Service recovery is a big issue for many businesses. Service mishaps happen all the time, but how often do they happen in your business? Are you keeping track? When it does happen, you can’t mess around. Your employees need to be empowered to recover as quickly as possible, show the customer you care and make …Read the full article…
Internal Brand Development Answers 3 Key Positioning Questions
When an organization makes a decision to initiate a formalized internal brand development exercise they must prepare for and expect the results to impact every facet of the business. You see, branding isn’t about putting a prettier ‘lipstick on the pig’ (a new logo and website refresh), so to speak. True brand development starts from …Read the full article…
A Woman’s Touch: Up-leveling the Branded Customer Experience
I’ve never been more excited to go get my mammogram this year. Yes, you heard me right. I was excited. I remember what I experienced last year at the The Center for Women’s Imaging, Penrose St. Francis (CWI) and was blown away. Latte’s, gourmet cookies, lemon infused water, sugar hand scrub, trail mix, soothing environment…I …Read the full article…
What Ever Happened to Good Ole ‘Common Courtesy’ in Business?
Just recently I was shopping satellite television providers. It seems like every time I turn around, I’m getting tagged for some additional (hidden) cost with my current provider—which by the way, I have been loyal to for 8 years. And yep, regardless of that loyalty, they keep inching up my monthly fees and before you know …Read the full article…
Branded Service Moments of Truth
By Carol Chapman, Principal & Co-founder, The Brand Ascension Group Most people have heard the term Moments of Truth. These are those defining moments when customers evaluate whether or not you Walk your Talk as a brand and declare “This is great—I’ll be back” or “Nada – don’t’ think I’ll return”. I’ve recently come to …Read the full article…
