Engaged!

“Living the Brand”

“Engaged” customers are every business’s holy grail. These customers go beyond merely being satisfied; they love your company. They’re loyal and reward you with repeat business, increased revenue and referrals. “Even in a negative economy, 60% of consumers say a better experience is a high priority and one that they are willing to pay more for (either most of the time or always).”

Engaged employees are the secret to engaged customers. These employees exceed expectations. They don’t simply provide service or a product: They deliver an “experience.” When customers know that they can expect the “branded experience” from every employee, your company will win customers for life. Engaged employees internalize the company’s mind-set, mission and core values, and master the specific behaviors essential to the branded experience. To reach this level with your workforce, institute a “Living the Brand System,” a thorough performance makeover that, first, defines the branded experience and, then, supports people in learning and performing the behaviors that bring the experience to life. Ongoing support is a core requirement.

Often, corporate leaders craft...