Why am I Blogging?

So I have decided to start blogging about the customer experience stories I am hearing about or personally experience. I have thought about this for some time and finally decided to take the plunge.

My objective is to stimulate a dialogue about why customer service is so critical to developing a strong brand.I believe that no matter how much time and money is spent on traditional outbound branding techniques, the ultimate decision about your brand is based on the experience that takes place between your customer and their point of interaction with your company. For a service based organization, this is your employee.

The interactions are called your Moments of Truth, and if they are not on-brand, then nothing you do with your traditional marketing activities will help.

So, please join the conversation and share some of your own stories.

Cheers!