Archive for brand

Endangered customer; customer service, Richard Shapiro

8 Steps to Guarantee Repeat Business

The other day I stopped by Lowe’s to have some keys made. Nice greeting by the clerk at the checkout counter but when I got to Aisle 13 not a soul was in sight. I walked around looking for an associate and, not finding one, I yelled, “Anyone here to make me some keys?”

A head poked up behind a counter in the hardware section revealing a sales person who walked around to the key desk, where I was standing. No hello; no “sorry to keep you waiting.” Another customer soon approached him and asked a question.

My guy just threw up his hands and shrugged. I jokingly told the other customer, “He’s the key man right now.” No smile or acknowledgment from the key maker. Read More→

Employees Can Be Your Most Important Change Agents

Employees as change agents

Employees as change agents

The Internet and the explosive growth of social networks have changed the way companies do business.

They must choose among many communications channels to build their brands.

Their employees can help but are often ignored by companies who still rely on advertising to push out their products and services. Read More→

Does Your Personal Brand Reflect Who You Are and What You Do?

Attributes that go into your personal brand

Evaluating your personal brand

Branding is important for you and your company. With the explosive growth of social media, it’s more important than ever to project a brand consistently across all the social media channels where you are active. What is a brand, anyway? A brand is what an individual or organization wishes to be known for. It is an inside-out process.

You can’t have a viable brand without understanding your positioning. Positioning is how an individual or organization and the services provided are perceived in the minds of your target audiences. It is looking from the outside in. Read More→

How Do You Define a Leadership Brand?

That was the question that Bea Fields, a top leadership coach, asked 14 business leaders. I’m flattered that she included me in that group.

There were a variety of answers, as you might expect. She printed them, including mine, in her post Gaining Loyal Customer By Building a Strong Leadership Brand.

Bea’s Definition

Bea’s summarized own take on the question as follows, “When you build a brand based on true, enduring leadership, each person in the company not only speaks about the brand and the promises you make to your customers in your marketing strategies… each person in your company truly lives those promises every day in both their personal and professional lives…”

What is Your Definition?

Both personal and company branding can be confounding to define. How do you define your leadership brand? Don’t be shy. Please leave a comment below.