Does everyone you work with know that? Sharing that information and making sure everyone’s aware of it is going to increase the likelihood of being consistent.
Don’t think it’s just those in your team that interact with your customers regularly. Are there any messages being sent from your business that haven’t been looked over by you or your marketing team? You know, the forgotten password email from your website, the emails sent by your finance team – I’m not just picking on them, but it’s easy to set up automatic emails on a website when you first create it and then forget about them, or know that another team communicates with customers and assume that what they’re doing is on brand and up to your standard.
Ever had an email from a business with an amazing website, engaging content, great email newsletters, fantastic customer service that doesn’t fit with everything else? It’s just a plain white background, no logo, different font, no personalisation, standardised message – like the inside of a cereal box compared to the outside.
Mapping your customer touchpoints will help you see what your customer sees. Plot them across your customer journey. Get copies of what gets sent out to your customers. Collect feedback from your customers about your touchpoints. Make sure your touchpoints are what you expect them to be – and at least what your customers expect. Ensure that you are being great every time.