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Bryan Robb

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How learning clarifies and amplifies a company's culture.

Posted by Bryan Robb on Jun 9, 2015 10:17:00 AM

Many executives often believe that an organization’s trademark and logotype not only represents their brand, but is the brand.  

However, while a brand may be powerfully represented by its graphic identity, an organization’s brand is far more than a logo.  A brand is a promise to the consumer, a promise to fulfill a need by providing either a good or service.

 But because many different brands offer the same products and services, it is a the unique mix of an organization’s tangible and intangible values that a customer will consider when selecting a product or service.

These values make up the cornerstone of a company’s brand and set an organization apart. Think for a moment: though many retailers sell food or coffee or clothing, you probably have a place that you visit most often. Maybe it’s because the coffee house uses a secret recipe, or maybe it’s because the clothing is inexpensive but trendy, or because the food is locally sourced, but we all let a company’s values guide our purchasing habits.

For this reason, it is important to recognize your company’s own values and communicate them to your associates, your stakeholders, and your customers every opportunity that you get. Doing so will not only clarify and amplify the culture that your customers experience, but will carve out a deeper niche for your company within the market. By aligning your values with your customer, you will get their buy-in.

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Topics: Learning Management System (LMS), eLearning, Company Culture

​Why learning is at the heart of a lively (and successful) retail brand experience.

Posted by Bryan Robb on Mar 30, 2015 11:46:00 AM

Is your retail service experience delivering on your brand promise?

Great retail brands are rare. For every remarkable experience, there are dozens of forgettable or (even worse) regrettable ones. Creating memorable retail service requires every operational touchpoint within a company be aligned to deliver the desired customer experience and brand promise.

Think of the many points of interaction associated with retail service. Signage, lighting, music, merchandise, flow, and interactivity are a few of the many elements that when carefully designed and controlled can create a phenomenal customer experience. However, there is one element that is often less predictable—your staff.

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Topics: Learning Management System (LMS)