Our perspectives on igniting brand promises
Articles that may help your organization's brand alignment efforts.
In the competitive world of retail, training your associates and managers is essential to building and maintaining the right customer experience that supports your brand. Kennedy Communications has had the privilege of working with a number of leading global retailers on a variety of training initiatives. We’ve developed a collection of best practices in retail training as a result of these programs. If you ... Read More »
A new employee represents a clean slate – a shiny new star who is eager to put their best foot forward. That old adage about first impressions is certainly true with new hires – you have one shot at bringing them on board. Get it right, and you will be rewarded with an engaged, inspired and motivated new employee who is committed for the ... Read More »
“If you can’t smile, you can’t work here.” That’s the bottom-line hiring principle employed by one of my favorite long-time clients – a specialty retailer that has had tremendous success by delivering a customer experience that steadfastly focuses on emotionally connecting with customers. Of course, this company looks for other qualities in its employees, but when it comes to front-line employees who directly interact ... Read More »
Last November, Comcast CEO Brian Roberts expressed embarrassment over his company’s customer service. In particular, Roberts spoke of an incident last summer where a frustrated customer recorded a conversation with a Comcast rep. The recording went viral and joined a host of other customer complaints about Comcast that have been shared over social media. In January, Comcast earned the number 10 spot on the list of America’s ... Read More »
Moments of change and transition are common and necessary. Staying competitive and pursuing new opportunities demands that business continue to reinvent, deconstruct, update and evolve. Business change and transition can include adaption of a new strategy, changes in leadership, entry into new markets, release of new products and services, updating or migrating to new technology platforms, centralizing or decentralizing a function, etc. But these ... Read More »
It’s happened to almost every professional at some point in their career: news comes from above that company strategy is shifting. A restructure is coming, along with the closure of locations and possible layoffs. While these situations can be stressful for employees and cause tension throughout the organization, handling them the right way can have a tremendous impact on the brand. Upset Employees Can ... Read More »