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The four keys to delivering a better brand experience

The importance of good customer service


When meeting with a client recently, we discussed how to deliver great brand experiences and I thought the client’s observations and comments were not only spot on, but urgently needed throughout the industry. These four keys to delivering a better brand experience aim to help your company create better and more fruitful relationships with clients and partners.

Be Proactive: It sounds simple, but it’s incredibly important to think proactively. Think of things before your client does and present solutions to real situations or problems. This step adds a huge amount of value that goes above and beyond a normal client relationship and experience.

Think and Be Strategic: Great project and client managers lead by thinking strategically; they don’t wait to be told what to do. By anticipating the next strategic initiative and incorporating creative thinking, you can take your client experience to the next level. To truly understand what needs to be done, don’t just look at the projects at hand but consider the bigger picture to achieve your client’s goals and objectives.

Hire the Highly Professional: The best brand engagements are led by individuals who are highly qualified and consistently focused on great brand experiences. Surround your company with the best people who know the ins and outs of customer service and deliver great brand experiences every time. Focus on the culture of your company and hire the people who will take that culture to heart for every client interaction.

Be a Part of the Team: Brand experiences are team efforts. They happen when you act as a part of the client’s team. Being a part of the team means that you care as much as the client does about winning and losing. Share the passion and give it your all to ensure that you and your client are fighting the same battle towards your end goal.

When executed consistently and often, these steps will help you and your company deliver better brand experiences to build stronger foundations and relationships with clients. When your brand experience is better, you and your clients both win.

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Rob Terenova

Rob Terranova came to Brand Iron in October 2014 and took over the responsibilities of COO at the start of 2015. Accumulating marketing expertise from every brand he’s touched, Rob uses his comprehensive understanding of modern business needs to help companies reach their goals. As a successful self-starter, Rob collected many hats throughout his career from his experience in culinary school, the CSU police academy, RE/MAX Global, as well as his own operations consultancy and small business venture. With great attention to detail, Rob supervises Brand Iron’s operations, ensuring that the collective pursuit of company goals is united in both vision and effort.

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