Don’t Let Go of Your Brand Promise

One of our clients in the health care space has been focusing her communication efforts with health care organizations on reminding them to maintain their focus on the brand promise. This may not seem like the time to do that. We agree with her, though, that it is.

Perhaps now, more than ever, the interactions you have with colleagues, customers, clients and others have significant impact. That impact can be good. Or not. If it’s not, your brand will certainly be damaged even if most of us would agree that these are times when we can, and should, cut others a certain amount of slack.

Walk a Mile in Their Shoes

If you’re a patient, and you’re seeing your doctor, do you want him or her to be any less attentive to your needs?
If you’re at the grocery store, trying to find find an item that is in short supply, do you want clerks to be any less focused on helping you out?
If you’re a small business owner and your computer has crashed, do you want your IT service provider to be any less focused on helping you get back up and running soon? No.

Choose to Delight, Not Alienate

Although we may understand service failures right now, they still have an impact on our impressions of the people and companies we deal with. So, no, now is not the time to take a step back from your brand promise. Now is the time to be more focused on it than ever before.
We expect good service in good times. We’re likely to be especially delighted by it in bad times.

Choose to delight!

About Us

Strategic Communications, LLC, works with B2B clients to help them achieve their goals through effective content marketing and management with both internal and external audiences. We work with clients to plan, create and publish high-quality, unique content. Whether on- or offline, or both, we’ll help you achieve desired results.

(Strategic Communications is certified as a Woman-Owned Business Enterprise through the Wisconsin Department of Administration.)

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