How was your brand experience?

As we start to return from the summer holidays, many brands have either enhanced their reputation or damaged it. Iconic levels of customer service have been enjoyed by some, and others have suffered from brand representatives delivering the ‘I’m too hot and bothered to register you as an individual’ experience.

Whether or not employees are connected and aligned to the purpose of an organisation is highly likely to result in one of the two experiences playing out. And with 98% of customers reading reviews before they shop, it’s becoming more important than ever to understand the drivers that are affecting employee performance.

When employees feel loyal to an organisation and have belief in the products and services on offer – then customers will benefit from a positive experience.

What’s important, is to measure the drivers consistently. With actionable insight, you can then put into place measures to strengthen your reputation as an employer. Choose to ignore them, then the impact could be more costly than you think with UK consumers set to spend £64.20bn on travel and holidays in 2024.

How are you measuring your employer reputation?