Are You Continuing to Shape Your Brand?

You have a brand, it delivers a strong message about your values, personality and experiences of your customers. This brands message never stays the same and is ever changing from your past, present and into your future. In reality the message we deliver and how it is perceived by others will ultimately shape your brand.

It is our responsibility to build strong relationships with our customers and potential customers. No one likes being talked at, instead they want you to connect with them and talk along with them. By talking with them, asking for their input you will gain respect and finally they will trust your brand. When you reach this level you now can say my brand has value.

Since people love to talk give them the opportunity to talk and ask how the feel or for them to provide suggestions. Trust me if you ask they will tell! By asking and talking with your customers you learn what areas of your business you need to improve on, what is lacking and even your strengths.

Don't fear the unknown, but embrace these opportunities to improve your overall customer satisfaction, product and even your company culture. Don't just assume things are great or on the other side ignore areas you think have problems. Take the opportunity to connect with others, find them online in your community and around the area. Listen to their suggestions, complaints, ideas or feedback to better help you make informed decisions to make change.

This week I had an amazing experience by following the steps in what I preach. I had been receiving mixed reviews by employees, a few complaints and confusion by residents on a unique service we offer at our community. Instead of canceling the service from the 3 or 4 complaints we had and the negative reviews by the employees involved, I decided to asked for help by my fans! To my surprise they came to my rescue and provided me with very detail feedback on the service. What I found out after 23 comments later on Facebook was there are some kinks we have to work out, but all in all the fans LOVE the service and were happy to join the conversation I had started with them. Since then the word of mouth movement has spread like wild fire. I have received emails and have seen our fans around the area talking about the discussion. Most of those talking were not the one's involved with the discussion online, but took notice and respect us for talking the time to ask them and get them involved. They feel empowered, part of the process and leaders of a movement for positive change. My first fear was how am I going to handle all the negative comments, but even myself was put in her place. So my question to you is how often are you talking with your community and if you have a Facebook page are you talking at them all about "ME" or are you talking with them, you know "were in this together" ? It's time to STOP fearing conversations and time to get involved with our community. Get out behind the desk, leave the office and just be a person! Trust me in return not only will you gain respect personally, but so will your brand!

If you are intersted in seeing the results from my discussion please feel free to visit the post on Facebook at: facebook.com/uvillage. The post was 9/27/10 regarding a question I asked about the late night fun bus.