Professionalism does not exclude treating your client

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Just as important as knowing your customers is knowing how to read what your customer needs at a given time and taking action appropriately.

Maybe your style with your customers is usually casual or even humorous (think, for example, Mediamarkt). But if a customer has a problem with a product they just bought, we must assume r d directors email list that this customer is tense and not in the mood for sarcasm. This customer wants a solution and to feel that they have a serious person on the other end of the phone willing to solve their problem, and in the case of complaints via social networks, the same thing happens.

It is therefore essential that we also define guidelines on how to act in all situations we may face and pass them on to our entire team. In this way, we will ensure that we maintain a consistent message at all times and that all our employees know how to behave in the event of unforeseen events.

Conclusions
We have seen that it is impossible to separate brand image and positioning , since they are two concepts that directly depend on each other. That is why it is important to understand to what extent they can benefit us and to know the main ways we have to exploit these benefits.

To summarise, we believe that all these ideas and guidelines can be summarised in two main ideas.