At a recent event I attended, Greg Oxton, executive director of the Consortium for Service Innovation, said that a company's brand is, "what your customers say about your company to each other when you are not around." This statement started an interesting dialogue in our company and with our customers and prospects. It is also a good starting point to consider how companies can do more to make sure they aren't dropping the ball on customer communication and putting their brand at risk.
In an economy where people are cutting back everywhere you turn, how can you ensure that your customers are saying good things about your company so that your brand presence is positive, even when you aren't around?
Most companies pay a lot of attention to what people think about the company when they are trying to make a sale, but there are a few things that companies big and small should consider to make sure customers are happy with the company and the experience even after they...
