The Customer Experience – Creating a Sustainable Brand Program

Episode 6- JuvoHub Podcast

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Show Highlights

Notes from the host:

Do you truly know the difference between customer service and customer experience? Mark Howell from Howl Creative Concepts, took me on a journey that truly demonstrated his passion for the topic and what it takes for a property management company to be successful when rolling out a program of this magnitude. ~~Jonathan Saar

Thank you for listening to the show!

The difference between CS ( Customer Service) and CE (Customer Experience)

• Ask yourself what makes you truly authentic when delivering the customer experience.
• Customer experience means moving past the policy manual.

There’s a difference between, what’s it called, will and a skill. I can teach you the skill, but I can’t teach you to have the will.

Mark Howell

Your “Brand” is the foundation for success. Determining associated emotions behind the brand.

Some questions we discussed…

• How do discussing global brands help us connect with what our “brand” is?
• Why do certain global brands excite us?

Team Engagement – Steps To Living Your Brand

More questions we discussed…

• How are you helping PM to develop that framework?
• What does the opt-in process look like?
• Does a mentoring component come into play?
• How does a training department follow through on a program like this?

What one actionable tip could you share that has served you well as an educator?

Be adaptable to the learning needs of our team

Mark Howell

If you enjoyed this episode be sure to check out:

• Embracing Modern Training: The Case for Learning Management Systems 
• 10 Ways to Avoid Conflict by Building Positive Energy
• Swipe Right on Your New Home
• Just Say Know to Bad Spelling and Grammar
• A Recipe for a Successful Apartment Lease