Gaelle Munayi (Matumbu)

As an expert brand for executives and health care practitioners, I understand the importance of niching . By picking a niche you position yourself as an expert in field, and have the ease and ability to talk to the right potential clients about needs that are specific to them. Niching can turn out to be your greatest success factor allowing you to stay abreast with all the latest developments with your niche and consistently remain ahead of the market curve.

Negative customer reviews are some of the best ways to improve your services. 1. Aknowledge both publicly and individually having received the feedback 2. Proceed to internal investigations to ensure the claims are verified. 3. Give positive feedback to the customer by implementing long lasting changes to ensure no other customer is left in that situation 4. Keep improving the services and use any other feedback as a learning curve.

Your brand , be it personal or business is one that can only be determined by you. You define what it stands for , who it serves and how it differentiates itself from the rest. Agencies are extremely important as they help bring your brand to life, however in he process of doing so, it is important that you reinforce clear boundaries and ensure that your brand's vision is respected. Set out cleat expectations and guidelines from the beginning to ensure there is proper understanding of the vision. And if deviated from , in a respectful manner, bring back the agency to the vision to ensure you maintain the integrity if of the brand.

As an executive brand manager and digital transformation expert, I understand the power of digital tools in crafting, maintaining and growing a strong brand . One of the best way to leverage these tools is to present yourself as a thought leader by consistently sharing your knowledge and expertise with your audience. Your knowledge and expertise can be shared like I do through social media channels, e-mails, blog posts , articles, webinars or even in person live events. Leveraging all those will assist you in crafting a clear brand and sending out a clear message that will make you stand out in a crowded world.

Defining the brand voice is an essential part of maintaining consistency. Your team be it remote pr all in the same location, can not stick to a brand voice that was never defined. Before assessing any of their actions or allowing them to speak at the brand, via e-mail, social media post or any channels available to them, it is important that you set the guidelines. these could go to details such us: 1. Telephone etiquette, what and how do you say it when you take a call? 2. E-mail etiquette. How do you respond to e-mail, what does the greeting line have and what does the signature have? 3. Crisis and complaints management. What is your first response to a customer when they raise a complaints? All these and more should be clearly defined.

Crisis with social media channels are bound to happen, especially because of the fact that in the digital age, information literally travels at the speed of light and 5min might be all you have to prevent a full blown existential crisis. You can easily move from trending for all the right reasons to trending for all the wrong reason. Here are a few tips on the type a few things you can observe ads a crisis prevention plan: 1. Have your team trained on what crisis may occur and how to manage them 2. Create swift communication channel 3. Empower the team to take action when a crisis arise 4. Ensure there is an easy and quick decision making process, especially where multiple layers of approval may be required 5. Have high ethics & values