No company can train its front-end people to handle every situation, but you can strive to create an environment in which they feel at ease "doing as they would be done by."
Saturday, 5 February 2011
Richard Branson knows the power of a wow brand experience
When Richard Branson talks about delighting customers, building loyalty and advocacy it is worth paying attention.
There is no doubt he is a brilliant operator. He knows how to turn a negative situation into a positive brand story. [check-out my PR master stroke post]
In a recent article Reuters.com post Branson talks about the importance of a 'chain reaction of team that is consistent from beginning to end'
I totally agree.
If a brand organisation wants to WOW consumers it needs to create a culture that enthuses employees to solve customer service issues and, importantly, empower them to take action without having to follow a rule book or refer up a chain of command. He says:
The Reuters article is definitely worth a read. The two stories he tells would have almost certainly resulted in delighted customers.
Brand experiences like them drive loyalty and advocacy. A sure way to drive sustainable profitability.