World – Koolath Advertising

How to Create a Strong Brand Strategy in Three Stages

September 29, 2017
Blog News

Not many businesses understand the adage that “good news travels fast and bad news travels faster.” In today’s digital and mobile era, any experience – good or bad – can travel globally in seconds. For retail brands, the market is a high-stakes game of exceeding customers’ expectations.

Brands that impress their customers boost retention rates and drive their revenue higher. In fact, raising customer retention two percent can produce revenue equal to a ten percent cut in costs.

Stop making customers jump through hoops

High-touch customer service programs look beyond single touch points. They focus on the end-to-end experience. That means taking a holistic view of the customer journey. Why? Because just one negative contact can taint an otherwise positive experience.

So, how do you create a world class customer experience in retail? You need to embrace these key elements:

Deploy a flexible and scalable workforce. This ensures that customers have a good experience no matter when they interact with your brand. This is critical in the retail industry with its huge increase in traffic during the holidays. Top retailers raise their staffing by two to three times during this period.

Create a first-call resolution rate of 90% or higher. Imagine a customer has a technical issue with their TV. They call the retailer they bought it from. The retailer suggests calling the manufacturer directly. The manufacturer points them back to the retailer and even the cable provider.

At this point, the customer returns the product out of frustration. Your bottom line suffers and your brand takes a hit to its reputation. You can avoid all of this just during the customer’s first call.

Implement behavior-based training: An expert workforce can get you close to a 90 percent first-call resolution rate. However, managing to a metric won’t get you beyond the goal. Breaking through requires teaching each agent the skills that “wow” customers. More important is instilling an outspoken boldness in your representatives. They need to feel rewarded for reporting broken tools, processes and policies. Fix what’s broken and you’ll drive beyond 90 percent.

Ensure customers only have good things to say

Your customers talk about your brand whether you see it or not. In fact, 87 percent of them will share positive interactions—and 95 percent will share their bad ones. In short, high-touch customer service retains and attracts new customers through word of mouth.

Making the investment in high-touch customer experience is a must. It’s vital than ever in today connected, digital world where one bad contact can go global.

What Is The Difference Between Branding And Marketing?

September 26, 2017
Blog News

Branding and marketing are often used interchangeably, but they are actually two distinct concepts.

Branding refers to the overall image and perception of a company or product. It includes elements such as the company’s name, logo, slogan, and visual identity, as well as the values and personality that the company wants to communicate to its audience. The goal of branding is to differentiate a company or product from its competitors and create a strong, positive association with the target audience.

Marketing, on the other hand, is the process of promoting and selling products or services to a target audience. Marketing includes a wide range of activities, such as advertising, public relations, market research, and sales. The goal of marketing is to increase demand for a company’s products or services and drive sales.

In summary, branding is about building and maintaining a company’s image and reputation, while marketing is about promoting and selling products or services to a target audience. Both branding and marketing are important for the success of a business, but they serve different purposes and are implemented in different ways.

At Koolath Advertising, we understand the importance of both branding and marketing for businesses.

Effective branding helps businesses differentiate themselves from their competitors and establish a strong, positive association with their target audience. A strong brand can increase customer loyalty, drive customer acquisition, and increase the perceived value of a company’s products or services.

At Koolath Advertising, we have a team of branding experts who can help businesses develop a clear and cohesive brand identity that reflects their values and personality. We can assist with everything from logo design and branding guidelines to brand messaging and positioning.

In addition to branding, we also offer a range of marketing services to help businesses reach and engage their target audience. This includes advertising, public relations, market research, and sales. Our team of marketing professionals has a deep understanding of the latest trends and technologies, and we can help businesses develop and execute a marketing plan that drives results.

If you want to boost your brand and increase sales, contact Koolath Advertising today. We can help you create a strong, cohesive brand identity and develop a marketing plan that delivers results.