Hello, I’m Marianne Tenenbaum, Branding Strategist, for Once a Day Marketing™. Today we are discussing how integral
your staff is to providing a great customer experience.
Part of a
strong branding is ensuring that your customers have a great experience. Many
businesses underestimate how critical staff is to delivering that outstanding
customer experience.
Every
employee of your company is a Brand Ambassador. It is a common misconception
that only the external sales force or people working directly with customers
are the ones impacting the brand. The reality is that everyone in your company
is a reflection of your brand.
In addition
to being neat, knowledgeable and friendly, ensure your team understands that they
are part of the brand and any behavior a customer can observe is a direct
reflection on the brand. This includes smoking in front of your establishment,
loud/disruptive behavior, personal conversations, conducting non-work business
and even unprofessional activities when they are not working if they can be
associated with your business.
To reduce
the impact of staff “off-duty” demeanor on customers, make sure there is a
smoking area and break room available where your team can be out of sight of
customers. Instruct your staff that as long as they are wearing the business logo,
driving the company truck or can otherwise be linked with the brand they should
be on their best behavior.
Informal and
formal brand ambassador training for your staff will enhance the person to
person interactions throughout your organization and create a better experience
for your customers, thereby elevating the overall stature of your brand in the
marketplace.
Once a Day Marketing™ inspires
clients to brand bold. Visit
our website at www.onceadaymarketing.com. Contact Marianne Tenenbaum at (505) 699-7849
or email mten@onceadaymarketing.com. Listen to Ask Those Branding
Guys™ every Monday at 11:00am (MDT) streaming live on SantaFe.com KVSF
101.5 FM.
© 2016 Once a Day
Marketing™. All rights reserved.
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