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?

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. 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. 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. 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. 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. thebrandmanual.com

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