fleeting encounter which is remembered for ever. Anonymous
is the immediate impression that an organization gives and is often critically important!
It consists of two components:
of buildings, vehicles, products, literature, websites, uniforms, etc.
of the employees (part of
their skills and culture).
This is the way an organization presents itself to the outside world -
designs and colours
for advertising and media
Appearance of products/packaging
and dress code of staff
of the general neighbourhood
or television advertisements are often instantly recognizable through the use of
a corporate layout, typefaces, colours, background music, etc. This philosophy
has now extended to emails and websites.
staff may be eager, courteous, rude, or off-hand. They may be ready to help
customers or regard them as a nuisance. Frequently people have
no contact with the organization beyond a representative who calls on them in
their home or place of work. This person may be polite, appropriately dressed, and helpful; or rude, scruffy and incompetent.
the right impression
and courteous telephone manner
approach to buildings
people smoking at the
designed, easy-to-use website
tidy, well maintained buildings
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