WE MAKE THEM TALK ABOUT YOU
Let’s say you have a
company...
...with 100 employees.
Each one has 10 interactions
with customers every day.
thebrandmanual.com
Source: Tommy Brotte, Ber...
thebrandmanual.com
There are 220 working days in a year.
100 x 10 x 220 = 220 000
customer interactions each year.
Source:...
thebrandmanual.com
A telemarketing company
would charge you roughly
€30 per contact.
Source: Tommy Brotte, Berghs School o...
thebrandmanual.com
The value of the contacts for
your company is €6 600 000.
A considerable ad budget.
Source: Tommy Brott...
thebrandmanual.com
The impression of your
company is created by each
of those customer contacts.
Do your employees know
wh...
thebrandmanual.com
According to Robert Kaplan and
David Norton, the founders of
the Balanced Scorecard, only 5%
of employe...
thebrandmanual.com
Source: Bain Customer-Led Growth diagnostic questionaire;
Satmetrix Net Promoter database
Companies
tha...
thebrandmanual.com
WE MAKE THEM TALK ABOUT YOU
Brand Manual is a service design
and branding consultancy.
www.thebrandmanual.com
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The defined value of customer interaction

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Each interaction between staff and customer is important. But what is the monetary value of this? If you new how much this was worth, would you pay more attention to your staff so that they could give right message along with making a good impression?

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The defined value of customer interaction

  1. 1. WE MAKE THEM TALK ABOUT YOU Let’s say you have a company...
  2. 2. ...with 100 employees. Each one has 10 interactions with customers every day. thebrandmanual.com Source: Tommy Brotte, Berghs School of Communication
  3. 3. thebrandmanual.com There are 220 working days in a year. 100 x 10 x 220 = 220 000 customer interactions each year. Source: Tommy Brotte, Berghs School of Communication
  4. 4. thebrandmanual.com A telemarketing company would charge you roughly €30 per contact. Source: Tommy Brotte, Berghs School of Communication
  5. 5. thebrandmanual.com The value of the contacts for your company is €6 600 000. A considerable ad budget. Source: Tommy Brotte, Berghs School of Communication
  6. 6. thebrandmanual.com The impression of your company is created by each of those customer contacts. Do your employees know what to say?
  7. 7. thebrandmanual.com According to Robert Kaplan and David Norton, the founders of the Balanced Scorecard, only 5% of employees understand their company's strategy.
  8. 8. thebrandmanual.com Source: Bain Customer-Led Growth diagnostic questionaire; Satmetrix Net Promoter database Companies that believe they deliver a superior value proposition Companies whose customers agree 80% 8% }Delivery gap
  9. 9. thebrandmanual.com
  10. 10. WE MAKE THEM TALK ABOUT YOU Brand Manual is a service design and branding consultancy. www.thebrandmanual.com

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