Over the years I’ve heard from many clients how great their customer service is. Yet, many of them have no protocol that enables the employee to handle a customer issue on the spot. Why not give the employee authority to make decisions below a certain… Read more >
By Jennifer Holland, Certified Brand Strategist, Holland People+Brands First, let me apologize. If you’re reading this, and it seems like I am talking about you, I’m sorry. I don’t want to embarrass you. But, you know who you are. I was at an open house… Read more >
By Jennifer Holland, Certified Brand Strategist, Holland People+Brands I hope you answered all the provocative questions I asked you last month about your business and your values. If not, go here before you move forward with this article about creating your perfect customer. Now, let’s… Read more >
By Jennifer Holland, Certified Brand Strategist, Holland People+Brands Last month, I talked with you about the right answer to a question almost everyone gets wrong. If you missed it, you can see it here. This month, as promised, let’s discover the who, what, why and how… Read more >
By Jennifer Holland, Certified Brand Strategist, Holland People+Brands Today, business success requires new ways of thinking and operating. No longer can prospects simply be told you are “the best” to have droves of customers buying your product or service. Instead, you must clearly articulate “why… Read more >
Today we celebrate the life and memory of Dr. Martin Luther King, Jr., who forever left his mark on our country with his famous “I Have a Dream” speech delivered on the steps of the Lincoln Memorial that historic day. His passion to put an… Read more >
When companies think about the final point of contact—or touchpoint—for generating brand loyalty, they usually focus on the customer. After all, customers buy your product, recommend it to friends and are less likely to switch brands. Equally critical to customer satisfaction and long-term loyalty are… Read more >
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