What kind of reputation are you building?
Earlier this month I was in Orlando for a speaking engagement. I was invited to talk to an organization about branding and customer experience. The two are inextricably linked. Like flotsam and jetsam, dilly and dally, or Tony Orlando and Dawn.
Because we were in Orlando, and nearly everyone flew in for the meeting, I used airlines to illustrate an important point about customer experience. I said that every employee who works for an airline has the ability to impact the customer experience. And like blood types, the impact could be either positive or negative.
Then I asked the audience if they could name an airline that offers a bad customer experience. Immediately, a chorus of brand names was shouted out from across the large hotel conference room. Clearly, there were a lot of people in the room who had negative customer experiences while flying.
However, this wasn’t a condemnation of the airline industry. Because everyone in the room who spoke up shouted the same name. This specific airline was called out as the airline with the bad customer experience. Like The Ohio State University.
In the minds of these customers, this airline brand was synonymous with bad customer experience. And by the number of witnesses who testified against them, the airline in question had clearly earned that brand reputation over and over and over again.
The important reminder.
Every interaction you have contributes to the brand reputation of the organization you represent. This is true whether you are the CEO, a front-line worker, the newest employee, or a volunteer. You are creating the brand and the customer experience through the experience you offer to those with whom you interact.
You also have a personal brand. Your brand is one of your greatest assets or your greatest liabilities. And while Joan Jett doesn’t give a damn ‘bout her reputation, you should. And you should remember that it is created by each interaction you have with other people.
Key Takeaway
You earn your brand reputation every day. Consider the experience you are offering those you interact with. A positive experience enhances both your personal brand and the brand of the company or organization you represent. It is true when you are reliable, helpful, funny and kind. And it is true when you are unreliable, unresponsive, and rude. So choose to be great to others. You’ll earn the best reputation you could ever want.
*If you know someone who could benefit from this message, please share it with them.
+For more of the best life lessons I have learned check out my book, What Does Your Fortune Cookie Say? from Ripples Media.
Originally published at http://adamalbrecht.blog on December 21, 2023.