The direct correlation between your staff and customers

Paul - 29 th May 2015

At Brand Vista we believe there is a direct correlation between how your employees feel and the reaction from your customers.

But despite this, many businesses focus only on the rational delivery of a customer experience through their products and services.

These are tangible elements that focus on price, quality, delivery, physical look, timing and so on. However, that’s only part of the picture – missing the vital aspect of individual consumer emotion.

A well-designed and well-executed experience, powered by the brand, will evoke positive emotions that will drive staff engagement and customer advocacy.

We recently worked with a client delivering a massive change to their customer base. They faced a few challenges and unfortunately didn’t deliver the reactions they needed from their customers.

The result was they struggled to keep them engaged, which impacted revenue.

Despite a great vision and brilliant rational delivery plan, it resulted in negative and challenging interactions between customers and staff.

Once we understood how the staff felt, we could focus on designing the ideal engagement plan to ensure we evoked the right emotions and elevated the chance of a successful change.

Paul has a customer experience and operational leadership background. Prior to joining Brand Vista Paul was Head of Customer Experience Design at Virgin Media and is a specialist in designing and implementing brand enhancing customer journeys that deliver commercial results.
Find out more about Paul