Creating a brand experience that builds trust

Dale McIntyre

Dale McIntyre Dale McIntyre

Vice President | Marketing, Sustainability

BEFORE JOINING PHAROS, Dale brought his energy and creative vision to Kodak (while dreaming of being a professional baseball player). Author of over 160 US Patents, Dale has a knack for translating technology into the language of business, and vice versa. He has helped lead Pharos in exciting new directions, from bringing fresh clarity to the Pharos brand to being the driving force behind the company’s recent recognition as a certified B Corp.

An avid explorer, Dale has hiked all 46 High Peaks in the Adirondack Mountains and savors the solitude of wilderness settings while camping, hiking and canoeing with his wife, three boys and friends. His passion for sustainability is driven by a strong sense of stewardship and is evident in his approach to his varied personal pursuits.

“Pharos values my passion for learning and creativity, for applying the skills I have acquired to a new set of challenges. I enjoy the process of growing the business and the flexibility afforded to me to get it done.”

Price is no longer top dog in B2B purchasing decisions — by 2020, customer experience will outrank price as a determining factor when consumers choose a brand.

The upshot of this claim is that trust, not price, is now the most important indicator of the strength of your relationship with your customers. When your customers think of you as a partner invested in their success (rather than just another technology provider), you’ve set your company ahead of the pack.

Annual retention rates and quality awards are good indicators of success with solutions and customer service, but these are only part of the quality picture. The trust you build is the key, and it can’t be measured in percentages of retained customers alone.

Trust is the outcome of a successful relationship where implicit or explicit expectations are consistently met or exceeded. Businesses that focus on building reputations of transparency, stability and consistency will reap the benefits for years to come.

Trust drives success

It’s vital for business leaders to put a plan in place to ensure a top-notch customer experience, which will lay a strong foundation for growth. Here are four ways to create a brand experience worthy of trust:

Read the full article on Business2Community >>

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