How to make your brand promise meaningful to your employees

 

 

 

A woman and a man on a business lunch in a restaurant

In a recent IThink post, we shared four things a brand promise needs in order to drive true customer loyalty. Together, these make up the building blocks of an effective brand promise—one that has the potential to connect emotionally with customers and is the basis on which lasting relationships can be formed.

But, as we all know, making a promise is just the first step. To successfully drive true customer loyalty, you must also be able to consistently deliver on the brand promise over and over again—something that will require everyone in the organization to become brand managers and brand ambassadors who understand why, and know how, to apply the brand promise to their daily decisions and actions.

In fact, at Infinis Consulting, we believe and teach other business professionals that the brand promise belongs to everyone in the organization, and it must be central in all business decision-making.

However, through our work with other organizations, we often see this common mistake: companies sometimes struggle to deliver on their brand promise because they tend to focus resources disproportionately on the external communication of the promise (i.e., promoting to their customers) rather than devoting necessary resources to the internal communication to, and equipping of, the people (their employees) who are critical to delivering the brand experience.

An authentic brand promise is much more than a simple poster on a wall (which no one probably reads anyway). For it to be delivered consistently, time after time, across all touch points, a brand promise must be made meaningful for all employees.

To do this, review your brand promise and ensure that it is:

  • Simple – Easy for everyone to understand and state in his or her own words.
  • Realistic – Something that all employees believe they can deliver consistently.
  • Actionable – Something that can be translated into clear and concrete actions.
  • Indicative – It clearly demonstrates: “What you will do, and what you will not do.”

Your customer experience is dependent on the people delivering it. These four tips can help ensure that everyone in the organization is prepared to deliver on your brand promise.

To know how can we make your organization’s brand promise more meaningful for your employees? contact us

Voice of the employee: The key to improving customer experience

Customer service

Surprisingly, only 25 percent of Customer Experience professionals say their company’s CX programs actually improve customer experience. That’s according to Forrester Research, who recently hosted a webinar on the importance of creating a formal Voice of the Employee (VoE) program as one method of effectively impacting an organization’s customer experience.

The idea is that while many companies have formal processes in place to mine customer feedback, these often lack insight into the true root causes of service failures. But, by being intentional about collecting employee feedback (as well as customer feedback), organizations can more effectively tap into the full ecosystem of their customer experience, uncover root causes, and develop more meaningful, impactful and lasting solutions.

there are four tasks an effective VoE program should accomplish*:

1.)   Collect feedback from employees systematically – Whether it be an employee survey, comment box, intranet/social media comments, verbal feedback or “implied” feedback (such as attrition rates), the goal is to collect feedback regularly, and make it effortless for employees to give feedback.

2.)   Uncover root causes of customer experience issues – Integrate employee feedback with other sources, such as customer feedback, to get the full picture and uncover the true root causes of bad customer experience.

3.)   React to feedback and solve issues – Collaborate with employees to prioritize the identified issues, develop solutions and implement them.

4.)   Explain how employee feedback is used – A key part of keeping employees engaged in any VoE program is to close the loop on how their feedback is being used. Employees want to know their voices are being heard and see that their feedback is making a positive change.

To know more about how to create and utilize a Voice of the Employee program, contact us.