National Customer Service Week - brands and the frontline

Living Brand conference timed to coincide with National Customer Service Week will look at how organisations are empowering their employees at the sharp end to bring to life the brand values and culture of the business

When the media turned its attention to the economy, people became more aware and interested in the financial situations around them. As part of this media generation, we are all driven by this powerful information source and it is this same force and mindset that drives our customer’s expectation of brand service delivery.

Brands enter our worlds through various mediums and marketing initiatives and we tend to, like the media, have an unwavering belief in them. Brands are a contract of assurance and are living and breathing through the actions of our frontline teams. It has never been more important to ensure that this direct channel to your customer is sending out a broadcast that represents your brand promise in a language of strength, confidence and unity.

Customers are more astute than ever before; however, in the current economic climate, they are also seeking safety and security wherever they can find it. This unconscious and basic need for safety is driving up their demand for exceptional customer service and, more importantly, the service that the marketing team set as a promise at purchase.

If organisations manage the customer experience with professionalism and service excellence today, it can be an opportunity to create customer advocacy that will last long beyond this or any recession.

Bridge Training and Event’s second Living Brand Conference on October 5th 2010 have brought together an outstanding line-up of speakers from the best of the best in the industry. This one-day event will look behind the walls at customer service excellence and how organisations are empowering their frontline staff to bring to life the brand values and culture of the business.

This conference will answer the questions surrounding the power that Living Brand Champions play in the overall customer experience. As economic recovery moves forward, the organisations that distinguish themselves will be those that consistently deliver on their brand promise.
Take this opportunity to hear practical case studies on outstanding and award winning frontline service delivery – hear from those that are not just talking about it - but living it.

The event will be chaired by Don Hales and includes speakers from Orange, Fitness First, RAC, Specsavers, Bausch & Lomb, Lambeth Council, Carnival UK, Institute of Customer Service and Rackspace. With such a fantastic line up, it will allow delegates to network and learn best practice from a cross selection of industries.

For more information visit www.livingbrand.co.uk or contact Fabio Marcolini on 0845 362 7729 or fabio@insidebridge.com