Monday, December 05, 2005

 

Your brand & your employees

Another good post, and good reminder, that your employees can make a significant impact on how your brand is perceived by customers.

Take 15 minutes and do a quick inventory of all the places where your customers interact with your company. Yes, your marketing team may control many channels of communications - the Web site, marketing collateral, PR, advertising, packaging, etc.

But what about how your receptionist answers the phone? What about the nomenclature your customer service reps use when handling customer questions and complaints? Wait times? Response rates?

Smart companies realize that every customer touch point, every customer experience, every customer perception impacts the brand.

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