What do customers think, when they see or hear your company name?
Today, I want to get you thinking! When customers and potential customers see or hear your company name, what would you like them to think? Some businesses say our friendliness, our reliability, our service, our honesty, our coffees, our spicy ribs. The list goes on and on. So, are you delivering what you want the customers to hear and see? Is this matching up to the experience?
There is nothing more powerful than a brand who walks the talk; delivering an exceptional customer experience, that matches its brand statement. This will build trust and leave a long lasting impression on your customers.
Challenge your brand statement. See how you to can build an all round customer experience. Take this simple example, you own a restaurant and your brand statement is “we have the best ribs in town” which is true but your customer service is bad, your staff are rude, your not very children friendly and so on. The picture becomes very clear as to what your customers will be saying about you.
The other way, is to look at your brand statement “We have the best ribs in town” then look at the whole customer experience. The advertising, the on-line experience, the reservations, the in restaurant experience, the after experience etc. Imagine what the customers could be saying, not only do you have the best ribs in town.The whole experience was fantastic! and it was a delight to eat at your restaurant. You would have so many fans, saying how fabulous you are. Your bookings would be full of repeat business and referrals.
Today you need to make a lasting impression, beyond your brand statement.You must deliver exceptional customer experiences. A few mistakes here and there and your customers will be gone!
