Category: Case Study

Brand-building Customer Service: Are You Making It Possible?

Brand-building Customer Service: Are You Making It Possible?

When it comes to your brand, there are no bit players. Recently, I spoke to a group (the CEO Club of Boston) that held their event at the Charles River Country Club. After my presentation, I was famished. I could see staff removing the buffet items, but noticed that the shiny silver covered trays that […]

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

Do all of your employees who deal with your customers, clients, or patients understand your brand promise and how to deliver it or… Do you have pockets of excellence and pockets of mediocrity? Awhile back, the employees at a collision repair shop, Prime Collision, a division of the Prime Auto Group in Maine, reminded me of […]