Brand Hospitality is where you have a friendly, generous reception and support for your Audience. Your Audience is essentially anyone who would consider buying any of your products or services.
So, if you are not generously, genuinely helping them, it’s not likely that they’ll have a great experience with you. The end result? They're going to go somewhere else. Or worse, they might even warn friends and family about your poor customer service.
Systems and Team Members are also part of your customer service, or Brand Hospitality. Together, they should help solve any problems and answer any questions that your Audience (or Guests) may experience while they're engaging with your Brand. Without these systems in place, it’s hard to really meet expected requirements and fulfill your obligations as a business.
If your Brand receives a customer support e-mail and then waits the weekend to send a response, you’re setting yourself...