It Begins and Ends with Customer Expectations.
Your company's potential to build true brand equity, retain customers, and maximize profitability is dependent on your alignment with the emotional and rational expectations of your customer. That alignment is achieved when your organizational values, brand promise, and customer experience align to fulfil those expectations. Here's why:
- Consumers have unprecedented leverage in the marketplace. They transact how, when, and with whom they want, all the while influencing each other's brand perceptions 24/7.
- Neuroscience has taught us that brand awareness and intent to purchase is disproportionately a right brain, emotional behaviour. That’s why Conga employs the latest techniques to help our clients companies understand and fulfill their customers' emotional, as well as rational, needs.
- Brand Equity is the absolute value of all interactions – both those occurring face-to-face and those that occur on-line and through Social Media. That’s' why Conga employs a 360-degree approach, aligning leadership, employees and your marketing communications around the expectations of your customer.
Our goal is to help companies maximize the value of every interaction. It requires customer-facing associates to know and act in alignment with your brand promise. And it must flow naturally and instinctively from the organizational values and culture embedded in your company.