Beyond the Pretty: Your Team is Your Real Touch Point

We spend hours perfecting our website, designing eye-catching brochures, and creating the perfect ambiance in our physical spaces. But let's be real, folks: all those professional-looking touch points mean nothing if your internal customer (i.e., employees) representing your brand aren't equipped to shine.

​Think of it like this: you can have the most beautiful stage set in the world, but without talented actors who know their lines and can react to the audience, the show falls flat. That's where "how you say it," "how you do it," and "how you react to it" come in.

HOW YOU  SAY  IT

This isn't just about memorizing a script. It's about understanding your brand's voice and translating it into genuine, human interactions.
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• Online: Are your social media responses friendly and helpful, or robotic and impersonal? Do your emails sound like they're written by a human, or a marketing bot?
• On-Print: Does your printed material use language that resonates with your audience? Is the tone consistent with your online voice?
• On-Site: Do your employees greet customers with warmth and enthusiasm? Can they clearly and confidently explain your products or services?

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HOW YOU  DO  IT

This is about more than just completing tasks. It's about understanding the "why" behind what you do and delivering exceptional service at every turn.
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• Online: Is your website easy to navigate? Are your online processes seamless and efficient?
• On-Print: Are your printed materials accurate and up-to-date? Are they delivered on time and in good condition?
• On-Site: Do your employees follow through on their promises? Do they go above and beyond to meet customer needs?

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HOW YOU  REACT  TO  IT

Let's face it: things don't always go according to plan. How your team reacts to challenges can make or break a customer relationship.
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• Online: Do you respond to negative reviews with empathy and professionalism? Do you address customer concerns promptly and effectively?
• On-Print: If there's a printing error on your product packaging or promotional flier, how do you handle the situation?
• On-Site: Can your employees handle customer complaints with grace and composure? Can they turn a negative experience into a positive one?

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Your Team: The Ultimate Touchpoint

At the end of the day, your employees are the face of your brand. They're the ones who create those lasting impressions, those moments of connection that build customer loyalty.

​So, how are you equipping your team with the tools they need to shine? How are you empowering them to be the best possible representatives of your brand?

Share your experiences and tips in the comments below. Let's start a conversation about building a brand from the inside out.