Small Business Branding - 5 Lessons On How Customer Service Communicates Beyond the Brand
Small business branding is simple when you remember one thing: it’s all about the customer’s experience. Here’s a true story from one of my professional speaking travel logs: It all started at the airport. The free shuttle van to the hotel arrived and a pleasant man with white hair and a huge smile stepped out and did something no shuttle driver has ever done. He shook my hand and introduced himself as Robert. In that moment I knew this ride was going to be different. Instead of selecting a seat in the back, as the only rider in the van I decided to ride “shotgun” – in the front seat next to Robert. For the next few minutes Robert kindly shared with me the recent history of the area, talked about his family and little grandchildren, and chatted with me about the weather. When I asked him to re-route to take me to a drug store to pick up an item I promised a friend, he didn’t hesitate. Then he quickly took me to my destination and carried my bag ...