•What are they? •Why do they matter? •What do have to do with ME? Every “beat of the HEART” communicates a message One BEAT at a time WE (the employees) are the “heart beats” of Wayne CAP! WE are responsible for building Wayne CAP’s Brand By “Delivering our Promise” Through Customer Touch Points ONE BEAT at a TIME! WE are ALL Part of the HEART How do we do that? Through Consistency, Excellence & Determination in EVERY Wayne CAP Program in EVERY Wayne CAP Location by EVERY Wayne CAP Employee! BUILDING Wayne CAP’s Brand Equity Through Wayne CAP’s Customer Touch Points TRUST Making Wayne CAP’s PROMISE Delivering on Wayne CAP’s PROMISE What Is A Touch Point? Any Contact Point Between A Customer And A Brand Everything Communicates Whether we like it or not, OR whether customers Realize it or not… EVERYTHING we do conveys a message Think Beyond… Beyond Beyond Programs To the Services HEART Of the Experience a Customer Has With All of Wayne CAP’s Touch Points Everyday we need to exercise our Brand Essence through Customer Touch points Examples of Wayne CAP’s More Visible Touch Points • Wayne CAP’s Web site • Facebook. Twitter, email Social Media Office locations • Buildings • Trucks and vans • Flyers, brochures, correspondence • Applications, contracts Promotional • Advertising materials Examples of Wayne CAP’s More Experience oriented Touch Points Personal Group Third party • Interviews, intakes • Telephone calls, • Meetings, presentations • Conferences • Audiences, observers • People who “hear the story” Examples of Wayne CAP’s More Employee oriented Touch Points Visual/Auditory Body Language Actions Public perception • How we look-Neat, tidy, professional • How we sound-Concerned, Understanding , Helpful How we react-Facial expressions, tone of voice • Informed, Dedicated, • Compassionate, Collaborative • Accessible, Effective • Audiences, observers, funders • People who “hear the story”, potential donors Every day we touch others through conversation voicemail emails Formal letters What we say and how we say it reflects on the agency Text messages Person to person EXAMPLE: Answer the phone in a friendly and positive manner Good option: “Wayne CAP Main office, How may I help you?” P Rather than… Poor customer service: “Hello-WHAT?? I’m busy right nowHOLD PLEASE!!!” Example: Try to answer customer questions or connect them with the proper source Good Option: You want help with insulation? You should speak with our Weatherization Department. Their number is:315-812-0033 Rather than: You want to know WHAT???? How the heck would I know? How we perform impacts people’s perception of what Wayne CAP is.. The RESULTS are in OUR hands! Putting It All Together Through all of Wayne CAP’s touch points, the “product” and the consumer’s experience must deliver on our brand promise! This ensures that the desired emotional connection is made with our customers AND the general public. REFLECTIONS… We want people to remember their experience at Wayne CAP in a positive way! Remember- everything you do for the agency reflects OUR image- Wayne CAP’s Brand Promise LIVE THE WAYNE CAP BRAND! EVERYDAY in EVERYTHING you do! Your actions are the VOICE of our AGENCY! Whose job is this?? It’s OUR job!