Brand Image, Brand Strategy

Your business relies on positive customer experience to succeed. Naturally, that means your customer service quality should be a top priority! Here are a few reasons customer service is an important aspect of your company, and what “quality” customer service looks like.

Develop Customer Loyalty

As customers have consistently good experiences with your business, they develop a sense of respect, appreciation, and eventually loyalty towards you. This loyalty not only ensures a solid and reliable customer base population, but also opens opportunities to reach new customers through those loyal consumers who become natural points of marketing. You can foster this loyalty by making sure that the interactions your customers have with employees are friendly, accommodating, positive, and efficient. Your consumer’s time is valuable, as is their money—they are trusting those things to you! Your caring treatment towards them will serve you well in the long run.

Customers Have High Expectations

A century ago, consumers relied on very few suppliers to offer them the products they wanted. Today, supplies must compete like never before for customer attention! If they are to gain consumer business, they must outperform other businesses similar to theirs in product quality, price, accessibility, availability, and customer experience. Over time, consumer expectations of their experience have increased significantly, including their interactions with your staff and the way your business tailors its expectations to meet their wants or needs. They want interactions that solve their problems! In your customer service communications, respond fast, as responding quickly to customers can help avoid customer disengagement. Also be thorough in your questioning and care, and do everything you can to get your customer the outcome they want (within reason). 

Social Reputation

As you try to stand out from your competitors, you will develop a social reputation built from reviews and opinions and comparisons given by consumers. By implementing good customer service practices, your consumers will have better things to say about you! Customer service representatives should be friendly and sincere—this makes the customers feel comfortable and valued. The positive impact that customer service will have on your social reputation will directly reflect in an increase of your customer population.

Foster loyalty, exceed expectations, and establish a positive social reputation through the interactions your business has with your consumers. Devoting a sufficient amount of time and resources to improving the quality of your customer service is one of the most important and lucrative ways you can boost your business.

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Brand Strategy

As an entrepreneur, you want to do everything you can to grow your audience. As you increase your customer base, you want to aim for a diverse audience. This can present you with new opportunities to expand your business.

Use Targeted Methods

The first step of using targeted marketing methods is identifying who you want to market to. Within marketing, you can market towards the entire population, large subgroups within the population, and smaller niche groups. Knowing who you are marketing to will help you know how to market towards them. With your group in mind, you can ask yourself what kinds of products they would be interested in, what features would appeal to them, and what problems they need to have solved. You can also consider how to best appeal to them with your advertising. Targeted marketing tactics are useful because they allow you to be more efficient. People are more likely to be enticed by an ad that specifically applies to them than a general advertisement.

Produce a Podcast

Over the last few years, podcasts have become extremely popular. They allow people to multitask while learning or being entertained. It’s an easy way for people to get information. Podcast audiences are now more diverse than ever. If you create your own podcast, you can reach a large number of people from different demographics, backgrounds, occupations, etc. It’s the perfect way to get information about your business out into the public and engage with a wide audience. Having a podcast is also a great way to get people to return to your content. If they liked what they heard, they will come back for more.

Have a Diverse Team

When you work with a diverse team, diversity comes more naturally. A team from different backgrounds will think differently and bring new perspectives to the table. This can help you to market to and reach a more diverse audience. You can gain new perspectives, understand how your marketing comes across, and have the opportunity to make needed changes. Consumers are also drawn to diversity. If they see that you make an effort to represent and listen to a diverse team, they will be more likely to engage with your business. Not to mention, a diverse team will help make positive changes within many aspects of your business.

Reaching a diverse audience is an important thing to do as an entrepreneur. It allows you to sell your product or service to more people and you can meet the needs of a wider audience. Learning how to reach a more diverse audience is your first step.

Read this next: How to Take the Pressure Off Running Your Business


Brand Strategy

Businesses can live or die by their reputations. Just ask Comcast, who struggled with their incredibly negative reputation and tried to overcome it by rebranding themselves as Xfinity. Chances are you don’t have to go quite that far to influence customer perceptions. There are plenty of things you can do to control customer perceptions without giving your brand a complete overhaul.

Be Proactive

Rebranding themselves as Xfinity was clearly a reactive approach to managing customer perceptions. Whether or not it worked is up to you, but the saying that an ounce of prevention is worth a pound of cure applies when it comes to protecting your reputation. It’s a lot easier to build a positive reputation than it is to repair a negative one. Decide how you want your business to be perceived by consumers and formulate strategies you can use to help you get there.

Review Management

Even the best companies aren’t going to be able to please everyone all the time. The result of having dissatisfied customers is often the negative reviews that show up on different platforms. Every industry is vulnerable to the impacts of negative reviews, from retail to healthcare. Patient reviews can seriously impact a medical practice’s digital presence. They can also dissuade enough consumers from supporting a business that it can’t stay open. Taking steps to manage your reviews by responding to them appropriately and evaluating their authenticity can be a good way to start making sure they help your business rather than hurt it.

Have Killer Marketing

In many cases, your marketing is going to be the first contact your business has with customers. It’s going to be the vehicle for that initial impression. As such, it’s essential to make every marketing material engaging for consumers. It should be clear, concise, and easy to understand. If you want your marketing to really showcase your business, make sure you incorporate your brand into your materials. That means you’ll need to have a clear understanding of exactly what your brand is so you can portray your brand consistently every time across every platform.

Learning how to influence the perceptions customers have of your business can be an incredibly useful tool. Make sure you take a proactive approach, rather than a reactive one. Invest in review management and make sure your marketing materials are on point. That will help you control and manage the perceptions customers have of your business.

