Successful branding means delivering an experience that feels both complete and consistent. It reflects how the owner wants the consumer to perceive the brand, and affects both consumer satisfaction and loyalty. The brand experience is a brand’s action perceived by a person. So, ask yourself this. What is caller on-hold experience like at your brand? If you’re not using custom branded music on hold, you may be very surprised at the answer. Nothing chips away at a good brand like a bad on-hold experience.
Really it boils down to four scenarios on the type of telephone brand experience you can offer waiting callers on-hold. You can give them the silent treatment with dead-air, which basically tells callers you don’t care about them. You can play a radio which potentially can advertise a competitor, leading callers to feel that if you don’t care enough about your brand, how can you possibly care about them? Canned music? This may be to your callers disliking evoking perceptions of poor quality or unprofessional.
When you consider the marketing investment spent to generate a lead, you want to make the most out of every in-coming call. The more compelling the experience, the faster you will build brand loyalty. Custom branded music on hold and messages is the only solution that provides engagement and positive reinforcement to caller’s on-hold.
In fact, the experience you build becomes your brand in your customers’ minds. Through the experience that custom branded on hold music delivers, it provides for both an emotional connection and sustainable business value. Positive “brand experiences” are what keep customers coming back for more! Proper branding can result in higher sales of not only one product, but on other products associated with that brand.
Custom branded music on hold and marketing messages powerfully create a positive attitude, exceptional customer service and the empowerment to make customers’ telephone on hold brand experience amazing. And, what does that cost? Nothing. In fact, it Pays! Creating a fantastic brand experience drive sales in three ways – consumers are more likely to do business with the company again, recommend the company to family and friends, and, are less likely to switch to a competitor.
Think about how you want your customer to feel about you? Cultivating a unique and meaningful brand experience is a large and necessary order. It’s a magic formula that companies either wildly or mildly succeed at achieving. Therefore, we advise you to roll up your sleeves, call your business and pretend to be a customer and you’ll learn first-hand what actual customers experience while on hold is at your brand.