What does your company stand for? What do your customers expect from you? How do your customers feel when it’s time to interact with you? These are the questions that help define your brand. As a business owner, you are the one who sets the tone for your organization, regardless of size. So delivering a grade-A customer experience every time is vital.

Your brand is defined by how your customer perceives your business, so it’s best that business owners set and deliver on the expectations of what the client should experience. Poor planning and execution could leave customers with a bad taste in their mouths when it comes to the company.

Dr. Melva B. Robertson shares that business owners need to think about the customer journey from start to finish and be deliberate with how they interact with them. “The way your company is projected, the way you deliver your company and present your company to the public — that determines a lot about whether or not someone’s going to even reach out to you.”

In the latest episode of the “Winning on Main Street” podcast, we sit down with Dr. Robertson, author and founder of the Own Your Own Movement, as she explains the impact of customer experience on your company brand.

A Sneak Peek

Everything that happens during the business’s interaction [with the customer] needs to be intentional.

More of what you can expect to hear:

  • Strategic ways to collect feedback to improve your customer experience
  • How leveraging technology fills the gap
  • The undisputed need to have a strategic plan in place

About “Winning on Main Street”

“Winning on Main Street” isn’t your everyday business podcast. Learn how to run a small business in today’s evolving landscape.

In each episode, Gordon Henry brings together small business owners and industry experts to discuss the challenges of starting a business, keeping it running and how to get ahead.

About Gordon Henry

Thryv’s Chief Strategy Officer Gordon Henry hosts “Winning on Main Street.” Gordon is passionate about helping small businesses grow, modernize and thrive in today’s environment. Gordon has more than 25 years of experience in client acquisition strategies and marketing. He’s also a leader in enhancing company images through public relations, brand management and advertising.