No matter how many times you explain the brand and message, it becomes lost in translation.

Instead of managing the customer interactions, it is now the staff who are in charge of delivering the brand and message.Īs you add headcount, a headache erupts. You are no longer on every call or attending every meeting. You hire a salesforce, support people, and bring on sales partners. The number of customer interactions increases from 10 to 100 per day – a ten-fold increase. They don’t just call or email like before – now they contact you via online chat, SMS, and a few other channels. If two customers contact you five times daily, that’s 10 customer interactions you manage each day or one interaction per hour.Īs the business expands, so does the number of customers. In the beginning, you have few customers to manage.

You keep it inside your head and change the brand and message on the fly, depending on the audience who comes in contact with you. When you, the founder, are the sole employee, controlling the brand and message is easy. A company’s first employee is its founder.

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