Let's be honest, marketing pretty much never involves front line staff. It's a conversation between the brand and the customer... managed by an agency and/or a marketing department. Although 'People' are one of the 7 'Ps' of the Marketing Mix, when was the last time any of your marketing budget was allocated to training the people your customers actually deal with?
Everyone learns differently and takes advice from different places. Today I found something on the Herald that made me think about all the advice we're exposed to...
We've all experienced bad service. Usually the reasons for it fall into one of three categories:
Sometimes it’s a person to person thing, sometimes it’s a process or procedure thing, sometimes it’s a culture thing.