When anyone working with you starts to talk about your business, your products or services or you, it’s either because they’re really happy about the experience, or they are unhappy with it.
Sometimes the disconnect happens when they feel that interacting with you or your business should “flow” a certain way. There is an expectation of the connection that is not met. All of your interactions with your connections, regardless of whether they are carried out physically or online, need to be positive interactions that are recalled with a sense of contentment.
All too often, we think about putting that best foot forward toward new customers and connections. Yet, what do you do in your interactions with the current customers and your brand advocates? What do you do to increase your interactions?
Total brand experience is a broad way of describing all the interactions that someone has with you. As a result, every single encounter, email, comment, phone call and experience needs to be given its due importance.
• Are you providing a supportive and helpful environment for your connections and for people to connect with you?
• Are you striving to make each interaction count?
• Are you investing in listening and following up with people?
• As you transition from a solopreneurs to bringing in assistants and other team members, are you striving to teach them the culture of your business/organization?
• Are you using social media platforms effectively?
When people trust and see consistency in daily interaction, great flow and consistency in what is being said and what they see, they feel confidence in the brand and confidence in you.
Feedback is one of the most critical components of understanding your personal brand. Most businesses succeed because they work closely with their customers and integrate any feedback that will improve their services or products. As a business owner, you need to be proactive about listening to your connection’s need. You can find out by asking and listening well to the content and the tone of their answer -
1. What do they say their needs are?
2. How do people talk about the services they are using, the products of your business that they are using, or how do they talk about you?
3. What are their personal or professional goals, and have you met these? If not, how can you help them attain their objectives?
Maria Elena Duron, CEO (chief engagement officer), buzz2bucks | a word of mouth marketing firm, is skilled at making networks “work” and harnessing powerful online and offline buzz, she facilitates online visibility services and word of mouth coaching and workshops – taking companies and professionals from buzz-worthy to bucks-worthy.