Terry McKenna
Terry's latest writings
Customer Service Credos: Words That Drive Behavior and Results
Does your company have a customer service credo? You know, those fancy slogans that are printed on pocket-sized cards for each employee to carry around with them, which is designed to help guide their behavior when it comes to taking care of customers and interacting with coworkers. The hospitality industry is big on company credos. Let me share the Ritz-Carlton... (posted by Terry 4 years 287 days ago.)
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Does your company have a customer service credo? You know, those fancy slogans that are printed on pocket-sized cards for each employee to carry around with them, which is designed to help guide their behavior when it comes to taking care of customers and interacting with coworkers. The hospitality industry is big on company credos. Let me share the Ritz-Carlton... (posted by Terry 4 years 287 days ago.)
Brand Management: Defining Your Brand Positioning
What does your brand stand for? More importantly, how would your customers answer that question since brands don’t create wealth customers do. Brand positioning starts with a frame of reference, which signals to consumers the goal they can expect to achieve. Customers have expectations that they attach to brands. Over time those expectations change and it’s up to the brand to change accordingly. The... (posted by Terry 4 years 297 days ago.)
What does your brand stand for? More importantly, how would your customers answer that question since brands don’t create wealth customers do. Brand positioning starts with a frame of reference, which signals to consumers the goal they can expect to achieve. Customers have expectations that they attach to brands. Over time those expectations change and it’s up to the brand to change accordingly. The... (posted by Terry 4 years 297 days ago.)
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