Stories, Service & The Authentic You with Brigitte Bojkowszky

2024-06-20

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I often say that there are two types of people in the world—those who have done frontline customer service, and those that haven’t.If you want to see the difference between the two, go out for brunch on Mother’s day. It will quickly become obvious to you which of your fellow diners have done their time in the customer service trenches.Aside from understanding in the very marrow of your bones how much harder service workers actually work than your average CEO (I’ve been both, it’s 100% true and I’ll die on that hill)—there is something you learn as a frontline worker, something that can make a huge difference to you as a business owner....

I often say that there are two types of people in the world—those who have done frontline customer service, and those that haven’t.

If you want to see the difference between the two, go out for brunch on Mother’s day. It will quickly become obvious to you which of your fellow diners have done their time in the customer service trenches.

Aside from understanding in the very marrow of your bones how much harder service workers actually work than your average CEO (I’ve been both, it’s 100% true and I’ll die on that hill)—there is something you learn as a frontline worker, something that can make a huge difference to you as a business owner.

It’s the actual, functional delivery of the company’s brand.

Servers, to use the example I am most familiar with, tend to have a better understanding of how a brand is perceived by the actual buying public than anyone in the C suite.

This, of course, can be for good or ill depending on how well customer service is managed, and how integrated their feedback is in the managerial and marketing processes of the business.

That integration is all about taking the intangible—feelings, impressions, offhand comments, and codifying it into a real part of the brand that can be used in all outward facing communications, on your website, in your emails, and on your podcast.

Today, I’m speaking with Brigitte Bojkowszky, the creator of Bridget Brands, who is a company and personal brand identity strategist with over 23 years of experience in teaching global marketing management and branding at universities worldwide.

Brigitte and I are talking about what differentiates a company brand from a personal one, when you should use each, and how they relate to each other, and the importance of storytelling in all of your branding activities—including your podcast.

Listen to the episode read the blog post here.

Tune in to the full episode to learn about:

The story of Bridget Brands
The intersection of personal and company branding
Storytelling and brand Connection
Efficiency and authenticity in AI usage
Branding in company onboarding and operations
Metrics and indicators of effective branding
Brigitte’s podcast picks for mastering brand authenticity

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Key Quotes

“You need to align your podcast closely to your company or corporate brand so it becomes one channel element or vehicle to communicate your ideas.” - Brigitte Bojkowszky

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