Brand Story Breakroom: Going the Extra Mile

Think customer service only applies to your frontline employees? Think again. In this episode of Brand Story, Gravity Group's President, Steve Gilman, and Vice President, Lindsey Laughlin, take a deep dive into what makes up good (and bad) customer service and how it impacts brand experience.

This is Brand Story, a podcast celebrating the stories of real people who are making an impact on brands, business, and the world around them. Episodes feature guests from a variety of backgrounds who bring their own unique perspectives to the conversation.

Brand Story is created and produced by Gravity Group, a full-service brand and marketing agency, and is hosted by Gravity Group President, Steve Gilman.

Links and Information From the Episode Here: gravitygroup.com/podcast/podcast/brand-story-breakroom-going-the-extra-mile/

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(00:00) Brand Story Breakroom Introduction

(00:31) Topic Introduction - Customer Service

(02:20) The Image of Customer Service

(05:10) Company Culture as a Part of Customer Service

(08:28) Brand Experience and Hospitality

(12:24) Providing a Different Level of Customer Service

(15:42) Front-of-House and Back-of-House Mentality

(20:45) Positive Customer Experiences - Lindsey Laughlin

(23:09) Positive Customer Experiences - Steve Gilman

(26:08) Breakroom Outro