Consistent Brand Value

Consistent Brand Value

Collaboration is the Key to Providing Consistent Brand Value

This is a post by Libby Gill, author of Capture the Mindshare and the Market Share Will Follow. It is from the Leadership Now website

Consistent Brand Value! As much as people love to over-complicate the topic of branding, simply put, a brand is a promise of value. The most successful brands – the ones I call Mindshare Brands – are those that deliver or over-deliver on that value promise consistently over the long haul. Think Coca-Cola. How about Mercedes. Think Apple. Any brand you think about that you count on to deliver what you want every single time – or pretty darn close to that. Even the big guys slip occasionally, though mistakes well handled can actually be terrific branding opportunities.

So how you do you continually commit and re-commit to going the extra mile for your customers? How do you stay focused in the face of crazy busy workloads and constant change? The key to providing consistent value, despite the obstacles you will inevitably encounter, is to build a culture of collaboration where everyone’s goal is to delight the customers and ensure their swift return.

In today’s highly competitive business climate, it’s nearly impossible for anyone to succeed by going it alone. So it’s well worth the time and effort it takes to create a collaborative atmosphere based on trust, respect, and openness. Here are some strategies you can employ to jumpstart the process:

  1. Establish high standards for communication. Set the tone for the highest levels of communication, which include candor and kindness….

You can read the rest of this post at this link http://www.leadershipnow.com/leadingblog/2013/08/collaboration_is_the_key_to_pr.html

Wendy Smith is a career consultant, life coach and business coach with depth of experience in management, coaching and personal development. That experience means she is equally at home helping clients find a new career direction, starting-up new businesses or dealing with life’s more challenging personal issues. You can contact her at wendy@wisewolfcoaching.com

Wendy has written a little eBook on how to get on with your boss and a book on job search – you can find her books on Amazon at this link

         

Collaboration is the Key to Providing Consistent Brand Value

Collaboration is the Key to Providing Consistent Brand Value

This is a post by Libby Gill, author of Capture the Mindshare and the Market Share Will Follow. It is from the Leadership Now website
As much as people love to over-complicate the topic of branding, simply put, a brand is a promise of value. The most successful brands – the ones I call Mindshare Brands – are those that deliver or over-deliver on that value promise consistently over the long haul. Think Coca-Cola. Think Mercedes. Think Apple. Think any brand that you count on to deliver what you want every single time – or pretty darn close to that. Even the big guys slip occasionally, though mistakes well handled can actually be terrific branding opportunities.

So how you do you continually commit and re-commit to going the extra mile for your customers? How do you stay focused in the face of crazy busy workloads and constant change? The key to providing consistent value, despite the obstacles you will inevitably encounter, is to build a culture of collaboration where everyone’s goal is to delight the customers and ensure their swift return.

In today’s highly competitive business climate, it’s nearly impossible for anyone to succeed by going it alone. So it’s well worth the time and effort it takes to create a collaborative atmosphere based on trust, respect, and openness. Here are some strategies you can employ to jumpstart the process:

  1. Establish high standards for communication. Set the tone for the highest levels of communication, which include candor and kindness….

You can read the rest of this post at this link http://www.leadershipnow.com/leadingblog/2013/08/collaboration_is_the_key_to_pr.html

Five Easy Ways to Improve Your Customer Service

Five Easy Ways to Improve Your Customer Service

Today we have another great post from Nate Miller, who is a part-time guest-blogger. Make sure to follow him on his business intelligence blog.

While in recent years it has had fewer visitors than London, Rome or even Bangkok, Paris remains a top tourist destination. Many first time visitors will be curious to discover if that old cliché about rude Parisians is true, particularly when it comes to shop assistants and waiters, although a huge amount of this is dependent on a customers attitudes and expectations. Many people don’t mind the sometimes brusque service on offer in Paris, which is prompt and efficient, although it’s often service without a smile. Some, however, find it so different than what they’re used to, that they actually find it rude, which is where the Paris cliché originates from. To win over visitors, the city authorities have produced a brochure for those who work in the service industries, entitled, Do You Speak Tourist? The brochure is full of handy tips like remembering to smile and wish customers a nice day when they leave, as well as the preferences of various nationalities (smiling for Americans, calling British people by their first names). Whether the brochure wins over the hearts and minds of visitors remains to be seen, but it can be argued that any attempt to improve levels of customer service is a good thing. Fortunately most people who are interested in high levels of customer service don’t have to implement a scheme across a whole city, but instead just have to concentrate on their own business. So what are some easy ways to improve customer service within your business?

Good Manners

This one might seem like a no brainer, but it’s as simple as giving a customer a smile and friendly greeting. It’s possible for overkill, and while customers want to feel important, you can easily lay it on a bit too thick- there’s no need to greet a customer like they’re a long lost friend. Simply greet customers how you would want to be greeted in their situation.

Respond Quickly

Many businesses set up a benchmark that a telephone must be answered by the third ring. This is perhaps not always possible in smaller businesses, but customers will appreciate you applying a sense of urgency to picking up the phone. The same goes for replying to emails, Facebook postings and Tweets.

Formality

While many customers seem to be laid back, not everyone wants to be talked to so informally. Avoid calling someone “mate” or “buddy” and try to use their name. You don’t have to enunciate each word like a Shakespearean actor, but speak clearly and avoid too many colloquialisms.

Be Reachable

Depending on the nature of your business, you might not always be at a particular location to serve a customers needs, so make sure you have a smart phone or tablet that allows you to stay in touch using all electronic mediums while on the go. If customers often have difficulty getting through to your office via the phone, consider running your phone systems through a Voice over Internet Protocol, which doesn’t get congested in the same way as a landline.

Keep Your Staff Happy

Your staff aren’t robots there to do your bidding. Certainly, they’re paid a wage in return for performing their duties, but

your customers are more likely to receive service with a smile if your staff are confident and happy in their roles, and this is all due to being in a positive work environment.

This has been a guest post from Nate Miller, a part-time guest-blogger. Make sure to follow him on his business intelligence blog.