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Creating Customer Relationships: Is It the Person or the Brand?

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Hallmark Business Connections
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Creating Customer Relationships: Is it the Person or the Brand? October 12, 2010 Beth Schelske, Vice President ITA Group Keith Fenhaus, CEO/President Hallmark Business Connections
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This research is based on the study, “The Employee or the Company: The Relative Importance of People Versus the Company Brand on Customer Experience” Dr. Frank Mulhern Academic Director for the Forum for People Performance Management and Measurement
1601 N Bond Street, Suite 303 Naperville, IL 60563 P: 630.369-7780 F: 630.369-3773 www.performanceforum.org [email_address]
Research Question ,[object Object]
Key Findings ,[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study
Case Study
Insurance Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Insurance Case Study ,[object Object],[object Object],[object Object],[object Object]
 
Brand Value
Brand Value
Brand Value
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Equity
Social Connections
[object Object],[object Object],Experience
Energy
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Brand Value
Core of the Brand
Conclusion ,[object Object],[object Object],[object Object],[object Object]

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Creating Customer Relationships: Is It the Person or the Brand?