Magazine Article | October 26, 2015

From Catchphrase To Culture: 3 Keys To Becoming Customer-Centric

Source: Field Technologies Magazine

By Carly Vento, EVP, sales and customer experience, Key2Act, www.key2act.com

It’s your people, not your products, that make the biggest impact on the image of your business. Do you know what message your people are sending?

Walk through any organization that posts its shared values and you’ll likely spot a statement that summarizes the idea “The customer comes first.” It’s easy to pull the latest buzz phrase and slap it on a poster and claim that it has great meaning to your organization, but does it really? Does that idea live up to its purpose across every facet of your business? Is it truly ingrained in your brand’s DNA?

In the field service industry, business is based on knowledge. More often than not, it’s your people, not your products, that become the face of your brand. So, how do you ensure that your people are living and breathing your service organization’s brand in everything they say and everything they do? Here are three key things you can do to help ensure your employees live your brand.

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