Some brands stand out for the wrong reasons. Other’s are memorable for the right reasons. Why is that?
As a keynote speaker and corporate trainer, I travel a lot and am exposed to an array of brands along the way. Like most customers, I am loyal to the brands that make the customer experience positive and memorable. Like most customers I share those opinions in some form across social networks.
The Ritz Carlton SF knows how to deliver elevated customer experiences. Beyond the incredible location, the staff take the time and have the passion and training to do the simple things in an extraordinary way.
Doing that little extra also includes for yourself, your family and friends. It’s a win win for all involved. One of the key factors of Ritz Carlton success is that they are consistent in their services. They deliver on their brand promise. If one employee fails to deliver, the brand suffers.
On a pure business level, inspire and empower your employees to do that little extra. The ROI is PRICELESS!
Investing in your culture and providing your internal customers with the right tools and a clearly defined road map on how to deliver extraordinary customer experiences leads to brand loyalty and rave reviews. The modern consumer is spoilt for choice. Short term benefits and features only generates short term sales, but not loyalty. Make the customer feel great and they will come back again and again and again.
If passion, innovation, caring and employee development aren't a part of your culture, it might be time to re-evaluate your core values. If your team is trained to deliver consistently, your brand value will suffer as will your bottom line.
Sincerely, Vital Germaine
TOP SELLING AUTHOR, KEYNOTE SPEAKER and PRESIDENT OF ENGAGE