Branding

Branding is an effort of creation of mind share with the customer. It is better to create a positive image and positive mind share than a negative one.
Hence, every customer touch through different channels viz. sales, marketing, delivery and product/service creates an impression about the company. If the touch creates a positive feeling, it creates a positive recall and makes customer come back.
If there is a negative mind share created then it takes a longer time to change it & bring them back to the positive side. As most of us aware, the customers share the negative words with more people than sharing the positive results. This word of mouth, in turn creates a barrier for the companies to cross the bridge as the new customer who has heard the negative words would take more time and energy to cross to positive side.

Few tips to maintain the positive image of the company:

• Ensure every individual directly touching the customer is aware about the responsibility of the interaction.
• Ensure that people working on customer deliverables (product/service) is aware about their responsibility & impact of their work to the customer and to the company.
• Basically everyone in the company needs to understand the bigger picture

Happy branding..