Not only the products make a brand great , but the people who sell them . An excellent experience with a brand is the best guarantee of loyalty. This experience extends across all touch -points where brand and consumers meet. The emotional attachment of customers with a brand depends , however, largely on how the personal contact is with those who brand.
Three core competencies
Your staff building is a relationship with the customer , not the CRM software systems , websites and advertising.
It is therefore important personnel so to train that :
- know exactly what the brand stands for and its place in the market
- understands that effective communication and 'keeping your promises' are essential customer loyalty to build
- a clear idea what it means to the brand promise at all touch -points true.
Engagement
The extra boost is coming from something not by heart to learn : the commitment of the staff. Or the identification with the brand and the creativity and commitment to meeting the customer across.
Source : Marketing Online
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