1.
WE MAKE THEM TALK ABOUT YOU
Let’s say you have a
company...

2.
...with 100 employees.
Each one has 10 interactions
with customers every day.
thebrandmanual.com
Source: Tommy Brotte, Berghs School of Communication

3.
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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.
thebrandmanual.com
A telemarketing company
would charge you roughly
€30 per contact.
Source: Tommy Brotte, Berghs School of Communication

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.
thebrandmanual.com
The impression of your
company is created by each
of those customer contacts.
Do your employees know
what to say?

7.
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According to Robert Kaplan and
David Norton, the founders of
the Balanced Scorecard, only 5%
of employees understand their
company's strategy.

8.
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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.
thebrandmanual.com

10.
WE MAKE THEM TALK ABOUT YOU
Brand Manual is a service design
and branding consultancy.
www.thebrandmanual.com