People before experience!

Imaging that there are two dealerships, and you know that they both sell the same kind of car that you want. Both dealerships could have great marketing initiatives, and advertise extensively. Although both can be similar, they can both treat the customer in an entirely different manner and he can either have the best experience or the worst.

Despite best intentions, people are what will make or break the wonderful work that you are doing to build a truly amazing brand. This is because people are at the heart of great or bad customer experience. Given this dynamic, it does make sense that marketing needs to work closely with the Human resources department and the customer service team, in ensuring that the right people are well taken care of in order for them to take great care of the customer.

Working with human resources means;

· Clearly communicating with staff what the brand makes as a promise to potential customers

· Recognizing great customer service from staff and building a great reward and recognition programme.

· Align all employees from departments on walking the talk, bring the marketing back internally

This allows us to do the most important in serving our customers, and that is in serving our staff that are at the heart of the customer experience.