|
 |
 |
 |
|
|
INTERNAL BRANDING WORKSHOP
All of us have had customer service experiences that didn’t quite
live up to our expectations of a brands promises. Service
intensive businesses have they’re work cut out for them because
human beings complicate service delivery. Opportunities exist
every day to deliver internal and external customer service that
supports or deteriorates brand value at multiple touch points.
Even when an employee provides the type of service that delivers
full brand value, another employee may drop the ball afterwards
only to unravel the goodwill and brand integrity just built. It is
therefore critical for management teams to fully link staff
behaviors with a brands foundational DNA; the vision, mission,
position and personality of the brand. The challenge? Managers
can’t deliver what they don’t know. Statistics reveal that 62% of
staff members lack their managements support for delivering on
brand promises effectively. That’s probably because 42% of
managers themselves don’t fully understand the positioning of
their own brand.
This internal brand awareness workshop focuses on building a
managers complete understanding of their own brands DNA. It
teaches participants how DNA must be filtered through each facet
of the organizations operation and delivered through staff
behavior and customer service. Our employee brand training
workshop then gives participants the knowledge and tools to build
cohesive and accurate brand messaging to staff members who
must ultimately deliver on the brands promises.
Objectives
Participants will learn to:
- Build an understanding of how brands have evolved and why
- Analyze and identify the 6 elements of a successful brand
- Build greater respect and emotional attachment to the firm, its
products and services
- Flush out and develop the firms brand DNA
- Communicate brand DNA to staff members who must read from
the same page to deliver full brand value
- Link staff behavior and customer service with brand DNA
elements
- Message the spirit of the brand in all internal and external
communications
- Reinforce the brands DNA through 10 different functional areas
of the firms operation including HR, marketing, sales and through
suppliers
"You should know that your Austin, Texas presentation received nearly all excellent ratings. With comments like, "very articulate and knowledgeable," "valuable," and "informative," I can assure you that you’ve impressed this group...not always an easy task!" View Full Letter (PDF)
Kirsten I. Amspaugh
Chairperson
PICA, Inc.
Austin, Texas
"Just wanted to extend a huge "Thank You" for facilitating the Internal Brand Training for the Texas Health and Human Services Commission in Austin, Texas. The delivery and instruction was GREAT! You are obviously a Master in your field. The class far exceeded my expectations."
Senior Manager
Texas Health and Human Services Commission
Austin, Texas
Class Size: Up to 16
Length: 8 Hrs
|
|
 |
|
 |
|
