Fixing The Glitch

If your brand is super duper excited to get to work with a new agency on that razzle-dazzle #marketingcampaign, it's always a really good idea to hit the pause button and take a deep look at the inside reality of your company. Does it match the persona that's about to be unleashed to the public? Is the #culture that you think you have really the culture that you do have? Is your team happy and well adjusted? Will they actually do all of the things that you're telling the world that your company will deliver? No matter how shiny and pretty the new campaign is, if your internal reality can't deliver on the promise, OR if your target consumers smell any bullshit, your brand can be screwed.

How to fix the glitch(es):

• If you have any toxicity in the organization, it's time to cut it out, like, now.

• Communicate with your team members with as much #transparency as humanly possible.

• Some organizations will actually hire a secret shopper, I'd rather you trust in your team members enough to deliver the goods. If you have any doubts, set them free.

• Build a safe and open door policy to address any real team member concerns, and here's the trick, act on their concerns and be their best advocate.

• Ask your customers about their experience, not just a survey, a real conversation, and LISTEN.

• Ensure that you have #customerservice protocols and procedures in place to handle customer service challenges like human beings, and not like robots.

I can't emphasize enough how important it is to get your organization shored up before you pull the #marketing trigger. It may not be easy and you may find yourself having to make some really difficult decisions for the good of the brand, but it must be done. Thanks for reading and sharing.