I participated on a business owners panel last night for the PricewaterhouseCooper Private Clients area. Russel Howcroft asked each of the panelists questions about what we’d learned and how we viewed the economy.
Each of us reinforced the importance the people around us. To have a successful brand it is determined by our people moment by moment. All of the panelists were retailers – and each of us knows that our people are our brand.
There was some concern about social media and the negative impact that customers can have on a brand. I think this century it is about giving up control. We have never been able to control what people say about us – now it is just much more public. Stuff happens in business – it’s how we deal with it that makes the difference. Responding authentically and transparently to customer concerns immediately will speak volumes about that organization.
But also how employees speak about their employer demonstrates the integrity of the business. Employees are just as important as customers in this equation. As I keep saying ‘Employees are the New Customers.’
Apparently there are 10 million people world wide working in call centres. Each of them is the voice of the brand which they are working on behalf of… no matter where they are. I just hope that each of them is having a good day. That’s a lot of people who could really effect the persona of the brand – very quickly.
I recently did this interview (below) for Business Essentials which is a monthly audio magazine, my topic: ‘Taking fun seriously.’ We spend so much of our lives at work – you’d wanting to be enjoying it.
I’ve always thought ‘if we’re having fun at RedBalloon then so will our customers’.