2. What are they? Why do they matter? What do have to do with ME?

3. Every “beat of the HEART” communicates a message WE (the employees) are the “heart beats” of Wayne CAP! WE are responsible for building Wayne CAP’s Brand By “Delivering our Promise” Through Customer Touch Points ONE BEAT at a TIME! One BEAT at a time

5. How do we do that? Through Consistency, Excellence & Determination in EVERY Wayne CAP Program in EVERY Wayne CAP Location by EVERY Wayne CAP Employee!

6. BUILDING Wayne CAP’s Brand Equity TRUST Through Wayne CAP’s Customer Touch Points Making Wayne CAP’s PROMISE Delivering on Wayne CAP’s PROMISE

7. What Is A Touch Point? Any Contact Point Between A Customer And A Brand

8. Everything Communicates Whether we like it or not, OR whether customers Realize it or not… EVERYTHING we do conveys a message

9. Think Beyond… Programs Of the Experience Services Beyond To the a Customer Has With All of Wayne CAP’s Touch Points HEART

10. Everyday we need to exercise our Brand Essence through Customer Touch points

11. Examples of Wayne CAP’s More Visible Touch Points Social Media Wayne CAP’s Web site Facebook. Twitter, email Office locations Buildings Trucks and vans Promotional materials Flyers, brochures, correspondence Applications, contracts Advertising

12. Examples of Wayne CAP’s More Experience oriented Touch Points Personal Interviews, intakes Telephone calls, Group Meetings, presentations Conferences Third party Audiences, observers People who “hear the story”

13. Examples of Wayne CAP’s More Employee oriented Touch Points Visual/Auditory Body Language How we look-Neat, tidy, professional How we sound-Concerned, Understanding, Helpful How we react-Facial expressions, tone of voice Actions Informed, Dedicated, Compassionate, Collaborative Accessible, Effective Public perception Audiences, observers, funders People who “hear the story”, potential donors

14. Every day we touch others through conversation voicemail Text messages Person to person Formal letters emails What we say and how we say it reflects on the agency

15. EXAMPLE: Answer the phone in a friendly and positive manner Good option: “ Wayne CAP Main office, How may I help you?” Rather than… P Poor customer service: “Hello-WHAT?? I’m busy right now- HOLD PLEASE!!!”

16. Example: Try to answer customer questions or connect them with the proper source Good Option: You want help with insulation? You should speak with our Weatherization Department. Their number is:315-812-0033 Rather than: You want to know WHAT???? How the heck would I know?

17. How we perform impacts people’s perception of what Wayne CAP is.. The RESULTS are in OUR hands!

18. Putting It All Together Through all of Wayne CAP’s touch points, the “product” and the consumer’s experience must deliver on our brand promise! This ensures that the desired emotional connection is made with our customers AND the general public.

19. REFLECTIONS… We want people to remember their experience at Wayne CAP in a positive way! Remember- everything you do for the agency reflects OUR image-

20. Wayne CAP’s Brand Promise

21. LIVE THE WAYNE CAP BRAND! EVERYDAY in EVERYTHING you do! Your actions are the VOICE of our AGENCY!

22. Whose job is this?? It’s OUR job!