Our team is trying to develop a theme for a major software conversion our company is undertaking. This theme should be relevant to our internal resources that will be affected by the conversion, as well as our external customers. The conversion will bring about great change for our staff and clients, and the theme should reflect that the new software is a valuable tool, and that we are undergoing this change to position us for the future, and to take advantage of the potential of all the functionality the new software offers. Additionally, our organizational brand centres on the view that our company is there for our client at every point they are at in their life – if this could be incorporated into the theme, that would be great.

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Jay’s Answer: Assuming that the conversion will help you for the future, why exactly should your customers care about your software conversion? Most of your customers are focused on short-term (their problems today) rather than long-term (the possibility that your change will somehow benefit them).

Since management has decided that the conversion is a good idea, you need to highlight why management bought into the process. Does the conversion save you money today? Will it pay for itself in short order? Will it result in the ability to sell your services for less? Do more with fewer employees? What will be lost? Gained? And finally, what’s the probability of success? Don’t focus on the cute or the simple (“we’re there for you”). Focus on the bottom-line benefits that people can perceive.