February 13, 2007
Is This Your Real Brand?
You type brilliant marketing copy until both your brain and fingers bleed. You offer the best product ever created. You back it with terrific, “answer in three rings” live phone support. Your CEO is an inspiring leader and articulate media spoksperson. Your headquarters facility is gorgeous and your logo mesmerizing. Yet, this fella and his J. Crews could be your real brand.
Things can look (and operate) very differently out in the field. Ultimately, it all comes down to the front-line people and their - ur - face to the customer.
All my Branding Blah-Blah posts
Tags: brand, branding, branding blah-blah, customer service, field service
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February 14th, 2007 at 3:05 pm
Yes, indeed - for all the branding work we do, one person can ruin it, and it doesn’t just have to be a dude emulating a plumber. Excellence through out the organization is the key to a strong brand.
I now need to get out the “mental floss” to get that pic out of my mind…thanks!
February 14th, 2007 at 4:07 pm
Just be very grateful I shrunk the photo to a thumbnail! (Shudder)