The Story

One employee can make or break the experience for you. We’ve all been there, and as a result of that one person, we’ve either gladly been willing to spread a little positive word of mouth or happily trashed the brand to about ten of our closest friends.

(Keep this quote in mind: “Negative word of mouth influences future patronage up to five times more than the person who experienced the problem first-hand…meaning that the original problem description is continually embellished as it passes from person to person.”)

Every now and again, during brand discovery sessions, we’re asked the question, “How does branding affect training and specifically, employees?” Because all it takes is one employee to deliver, or fall short of, a promise.

This entry was posted on Monday, July 21st, 2008 at 3:38 pm and is filed under Bank Branding, Bank Marketing, Branding, Corporate branding, Viral Marketing, Word of mouth marketing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.