The Truth About Better Decision-Making (Collection), 2/e

Truth 7. Your behaviors are your brand

Brand experts will tell you that you build an enduring relationship with customers by connecting them emotionally with your product. Sure, it’s essential to provide a product that is consistently excellent and priced to appeal to your customer base. But you also have to make them feel good about what you’re selling.

As a manager, you have a brand, too. The way you treat your people categorizes you as a certain type of commodity among your most valued customers—your employees. Just like a box of soap or a cast member at Disneyland, your own features deliver hundreds, if not thousands, of touchpoints to your customers. These are moments of truth when your people experience your management brand promise and ...