Confessions of a Brand Evangelist has a post about an excellent dining experience they had, based on the excellent service the received from one young waiter.
I’m surprised they didn’t mention the young lady’s name. Usually when I have that kind of service I remember the waiter’s name.
That made me think about the fact that every time I’ve ever dealt with a customer they have always asked me how their account rep or contact is doing. They ask how Jennifer is, or what Dan is up to. These customers have had good, or even excellent service from these people and have developed a personal relationship with them.
To these customers, those people are the brand. They are living examples of what the customer perceives the company to be.
Of course, when these people leave the company, the customer no longer gets the service level they are used to, and their perception often takes a turn for the worse.