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People Management and Communications Lead
Customer Care Operation Manager
Do Your Staff Know Your Brand?
One day, pass round a questionnaire to all your staff – customer and non-customer facing – and ask them to define the brand and what it means. If we did this, many of us would get a mixed response – maybe some staff don’t know what the brand is all about. If, like many of us, you are a little disappointed with the results, build an action plan to reinforce the brand and its values. In this way your staff can start to live the brand and value in everything they do. Then monitor the effect on service to your customers!