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Our Perspective

What this means for leaders navigating growth, change or transformation in their organisation.

The Real Friction

Resistance during a rebrand is rarely a sign of poor taste; it’s usually a signal that strategy, behaviour and delivery aren’t yet aligned. When leaders rely on design perfection or a tight rollout to neutralise pushback, they’re managing optics, not the operating reality. The real friction sits underneath: unresolved choices about who you serve, what you promise, and how the organisation will prove it.

A further complication is capability. BCG notes that in about half of companies brand receives under 30% of the marketing budget, and when it drops below 20% leaders frequently report weak measurement and creative execution. That imbalance often leaves teams ill-equipped to demonstrate change in-market, even when the intent is sound.

Make Hard Choices

Clarity calms organisations. The fastest way to reduce pushback is to define what’s in and what’s out, in terms that translate to day-to-day work. If you don’t draw boundaries, every unit will fill the gaps with its own version of the promise.

• Name your primary customer and de‑prioritise adjacent segments, on purpose.
• Choose the few value propositions you will lead with; retire claims that don’t earn their keep.
• Set non‑negotiables for scope and service levels; decline low‑fit requests, even when tempting.

Align Delivery

Once choices are set, governance carries the weight. Misalignment thrives when decision rights are fuzzy and milestones are vague. Make it unmissable who decides what, when, and with which standards, so teams can coordinate without constant escalation.

• Map decision rights by stage (strategy, design, enablement, live), with one accountable owner per stage.
• Define cross‑functional milestones and shared success criteria across sales, product, service and marketing.
• Run tight feedback loops with customer‑facing teams; publish what’s changing and what’s not in plain language.

Earn Belief Fast

Belief isn’t won by a launch day; it’s earned by visible behaviour. Early proof—pricing logic that matches the promise, a revised service playbook, a pilot offer with real customers—signals that the story is a commitment, not a campaign. In our experience with organisations at inflection points, belief sticks when leaders adjust priorities and sequencing in line with the new direction.

Model the shifts in meetings, metrics and resource allocation. When leaders change how decisions are made and funded, teams get permission to follow, and resistance tends to soften into constructive scrutiny.

Leadership Implications

• Treat resistance as data. Track where it concentrates—by function, market, or moment—and test whether the root is unclear choices or operational risk.
• Tie brand decisions to operating changes. If the promise expands, show what stops, starts or simplifies to deliver it.
• Pace ambition with capacity. Sequence customer‑facing changes so experience upgrades arrive alongside new language.

Meaningful rebrands don’t silence dissent; they convert it into focus, creating a tighter link between intent, behaviour and outcomes that the market can actually feel.

Sources:

• Why B2B Brand Marketing Matters — BCG

1. Rebrand Resistance: Leading Change in Legacy Organisations
2. Piloting a Rebrand in High-Stakes Moments
3. Communicating Brand Change While Maintaining Trust