Developing a Brand2Life Programme

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  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • Talk about customers contact in today’s environment that customers are more sophisticated and demanding that ever before. Organisations, events, hotels have raised the expectation line through their marketing and clear promotion of their Brands Values. Question to the audience – do you see any of your brand value words listed on the screen
  • Talk here that great brands as is a great customer experience is based on actions – the actions for the people that represent you organisation from the leadership team to front of house all the way through every potential personal touch point that a customer may have with your organisation.
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • Dale Smith 5th October 2010 The Power of Living Brand Champions
  • Dale Smith 5th October 2010 The Power of Living Brand Champions
  • Dale Smith 5th October 2010 The Power of Living Brand Champions
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • Dale Smith 5th October 2010 The Power of Living Brand Champions
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith
  • 5th October 2010 The Power of Living Brand Champions Dale Smith

Transcript

  • 1. Welcome Developing a Brand2Life Programme Welcome
  • 2. BRIDGETRAINING Areas of expertise: •Contact Centre •Customer Service •Sales •Brand Delivery •Leadership and Development •Motivation and Presentation •Behavioral Science
  • 3. BRIDGEEVETNS
  • 4. turning words into actions
  • 5. Behavioural Skills Transactional Connectivity BRIDGEBALANCE
  • 6. Who are your customers? • Are your customers someone who buys from you and your organisation? • Are your customers someone who has bought into you and your organisation?
  • 7. Have more fun!
  • 8. Out of the 171,476 words currently in use from the Oxford dictionary Pick one word that would represent you as a brand?
  • 9. great Brands are not about words
  • 10. great Customer Experiences are not about words
  • 11. Words Words Words
  • 12. Inspirational
  • 13. Trustworthy
  • 14. Exciting
  • 15. Unique
  • 16. Professional
  • 17. Trendy
  • 18. Service Excellence
  • 19. Integrity
  • 20. Personal
  • 21. Consistency
  • 22. Innovation
  • 23. Words Words Words…
  • 24. Great customer experiences are all about actions...
  • 25. Are Living Brands® Born or are they Made?
  • 26. The Living Brand® Matrix
  • 27. The Living Brand® Matrix
  • 28. Brand2Life Programme Actions Brand Values Skills
  • 29. Living Brand® Developing a People First Culture
  • 30. 25 Minute Challenge One: What are the Brand Value words of your organisation or training initiative? (5 minutes) Two: What actions can your frontline engage in to bring these words alive? (8 mins) Three: How can you develop your people on these actions? ( 7mins) Four: How do you keep these words alive in your Living Brands?(5 mins)
  • 31. 4 steps to developing your Living Brand®
  • 32. 25 Minute Challenge One: What are the Brand Value words of your organisation or training initiative? (5 minutes) Two: Three: Four:
  • 33. Look Feel Sound NEURO-LINGUISTIC PROGRAMMING(NLP)
  • 34. EMOTIONAL INTELLIGENCE
  • 35. 25 Minute Challenge One: Complete Two: What actions can your frontline engage in to bring these words alive? (8 mins) Three: Four:
  • 36. 25 Minute Challenge One: Complete Two: Complete Three: How can you develop your people on these actions? ( 7mins) Four:
  • 37. CONTINUOUS LEARNINGTOOLS
  • 38. 25 Minute Challenge One: Complete Two: Complete Three: Complete Four: How do you keep these words alive in your Living Brands?(5 mins)
  • 39. People who are connected to the brands they represent are happier, healthier and more proactive in their work environment
  • 40. The secret behind successful brands is: attitude • Set clear manageable expectation lines • Ensure that all staff training enables a clear action plan in-line with values • Empower each skill-set to deliver consistently
  • 41. Motivation Commitment Personality
  • 42. Saying it and living it are two very different sides of your Living Brand®
  • 43. Thank you!