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During a recent gathering of friends, we had an opportunity to talk about our experiences in customer care from various industries. Some of the testimonies were experienced by most of us, however, one stood out: the chef who stabbed cooked meat with a cleaver, dangled the stabbed meat in the air and ate it. Yes…my friend said that actually happened in front of her, her family, and other restaurant guests.
Our discussion led me to write today’s blog to prove that common sense is not as common as we would like to think.
Running a business that has a poor reputation is like a bird trying to fly without wings. Let’s be honest, branding is everything. Your organization’s perceived reputation is the foundation for its success or failure. Consumers have a rightful expectation that every interaction they have with your organization will fulfill the promise that your brand has implicitly or explicitly proclaimed.
It takes years to build trust and only seconds to destroy it which is why you should do everything to protect your brand as if it is an endangered species. Here are a couple of things to remember: (more…)