One of the most important things today is the connection between your employees, company culture, brand, and ultimately the customer client experience.
The one example I want to use for this in the retail space is Chick-fil-A.
We know their company culture, its foundation, and its values. Now whether we’re live with them or not, the idea is that they have done something very powerful here.
They have simplified the way in which their employees can create the experience using that foundation of brand. And how they’ve simplified it is actually brought down to a couple of words and phrases.
Ultimately, it’s this very simple concept, where they as employees are taught to say, “Please” and “Thank you”.
It’s as simple as that, ”Please” and “Thank you”.
And that is part of creating a brand experience for the end customer that has actually shown in very notable results.
A few years ago, if you compare store sales of Chick-fil-A to a competitor like Kentucky Fried Chicken, Chick-fil-A was selling four times as much as a competitor for a store of Kentucky Fried Chicken.
It was like $4 million on the Chick-Fil-A side per store versus $1 million on the Kentucky Fried Chicken side.
So that is a great example of how having a base of culture to create simple ways for your employees to express that brand experience to the customer or client.
And so how do you make yours simple?
How about simple phrases that capture the essence of your brand and have them use it on a consistent basis?
I think that is a great way to look at it.
Keep it simple, because clients, customers, employees, and everybody are overwhelmed these days.
Keeping it simple and very aligned.
I think it’s a great strategy to make sure that your employees are creating the brand experiences that you would want them to.
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