Alphagraphics blog

Tag: Brand management

5 Ways Good Customer Service is a Game-Changer for Your Brand

It’s something that’s been drilled into your head since your very first job: “always treat the customer with the utmost respect.” Offering quality customer service is a core tenant of most business’, and for good reason. The difference between good customer service and poor customer service can mean the difference between a sale and a lost conversion. And, more importantly, it can make or break your brand’s reputation. Just how important is the idea of good customer service? Let’s take a look at 5 game-changing scenarios where customer service plays an integral role in how your brand succeeds or fails: 1. Reputation:  Customer service is so important in terms of brand reputation that there are entire digital platforms dedicated to it! From Yelp reviews to Google recommendations, there’s no shortage of metric for evaluating customer service. Not coincidentally, this is also where new and prospective followers of your brand are going to look first. If your customer service is praised, it’s a good chance you’ll gain a positive reputation. 2. Trustworthiness:  People trust those who are nice to them. If you foster a quality relationship with your customers by providing exceptional service, they’ll trust you in other ways—including for recommendations or advice. This opens the door for healthy sales, repeat customers, meaningful interactions and sustainable business. No one is going to do business with someone they can’t trust! 3. Value:  Showcasing a high level of customer service means building the value of your brand and any products it offers. If your products are priced higher than a competitor, for example, you need to instill value in your offerings to help people equate your higher price to a great value to them. Superior customer service is a premier way to do this. If your competitors are cheaper but don’t follow your lead for customer service, their product is going to be diminished by comparison. 4. Brand advocacy:  Have you ever heard the phrase, “…and they’ll tell two more?” It’s in reference to having a positive experience with something. It holds true for great customer service, as well. If your customers receive superior treatment when interacting with your brand, they’ll tell people. When those people have that same experience, they’ll tell people. The domino effect keeps on toppling and, as each person tells two people, your brand advocates grow exponentially. 5. Employee accountability:  Encouraging your staff to offer “above and beyond” customer service creates a level of accountability within your business and helps each team member thrive. If an employee goes the extra mile, recognize their efforts and help them own that interaction. If someone is slacking or not putting in the effort, work with them one on one to help them feel more invested in their interactions. Building a culture of superior customer service means having a team that enjoys doing what they do. Exceptional customer service shows itself in many ways. It could be taking a few extra minutes to help a customer resolve their unique problem. It might mean greeting a regular client with a smile and a friendly conversation. Or, it could mean rising to the occasion to provide a solution that earns the business of an upset customer. Whatever form it takes, however, great customer service equates to all of the above benefits and beyond. Read article →

Branding Your Company – It’s More Than Just a Logo

When people think of a brand they are automatically reminded of a logo. But is that the most important part of a brand’s image? And furthermore, is that where you should start if you’re looking to brand/re-brand your company?   (more…) Read article →

Consistently Communicating Your Brand

As our world has evolved and our communications paradigm has not just shifted, but rather completely transformed, it is more important than ever to take a holistic approach to all of your customer-facing interactions. When you are creating your sales and marketing plans, which are key to your branding and identity, where does the role of public relations fit in?  For many businesses, it is thought of as a unique part of the marketing mix—a few press releases to announce charitable contributions, new business openings, new hires—the expected items that you should, well, send a press release about, right? (more…) Read article →

Are You Delivering on Your Brand Promise?

A brand promise is the single thing that customers can expect your company to deliver each time they do business with you.  Your ability to deliver that promise is what creates brand believers, advocates, and hopefully, evangelists. It’s gotten to be a bit of a game in my office--a game that I play by myself during the lunch hour 2-3 times a week.  I go online and order a sandwich, Diet Coke and chips from Jimmy Johns and see how long it takes from the time I hit submit to the time it’s delivered to our front desk.  The record is 5 minutes… the longest is 8 minutes. (more…) Read article →

Combining Online and Offline to Strengthen the Brand

Integrating your SEO and other online efforts with the strong branding of your printed materials to present a unified message across both channels is one of the best ways to increase your reach and build a positive ROI. Customer expectations have changed a lot over the years, and reaching them with a strong, branded message requires a much more integrated approach than it once did. There are several channels that a company can employ to stand out from the competition and attract new customers, and even small businesses can present their brand and reach new customers with a clear and professional marketing message. (more…) Read article →

Customer Service Thoughts

Because exceptional customer service is a personal passion of mine, I am always analyzing, critiquing and even judging the customer service I receive or witness others around me receiving. I had the opportunity the other day, whilst standing in line at a gas station, to witness some very sad service provided by the gas station attendant to another customer. The customer came up to the counter holding a cup of coffee. He mentioned to the attendant that the coffee was extremely hot and that it had burned his hand while attempting to put a lid on the cup. Without even batting an eye the attendant said, and I quote, “yeah it is really hot — just put some ice in it.” (more…) Read article →

Beating the Odds

"Doing business without advertising is similar to winking at a girl in the dark. You know what you are doing, but nobody else does." - Steuart Henderson Britt

We have all heard the saying that “small businesses are the engine to the American economy.” I do agree with this statement, however, as an entrepreneur looking at starting a new venture, there are some intimidating stats staring you in the face. For example, a few of the failure rates for new startups are: (more…) Read article →

Your Company’s Greatest Asset

AlphaGraphics Brandingwink I find it interesting to reflect on the times throughout my career where I have been on either side of an employment interview. Without fail, personal branding takes center stage. The interviewee focuses on presenting a sense of individuality, professionalism and competency, all the while interjecting a certain flavor of personality and congeniality. The conversation revolves around the individual’s professional story, the perceived value they would deliver to an employer, and the overall roadmap for success that would inherently accompany any job offer. In the end, those who have successfully navigated the world of professional networking and auditioning have one thing in common – a strong personal brand. (more…) Read article →
December 02 / 2011