The Gap Between Your Marketing Message and Frontline Teams
Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.
“There is nothing better than dealing with somebody on the frontlines that truly believes and cares about the brand that they represent”
“Look at your frontline teams as an audience to be convinced, not just to be told and informed.”
“Customer experience is the new battleground in business. It shapes whether customers are going to be loyal or leave after one bad interaction.”
“The brand and the customer experience are becoming synonymous.”
“There is a gap between what frontline leaders think of their experiences and what customers think their experience is. As soon as you start asking the front lines to share their thoughts and opinions, you’re automatically ahead of the game.”
Chris Wallace is the Co-Founder and President of InnerView. Chris and his team have developed the Brand Transfer Study tool which helps companies measure brand message alignment and engage their frontlines in innovative new ways.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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