Think customer service only applies to your frontline employees? Think again. In this episode of Brand Story, Gravity Group's President, Steve Gilman, and Vice President, Lindsey Laughlin, take a deep dive into what makes up good (and bad) customer service and how it impacts brand experience.

This is Brand Story, a podcast celebrating the stories of real people who are making an impact on brands, business, and the world around them. Episodes feature guests from a variety of backgrounds who bring their own unique perspectives to the conversation.

Brand Story is created and produced by Gravity Group, a full-service brand and marketing agency, and is hosted by Gravity Group President, Steve Gilman.

Links and Information From the Episode Here: gravitygroup.com/podcast/podcast/brand-story-breakroom-going-the-extra-mile/

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(00:00) Brand Story Breakroom Introduction

(00:31) Topic Introduction - Customer Service

(02:20) The Image of Customer Service

(05:10) Company Culture as a Part of Customer Service

(08:28) Brand Experience and Hospitality

(12:24) Providing a Different Level of Customer Service

(15:42) Front-of-House and Back-of-House Mentality

(20:45) Positive Customer Experiences - Lindsey Laughlin

(23:09) Positive Customer Experiences - Steve Gilman

(26:08) Breakroom Outro