Episode 76
Brand Story Podcast

Brand Story Breakroom: Going the Extra Mile

Gravity Group’s President, Steve Gilman, and Vice President, Lindsey Laughlin, share stories from the world of brand and marketing, bringing you insights on successful and unsuccessful campaigns, brands, and marketing tactics. In this episode, they discuss the different touchpoints of your business that make up brand experience, and how customer service and hospitality apply to more than just your frontline employees.

Key Takeaways

When people hear customer service, they feel like that's just the part of their organization that answers the phones. And it's really not. It goes through the entire organization and impacts every touchpoint that your customers have with your brand.

If you don't have good internal service within your organization, your team members are not going to be able to take care of your customers to the degree that they should.

Any good marketing is human. You can't have marketing that goes out and says you’re great if your customer service stinks.

About The Host

Steve Gilman

As the President of Gravity Group, Steve is passionate about helping brands reach their goals through honest, creative marketing and powerful brand stories.