memorable Archives - Dennis E. Gilbert

15
Aug 18
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What Is Important About Your Brand

Tags : authentic brand logo memorable reputation

Brand matters. Even the most elementary marketer knows the importance of brand. Whether it is your individual brand, your department, or an entire organization your brand matters.

Logo and Brand

When it comes to brands there is a lot at play. We can consider things like quality, consistency, and even a feeling of fellowship. Make no mistake though your brand is not your logo.

Certainly, many people know brands by their logos. Apple, Target, and of course, Nike. You can shout out the business by simply seeing the logo.

However even the best logos have little worth without the reputation of the brand.

Individuals vs Organizations

The same is true for individuals in the workplace.

This is how appearances or fashion sometimes become trendy. Brown shoes with a black suit, duck dynasty beards in a corporate office setting, or adults carrying backpacks around the workplace.

A great brand precedes the logo.

If you are the successful CEO of a business, it almost doesn’t matter the color of your shoes. They could be red.

When you are selling millions in product, endorsements, or have your own national television show it may not matter how big or bushy your beard.

In fact, red shoes, a big bushy beard, and a backpack over your shoulder may become a sign of success. The only problem is, just because you fit those visuals it doesn’t make you successful.

Your Brand

Individuals or business, your logo is your visual, but not your brand.

Build your brand. Brands stand out. Certainly, people may connect with your brand through colors, words, or acronyms. What makes the difference is association and reputation.

The most memorable brands are not memorable because of their logo, they are memorable because they are authentic. They make nearly any unique logo look good.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

30
Jul 18
-

3 Emotionally Intelligent Actions For Customers

Tags : customer service emotional intelligence memorable satisfaction

In a service economy, customer service means everything. Unfortunately, sometimes our perceptions or behaviors don’t seem to align with customer needs. Are you taking emotionally intelligent actions?

Organizational Actions

Certainly, most organizations believe that they are acting responsible for the customer. At the same time, they are also appropriately conditioned to act financially responsible for their organization.

Here are three of many emotionally intelligent actions you can take for your customers.

Be perceptive. Emotionally intelligent organizations are working with their social radar to scan the environment for needs. In the restaurant, it is the nearly empty glass of iced tea, the coffee mug running low, or the quiet table selected for two. Apply this type of logic regardless of your business.
Anticipate needs. Perhaps nothing is more powerful than the ability to anticipate the needs of your customer. While hard to describe this entails a sense of upcoming needs and offering a solution before the customer recognizes the need. Properly executed perhaps nothing will inspire trust or make the moment more memorable than this action.
Control Emotions. Good days, bad days, and unexpected situations may leave the human side of customer service scrambling to keep things in check. Our emotions will condition outputs. Hopefully good actions much more than not so good, but stress requires more effort to keep our human performance in check.

What emotionally intelligent actions make the top of your list?

Emotionally Intelligent

Thriving in a service economy will require you to be a step ahead of the competition.

Many organizations spend money, time, and other precious resources on items that don’t always have a memorable impact with customers.

In other cases, they struggle to balance financial responsibility with being truly customer centric. No organization can afford to “give away the store.” However, efforts to conserve resources often impact customer satisfaction.

Be emotionally intelligent, find the right balance.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating a Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

26
Oct 17
-

How To Keep Your Brand Promise

Tags : average brand promise customer service marketing memorable

What is your brand promise? People, stakeholders, employees, or owners; how often are you reflecting on your brand promise? The most important work you do every day should be connected with keeping your brand promise.

What is in the quality of your product? What is important and valuable about the service you provide?

Exceed Expectations

Many organizations put plenty of effort into exceeding customer expectations. It is common to see it written in the mission statement, be included in value statements, or contained in guiding principles. Can you always exceed expectations?

People often talk about touch points or moments-of-truth and they are part of understanding the service process. However, one of the most important aspects of exceptional customer service is what you do that makes the service moment memorable.

Can you do it every time? Each and every transaction? It is unlikely. Even when you can do it often, every time may be unrealistic. Besides, every time may also imply average and so it starts all over again.

Keep Your Brand Promise

When your brand promise includes delivering excellence, keeping that promise may not require exceeding it. What makes you memorable is often being better than average, it may not always be a surprise.

Memorable moments are, well, priceless. When you are consciously committed to the habit of making the moment memorable you’ll likely have more success at achieving excellence.

The magical part about memorable moments may be that they are often random. An opportunity is there, and taken. When the culture seeks priceless memorable moments a whole lot more of them will occur, but they’ll never occur every time.

Average is Easy

Consistently trying to achieve the higher mark is a behavioral habit that separates exceptional results from the average. At some point, average becomes too easy.

Performing at the level of delivering just of enough service is not the same as delivering just in time. People might be delighted with just in time, but just enough sets the bar for average.

If your brand promise includes delivering at the highest level, remember that it is a moving target. You’ll need to keep showing up and you’ll need work outside of the averages.

Make it memorable. Keep your promise.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Tag Archives: memorable

Aug 18

-

What Is Important About Your Brand

Logo and Brand

Individuals vs Organizations

Your Brand

Jul 18

-

3 Emotionally Intelligent Actions For Customers

Organizational Actions

Emotionally Intelligent

Oct 17

-

How To Keep Your Brand Promise

Exceed Expectations

Keep Your Brand Promise

Average is Easy

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