In a recent discussion with fellow business leaders, someone asked: “How is the unprecedented global health crisis changing your customer’s experience with your company?” My answer is; it shouldn’t.
When navigating a challenging business cycle, companies and their brands need to remain true to the characteristics and experiences that define them in the minds of their customers and the marketplace. Businesses should resist the temptation to take actions that offer potential short-term gains but also could compromise their long-term reputations.
In fact, during trying times, leadership should focus on actions that bolster their ability to meet customer expectations. Focus on consistently delivering customer experiences that the company and brand promise. At Old Dominion Freight Line, we embrace this approach; it has allowed us to keep our promises during difficult times like a recession or health pandemic, as well as in periods of economic expansion and market growth.
In fact, during trying times, leadership should focus on actions that bolster their ability to meet customer expectations. Focus on consistently delivering customer experiences that the company and brand promise. At Old Dominion Freight Line, we embrace this approach; it has allowed us to keep our promises during difficult times like a recession or health pandemic, as well as in periods of economic expansion and market growth.
Through the course of nearly nine decades of operation, we’ve learned that a strong, consistent, and reliable brand promise is the cornerstone to enduring through downturns and thriving in upswings. We’ve also learned that it’s essential to do the following:
Challenging business conditions will test your organization. But customers will find comfort in knowing that companies and brands they relied on before a crisis continue to deliver their expected experience no matter what. In turn, trust is built. Satisfied customers may be more willing to reward reliable partners by maintaining steady business volumes or possibly increasing workflow. In order for them to trust and believe in your brand, you must first believe and deliver on your promise.
As we’ve seen at Old Dominion Freight Line, staying true to your brand’s promise serves as a beacon for helping to strengthen customer relationships, builds a strong company culture, and steers your business successfully in the long run.
Contact us by email or simply call 1-800-235-5569 to be connected to an Old Dominion customer service representative.