Customer Service = Process + Standards + Attitude
By F Kamaruddin
We say it’s about delivering service excellence at every touch point. And now we’ve said it on radio too.
That’s right – we get asked this question a lot:
Q: What does Branding from the Inside Out mean?
A: It’s about delivering the promise of the brand experience, every time.
It’s about examining how your organization meets your customers and analysing all the processes, standards and the behaviour that goes into making each interaction a great experience for the customer. When we talk to our clients we ask them many questions. Some of the examples of questions we ask are:
And that’s just some of them.
We put the answers together into a map where we can show what the customer experiences, from start to finish. A customer lifecycle, so to speak.
We’ll put more meat in this discussion. In the meantime, listen to Mary talking about Branding from the Inside Out on BFM 89.9
