by Lauren Shapiro*
Consider yourself branded! Branding is two-fold: creating a reputation that entices prospective clients and backing it up with service that makes them want to remain clients. But branding isn’t just for the marketing department anymore.
You can find some of your biggest brand ambassadors inside your client service or account management department. They are the Reiker to the client’s Picard. For the non-Trekkies, they are the client’s right hand (wo)man. The relationship between the client and your client service representative can make or break your organization’s brand.
- Recognizing the significant role client service plays in organizational development is the first step towards creating a loyal client base, which will stick with you through tough economic times.
- The second step is for reps to understand that their job is much more than account management/maintenance. They are relationship builders, brand ambassadors and the face/voice of your organization.
Communication seminars can provide customer service reps with the tools to best represent your organization. Anand Subramaniam’s blog provides further insight that is well worth the read.
How is your organization empowering its client services team to be ambassadors? What role is marketing and public relations playing in supporting these efforts?
*Bio: Soon after graduating from the Richard Stockton College of New Jersey, in 2006 with a B.A. in communication and a B.S. in business/marketing, I joined the BurrellesLuce client services team. In 2008, I completed my master’s degree in corporate and organizational communications and now work as the supervisor of BurrellesLuce Express client services. I am passionate about researching and understanding the role of email in shaping relationships from a client relation/service standpoint as well as how miscommunication occurs within email, which was the topic of my thesis. Through my posts on Fresh Ideas, I hope to educate and stimulate thoughtful discussions about corporate communications and client relations, further my own knowledge on this subject area, as well as continue to hone my skills as a communicator. Twitter: @_LaurenShapiro_ LinkedIn: laurenrshapiro Facebook: BurrellesLuce