LIVING YOUR BRAND STORY
Your marketing materials tell a story about your organization. Does your organization live that story?
Marna has just moved into a newly refurbished apartment in at SCF Senior Care Facility. On her second day, she notices a large puddle of water on the bathroom floor between the toilet and shower, and calls building services. Within 5 minutes, an engineer has arrived to investigate.
Steve is cheerful and polite. He checks out the toilet—no problems there—and then discovers that the new shower door wasn’t hung properly. Water easily splashes around the door frame and onto the floor.
In another 5 minutes, he has adjusted the door so it hangs square and blocks splashed water. Marna thanks him for coming so quickly. “We have 5 engineers on staff,” explains Steve. “If it were a weekend, you might have had to wait a little longer, but usually we’re able to take care of things right away.”
BRAND ENGAGEMENT ONE STORY AT AT TIME
Marna has cheerfully told this story to both family and friends. Her experience speaks volumes about SCF’s care for its residents. Their response was immediate. The solution was quick. The repair rep was kind. The building supervisor even stopped by later to make sure everything was OK.
CREATING YOUR BRAND ENGAGEMENT STORIES
Does your facility have a story like this to tell? If so, tell it! If not, start reshaping your organization’s internal narrative (including your policies and practices) so you do have stories like this to tell.
Stories are how customers engage with your brand. The stories you tell about yourself set their expectations—and the expectations of your staff. The stories they tell about you confirm or refute your brand claims.
Your brand engagement is effective only when your customer experience matches the story you tell.
Tell it again!
Have questions about how to increase your brand engagement through storytelling? We’re ready to help. Contact us at firstname.lastname@example.org.