Customer service Marketing

How Careful are You with Your Brand?

Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business.

This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm.

“I created a short list of companies and decided to do a bit of research before contacting any of them. My research was to simply visit each applicable website.

Turns out one of them had so many typos I immediately deleted them from the shortlist. Perhaps I should have contacted someone to tell them about the numerous errors, but I suspected they probably wouldn’t care. After all, if they cared there wouldn’t have been any typos, especially on their home page.

My thought process was this: if their website is so grammatically messed up, what will they do with our payroll?”

Organizations in all sectors — B2B, B2C, and nonprofits — need to be vigilant with their brands. In a study of mobile customers, 55% agreed with the statement “A frustrating experience on a website hurts my opinion of the brand overall.” That’s just one segment of customers, and it’s just one channel of brand communication.

Details, details, details …

While a brand is an intangible concept, its impact on the company’s bottom line is tangible. A spectrum of even minor product problems, customer service missteps, and communication errors can impact people’s perceptions of a company’s brand and its ultimate ability to attract or lose customers.

“The most successful people know that you either pay attention to the details now or you will absolutely pay the consequences later.” — Steve Keating, The Wisdom of Brown M&M’s

Can you afford to be careless with your brand?