what are they? why do they matter? what do have to do with me?
TRANSCRIPT
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•What are they?
•Why do they matter?
•What do have to do with ME?
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Every “beat of the HEART” communicates a message
WE (the employees) are the “heart beats” of
Wayne CAP! WE are responsible for building Wayne CAP’s
Brand By “Delivering our
Promise” Through
Customer Touch PointsONE BEAT at a TIME!
One BEAT at a time
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How do we do that?
Through Consistency, Excellence &
DeterminationinEVERY Wayne CAP Program
in EVERY Wayne CAP Location by EVERY Wayne CAP Employee!
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BUILDINGWayne CAP’s
Brand Equity
TRUST
Through Wayne CAP’s Customer Touch Points
Making Wayne CAP’s
PROMISE
Delivering onWayne CAP’s PROMISE
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What Is A Touch Point?
Any Contact Point
Between A CustomerAnd A Brand
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Everything Communicates
Whether we like it or not,
OR whether customers
Realize it or not…
EVERYTHING we do conveys a message
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Think Beyond…
Programs
Of the Experience
Services
Beyond Beyond
To the
a Customer Has With All of Wayne CAP’s Touch Points
HEART
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Everyday we need to exercise our Brand Essence through
Customer Touch points
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Examples of Wayne CAP’s More Visible Touch Points
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Examples of Wayne CAP’s More Experience oriented Touch Points
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Examples of Wayne CAP’s More Employee oriented Touch Points
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Every day we touch others through conversation
What we say and how we
say it reflects on the agency
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EXAMPLE: Answer the phone in a friendly and positive manner
Good option:
“Wayne CAP Main office, How may I help you?”
Rather than…P Poor customer service:
“Hello-WHAT?? I’m busy right now-
HOLD PLEASE!!!”
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Example: Try to answer customer questions or connect them with the proper source
Good Option:You want help with insulation? You should speak
with our Weatherization Department. Their number is:315-812-0033
Rather than:
You want to know WHAT???? How the heck would I know?
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How we perform impacts people’s perception of what Wayne CAP is..
The RESULTS are in OUR hands!
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Putting It All Together
Through all of Wayne CAP’s touch points,
the “product” and the consumer’s experience must deliver on our
brand promise!
This ensures that the desired emotional connection is made with
our customers AND the general public.
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REFLECTIONS…
We want people to remember their experience at Wayne CAP in a positive way!
Remember- everything you do for the agency reflects OUR image-
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Wayne CAP’s Brand Promise
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LIVE THE WAYNE CAP BRAND!
EVERYDAY in EVERYTHING you do! Your actions are the
VOICE of our
AGENCY!
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Whose job is this??
It’s OUR job!