Tag Archives: branding

Happy young adult man paying the bill with a contactless credit card on a restaurant, bar or coffee shop. Handsome male smiling holding a creditcard and giving a payment transaction to the cashier

Nearly 70% of Consumers Will Leave a Brand They Don’t Trust. Here’s How to Keep Them

Best and Worst Practices, ,

Reputation can be ruined in minutes with the reach of online reviews and social media. Giving consumers a reason to trust a company over its critics will avoid having to make reparations. In a poll on brand trust, almost 70% of respondents agreed that they’d soon stop purchasing from a company if trust was not established. And right now, consumer trust is one of the most important assets a brand can have. Presently, ever-changing policies and the implementation of AI and other new technology can...

Enter your email below to access this content:

Already a subscriber? Please login

Bellboy taking guest to his hotel room, providing excellent luxury service for businessman with luggage. Bellhop carrying suitcase for traveller, formal client on business trip.

The Importance of Delivery For Excellent Guest Service — Same Script, Different Story

Guest Experience News, ,

Customers have come to expect attentive, accommodative service, and the resolution matters no more than how it’s offered. Large retailers, hotel chains, and other customer-facing companies typically provide representatives with strict procedures to follow in order to create a consistently high quality experience for customers. While a crucial tool, written protocols can’t always teach the right attitude. For guests or customers to truly feel valued, how the script is delivered is make-or-break. ...

Enter your email below to access this content:

Already a subscriber? Please login

Portrait of call center worker accompanied by his team. Smiling customer support operator at work

Guests Judge Your Brand Before They Ever Step Inside

Communication and Messaging, , ,

Call Disney’s reservation line and you’re likely to hear the phrase, “Have a magical day.” Hold music doesn’t drone on – it delights, playing soundtracks from the park’s nighttime spectaculars. Even during a wait, the brand is present, intentional, and unmistakably Disney. Guitar Center takes a different approach, but the impact is the same. Instead of a generic greeting, team members pick up the phone with: “What sound are you looking for today?” It’s a subtle but powerful reminder that this is...

Enter your email below to access this content:

Already a subscriber? Please login