•What are they?

•Why do they matter?

•What do have to do with ME?

Every “beat of the HEART” communicates a message

WE (the employees) are the “heart beats” of

Wayne CAP! WE are responsible for building Wayne CAP’s

Brand By “Delivering our

Promise” Through

Customer Touch PointsONE BEAT at a TIME!

One BEAT at a time

How do we do that?

Through Consistency, Excellence &

DeterminationinEVERY Wayne CAP Program

in EVERY Wayne CAP Location by EVERY Wayne CAP Employee!

BUILDINGWayne CAP’s

Brand Equity

TRUST

Through Wayne CAP’s Customer Touch Points

Making Wayne CAP’s

PROMISE

Delivering onWayne CAP’s PROMISE

What Is A Touch Point?

Any Contact Point

Between A CustomerAnd A Brand

Everything Communicates

Whether we like it or not,

OR whether customers

Realize it or not…

EVERYTHING we do conveys a message

Think Beyond…

Programs

Of the Experience

Services

Beyond Beyond

To the

a Customer Has With All of Wayne CAP’s Touch Points

HEART

Everyday we need to exercise our Brand Essence through

Customer Touch points

Examples of Wayne CAP’s More Visible Touch Points

Examples of Wayne CAP’s More Experience oriented Touch Points

Examples of Wayne CAP’s More Employee oriented Touch Points

Every day we touch others through conversation

What we say and how we

say it reflects on the agency

EXAMPLE: Answer the phone in a friendly and positive manner

Good option:

“Wayne CAP Main office, How may I help you?”

Rather than…P Poor customer service:

“Hello-WHAT?? I’m busy right now-

HOLD PLEASE!!!”

Example: Try to answer customer questions or connect them with the proper source

Good Option:You want help with insulation? You should speak

with our Weatherization Department. Their number is:315-812-0033

Rather than:

You want to know WHAT???? How the heck would I know?

How we perform impacts people’s perception of what Wayne CAP is..

The RESULTS are in OUR hands!

Putting It All Together

Through all of Wayne CAP’s touch points,

the “product” and the consumer’s experience must deliver on our

brand promise!

This ensures that the desired emotional connection is made with

our customers AND the general public.

REFLECTIONS…

We want people to remember their experience at Wayne CAP in a positive way!

Remember- everything you do for the agency reflects OUR image-

Wayne CAP’s Brand Promise

LIVE THE WAYNE CAP BRAND!

EVERYDAY in EVERYTHING you do! Your actions are the

VOICE of our

AGENCY!

Whose job is this??

It’s OUR job!