Posted by Ruth Atherley of AHA Creative Strategies on September 25th, 2014
Every communications professional has seen this happen. You work hard to develop a strong, reputable brand, the brand voice and the brand promise. You create brand standard guidelines and you build out a tool kit for staff to use when creating documents, presentations or in any communication of the brand. You generate great media coverage where your CEO, President or GM hits the key messages and positions the brand well.
A success, right? Not so fast. Then a client, customer, guest or patient shows up to the frontline and no one delivers on the brand promise (#EpicFail).
A great brand … Read more
Posted by Ruth Atherley of AHA Creative Strategies on April 16th, 2014
I had an interesting conversation with a client the other day. He called to ask us about Search Engine Optimization (SEO). While we have a foundational knowledge about SEO and integrating SEO elements when developing online content (including websites, blog posts and news releases), our client’s needs went beyond our communications abilities in this area and we referred him to an SEO specialist.
His response: “You are always so responsive and take care of what I need, even if you don’t provide it. You make it easy for me.”
That’s a big compliment to receive. Our commitment to providing exceptional … Read more
Posted by Ruth Atherley of AHA Creative Strategies on January 15th, 2014
There is a direct link between generating results for your organization – whatever that means to you (sales, engagement, response, behaviour change, perception change etc.) – and living your brand promise.
I had an interesting experience over the weekend that so clearly showed the importance of customer service and how it supports PR and the brand promise, that I want to tell you about it. We are cruisers. While we might not meet the stereotype of a cruiser, we have taken quite a few cruises – in the Mediterranean, to Mexico, in the Caribbean.
Now, it’s pretty clear that the … Read more
Posted by Ruth Atherley of AHA Creative Strategies on February 26th, 2013
It isn’t often that I get to write a post like this – one that celebrates an organization that authentically lives its brand and keeps its brand promise. However – I just had (yet another) excellent experience with WestJet and I think they deserve to be acknowledged for this experience and for consistently behaving in an authentic, respectable and customer-focused manner.
I recently flew my father and his wife into Vancouver for a visit. My dad had a bad fall last year, shattering his femur, and he is still recovering from that. He still has some mobility issues, so when … Read more