CX Tip #35: Make Your Brand Values Explicit

50CXTips6b_65

CX Tip #35: Make Your Brand Values Explicit
(Compelling Brand Values)

Based on customer research, Safelite AutoGlass has identified five brand values—Trustworthy, Reliable, Safe, Innovative, Helpful/approachable. These have been translated into how customers are treated in a variety of ways, including how phones are answered by contact center associates to the “5 Ts” that their field technicians use to highlight their helpfulness and approachability:  1) Time: Call customers in advance to notify them of arrival time. 2) Touch: Shake hands, make eye contact and engage the customer. 3) Technical excellence: Doing it right the first time, every time. 4) Talk: Tell the customer what we’re going to do and do it. 5) Thanks: Show appreciation for choosing Safelite. Click for more info

See full list of CX Tips

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.