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.
“What a good helper you are!” my mother would say to a young child carefully handing boxes of cereal from the grocery shopping cart to be placed on the check-out counter. I’ll never forget the smiles on the child’s and parents’ faces when my mother would compliment them. Similarly, smiling at the cashier and fellow
Curiosity. A hunger to explore what works and what doesn’t. Respectively challenging others’ ideas. These are among the many reasons I enjoy speaking with groups of young adults preparing for leadership roles. I recall one such gathering that involved an open discussion on marketing. We talked about dealing with difficult customers (it’s OK to terminate a
In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before
While I travel often for business, my experience staying at the Hyatt Place DFW airport hotel felt different. I was consistently met with genuinely friendly, caring attitudes from all the hotel associates I encountered: from the sales manager who helped me with an extra night’s stay because I needed to arrive early before an impending storm
The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based company that’s constantly offering special discount pricing to acquire new customers
[I’m pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope: Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding a Kaleidoscope Attraction by Chip R. Bell Is your business a destination location?
[Note: This guest post was written by Kim Plyler, a communications professional and media strategist. CEO and founder of SahlComm, Kim works with high level clients in the technology, finance, manufacturing, cyber security, NGOs and nonprofit sectors. Her company’s mission is to further the mission of others and help improve humanity.] 5 Ways to Boost Your
Regardless of where you stand on the results of the recent presidential election, employee engagement has been affected by post-election uncertainty. That’s why Danny Meyer, CEO of Union Square Hospitality Group, has encouraged employees to re-focus on the company’s mission and culture of “Enlightened Hospitality.” Following are excerpts from his recent letter to USHG employees: “…
Regardless of when you observe Thanksgiving, the holiday encourages us to give thanks for all we have … and for all that we don’t have (e.g., difficult circumstances). I’m all for expressing sincere gratitude during the season; I just wish it was given more frequently. A friend of mine shared her experience with a Salvation Army volunteer