Reputation Management: Walking the Talk

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Reputation Management: Walking the Talk

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Research Abstract

Many technology services firms have invested in developing brand concepts and creating a more consistent visual identity in recent years. But making sure that clients’ actual experiences are based on preferred brand concepts is a rather more difficult task. In the long run, though, ensuring that the brand is reinforced and reputation enhanced at every client touch point is central to success.
This ITSMA Europe briefing outlines practical insight that services marketers can use to ensure that their organisations are truly “walking the talk”. The briefing presents specific techniques such as engaging employees in the brand story and mapping out the client experience as well as more general insights into how services marketers can ensure that clients receive a consistent, branded experience throughout the lifecycle of their vendor relationship.