Culture: The Game Changer

What happens inside your organization from a 'people' perspective--often called culture--has such a profound impact on overall business success, that it is wise to take some time to evaluate whether the way you walk and talk internally is in line with your external brand, marketing strategy, and sales activities.

For example...if you are going to build your brand around a 'Satisfaction Guaranteed' promise, your company culture must make it possible to deliver on that promise by empowering employees to produce a great product that is less likely to create customer dissatisfaction, to take care of any issues customers encounter along the way, and to celebrate a sense of pride about your company and its products or services. Otherwise, the promise becomes just another unfulfilled marketing gimmick that today's savvy consumer will never embrace.

Keeping your customers happy

I recently came across an article that focused on things that we can all do to keep our members, clients and customers happy and returning to our businesses and organizations. It was in the October edition of the Chamber's Business Intelligence Report which also has articles on local sourcing for small businesses, crowd funding and what the increasing number of multi-generational households means for businesses in terms of supply, packaging and marketing.

Do you know that there are better times to post on FaceBook than others? The author of this piece says that Friday posts result in more engagements than any other day and are followed by Tuesday and Wednesday. The lowest rates of response follow Saturday and Sunday posts,

The publication also includes a short article which insists that customers really do pay more for exceptional service and do so willingly! Research shows they will pay up to 10% more for service that exceeds their expectations. Keep that in mind as you deal with customers and train employees on how to work with customers as well.

To request a copy of the October Business Intelligence Report, call the Chamber at 265-2320, Members receive an e-mail edition each month.

Ann Hughes, President and CEO

Adrian Area Chamber of Commerce

517-265-2320

www.adrianareachamber.com