Let us help you build your brand and reputation with our marketing services! Get started here.


Brand Strategy
In today’s world, online marketing is a strategic tool for all businesses to have. A web page is considered real estate on the internet and is needed to attract consumers. It helps you to reach consumers nationwide, in other countries and in different time zones. Marketing on the internet is cost effective and is cheaper than traditional methods that include dealing with physical locations. There is no need to buy stock or pay for rental equipment and maintenance. When you market your business on the internet, you can personalize your customer base and track the web pages and products they visit. It’s easier to communicate and send marketing emails to consumers, too. Social media is another tool that is beneficial for online marketing because it allows you to contact prospective customers to grow your business around the clock.

Utilize Social Media

Social media is an important tool to use for online marketing. This is a platform that offers diversity and can help you to build your professional network and attract potential clients. When you use social media, you will need to be committed and create a strategy that works for your business. This entails creating a constant media stream and finding out the wants and needs of your audience. Besides using these platforms to promote your business, you can communicate with your customers too. This can assist you in finding out what their needs are and help you create more efficient posts. You can tailor your content to your audience and share blogs and videos that get their attention. Instead of promoting poor performing posts, boost the top performers to increase your chances of obtaining more customers.

People Trust Reviews

Positive customer reviews from consumers are another factor that helps market your online business. These reviews have a significant impact on the way your customers view your business. Your customer feedback is imperative to your brand. Since the internet has become more accessible, more people are researching products and reading customer reviews online. If you have negative feedback, this can seriously harm your business. With that in mind, you want to encourage consumers to leave positive comments as often as possible.


A blog gives your brand a voice and helps you reach more people on the internet. It is an easy way to connect to customers and provide them with valuable information. The content can be used across social media platforms, including Facebook, Twitter and LinkedIn and allows you to have a conversation with consumers. When you blog, your customers begin to look to you as an authority in your industry. It not only broadens your audience but helps you become more creative. Blogging is also a good way to get attention on the internet and promote your products and services for free.

Develop Your Email List

An email marketing list has a high return on investment and is a valuable marketing resource for many brands. There are millions of people online every day checking their emails. To build an email list, you can import an already existing list of contacts or create a new one. If you do not have a list, you will need to develop a strategy to obtain your contacts. There are several ways to this that include offering an incentive for people to sign up for your mailing list on your website by providing a discount or delivering exceptional content. Taking the time to market your business online is imperative to your brand’s success. There is an online community for every niche, and you can find yours by using the correct marketing tools. There are no limits to the number of people you reach and how much your business can grow with online marketing.

Brand Image, Brand Strategy
Poor communication limits your business’s capability to optimize performance. Communication is essentially the blood flow of an organization. It delivers the information to various people working with or within the business to get work done while providing a mechanism for building and strengthening relationships. It can be a significant factor in building company culture, which ultimately reflects upon your brand identity. However, when there are poor communication lines in your business, their effects are felt across the board, and might even leak externally to your customers. Individually, your staff will feel disconnected due to the lack of clear direction from the management. This leads to decreased engagement, low satisfaction rates, and poor performance. Ultimately resulting in an overall lower output from the entire business. Your customers might pick up on this and take their business elsewhere. Let us look at the various ways in which poor communication might be your brand’s Achilles heel.

It Creates a Culture of Distrust

Trust plays a vital role in the success of any high-performing team. This explains why team-building activities are always centered on getting each member of the team to believe in the other’s skill and willingness to perform their job. Ineffective communication; however, inhibits trust building and thus breeds a culture of distrust. When you do not communicate your goals and important events with your staff, they will eventually start thinking that crucial information is being held back from them. This creates an ‘us versus them’ mentality.

Confusion and Uncertainty

Effective top-down communication is what ensures that all your departments, their leaders, and employees are on the same page. However, when there is no clear direction, the role of departments and individual employees becomes uncertain. This results in a workforce that lacks priorities. The effects are usually inefficiency and a lack of productivity. In other instances, confusion is caused by mixed messages. For example, a manager might provide a directional message today, then give an entirely different vision after a few weeks. Another instance is when front-line managers and top managers have different perspectives on how goals should be accomplished. This causes chaos which leads to uncoordinated or misdirected tasks.

The Need for Open and Consistent Communication

Blueline Rental, the 4th biggest construction equipment rental company in North America, decided to prioritize communication across the company in a bid to show that the company cared about the well-being of its employees. In doing this, the company was able to take its TRI safety score (which should be 1 or below) from 3 to 0.74, making it one of the safest companies to work for in a dangerous profession. When looking to improve communication lines in your business, expect numerous barriers, especially if you have more people in your company. Thus, instead of telling your staff what to do, offer them a clear line of site which details where they are headed, and their role in that objective. Address concerns promptly while ensuring they have access to all the information they need, whenever they need it. Moreover, involve your staff in your decision-making process by holding discussions to get their input. This makes sure they know that their opinions are valued. It is also why clinics use healthcare management specialists to facilitate communication. By enhancing communication in your workplace, you’ll have a workforce that knows where it is headed, and how it is supposed to get there.


Having a shared vision and mission is key to establishing consistency in your brand experience both internally and externally. If you notice some communication slip-ups at work, whether with you or your co-workers, don’t hesitate to start wondering what you can better do to improve the situation. Communication is key to most things in life, and so practicing and succeeding at it as a company will surely lead to improved employee and client interaction.