BRANDS SUCCEED WHEN THEY CHANGE FROM THE INSIDE OUT

If brands delivered on their promises, they could actually spend far less on advertising and promotion. Word of mouth would be exponential, especially in the age of Facebook and Twitter. It can cost several times as much to get a new ciustomer as it does to keep one. What’s more, poor customer service is heartbreaking for employees. 

Superior Propane has been quietly changing its brand from the inside out with help from a PLAY created internal campaign called “We speak customer”.  

With a clear vision from Superior’s new President, Doug Elliot, Superior took results from extensive customer surveys and took responsibility for systemic process issues that had led to less than stellar scores for customer service. 

We Speak Customer comes from an insight that you need to put yourself in the place of your customers to really get how to solve their problems. Good old-fashioned values like empathy and respect can help guide brand transformation.