google
•Air Asia USP
•Tata Nano
Market
Profit Model
Discipline
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58. What are they really buying?
Product "They are the most innovative"
Leadership "Constantly renewing and creative"
"Always on the leading edge"
Customer
Operational Intimacy
Excellence "Exactly what I need"
"A great deal!" Customized products
Excellent/attractive price Personalized communications
Minimal acquisition cost and "They're very responsive"
hassle Preferential service and
flexibility
Lowest overall cost of Recommends what I need
ownership "I'm very loyal to them"
"A no-hassles firm" Helps us to be a success
Convenience and speed
Reliable product and
service
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59. Market Disciplines
Product Leadership
(best product)
Operational Excellence Customer Intimacy
(low cost producer) (best total solution)
www.myCNI.com.my Leaders, Michael Treacy & Fred Wiersema; 1995
Ref: The Discipline of Market
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60. Market Disciplines
Product Leadership
(best product)
Operational Excellence Customer Intimacy
(low cost producer) (best total solution)
www.myCNI.com.my Leaders, Michael Treacy & Fred Wiersema; 1995
Ref: The Discipline of Market
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61. Market Disciplines
Product Leadership
(best product)
Operational Excellence Customer Intimacy
(low cost producer) (best total solution)
www.myCNI.com.my Leaders, Michael Treacy & Fred Wiersema; 1995
Ref: The Discipline of Market
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62. Market Disciplines
Operational Product Leadership Customer Intimacy
Excellence
• New, state of the • Management by
• Competitive price art products or Fact
services
• Error free, • Easy to do
reliable • Risk takers business with
• Fast (on • Meet volatile • Have it your way
customer needs
demand) (customization)
• • Fast concept-to-
Simple • Market segments
counter
• of one
Responsive • Never satisfied -
obsolete own and • Proactive,
• Consistent
competitors' flexible
information for
all products • Relationship and
• Transactional • Learning consultative
organization selling
• 'Once and Done'
• Cross selling
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63. The McPlaybook*
Make it easy to eat Make it easy to prepare
• 50% drive-thru • High Turnover
• Meals held in one • Tasks simple to learn
hand & repeat
Make it quick Make what customers want
• “Fast Food” • Prowls market for new
• Tests new products products
for Cooking Times • Monitored field tests
*Adapted from: Businessweek , Februrary 5th 2007
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64. Market Disciplines
Product Leadership
(best product)
Operational Excellence Customer Intimacy
(low cost producer) (best total solution)
www.myCNI.com.my Leaders, Michael Treacy & Fred Wiersema; 1995
Ref: The Discipline of Market
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65. Market Disciplines
Apple powerful Product Leadership
products, premium (best product)
pricing, limited range
Still
Doing
well in HP well-balanced
Acer super lean 2009 portfolio, mass
cost structure,
aggressive pricing customization
Operational Excellence Customer Intimacy
(low cost producer) (best total solution)
www.myCNI.com.my Leaders, Michael Treacy & Fred Wiersema; 1995
Ref: The Discipline of Market
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66. What is the Business
Model?
USP
Market
Profit Model
Discipline
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68. The Old-New Role
• CSR • Stories
• IR • Translation
• Web 2.0 • Reach
• Crisis Comm • Listening
• Branding • Engaging
• Corporate • Gatekeeper
Reputation
• Marketing
• Media Relations
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69. Evolution
Audience
People Change Story
Tools
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70. “…in the past 18 months, we have heard
that profit is more important than
revenue, quality is more important that
profit, people are more important than
profit, customers are more important than
our people, big customers are more
important than small customers, and that
growth is the key to our success. No
wonder our performance is inconsistent"
CEO, Anonymous
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71. Don’t forget…
“The business of business is
Business, not Corporate
Communications”
(and definitely not about Twitter, Blogs or Facebook)
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72. Thank You.
soft copy of slides:
http://totallyunrelatedrandomanddebatable.
blogspot.com/