The Power of Uniforms in Creating a Seamless Customer Experience
Creating and delivering a seamless customer experience is an on-going goal for brands and organizations. It is also a key factor for business success in today’s competitive markets. A consistent experience across all touchpoints is what sets apart the thriving brands from the rest.
| Brand ambassadors
Your employees are the human face of your brand, they are brand ambassadors. They represent your brand to your customers, and their appearance and behaviour can make or break the customer experience.
| Uniforms are an element of the customer experience
Customers do not differentiate aspects of their experience with a brand, they see a series of interactions from the outside, so a consistent approach to every touchpoint is critical. Yet some companies ignore employee uniforms when allocating their marketing and advertising spend.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
| Emotions matter
Human beings are emotional creatures as well as rational ones. We want good value and efficiency, but we also want to like and trust the companies we patronise.
How do you want your customers to feel when they interact with your team members?
| Innovation and creativity
Innovation and creativity are key to creating a memorable customer experience. A creative approach to uniform can help your brand stand out from the crowd and build connections with your target customer. Whether you want a fashion look that reflects the latest trends, or something restrained and elegant that conveys professionalism, or something bright and bold that shows confidence, or something fun and quirky that expresses personality, Tailored by Stafford can help you achieve it. We have the design and branding expertise to create innovative uniforms that will speak the language of your brand and connect with your customer.
| Trust and Authority
Trust and authority are crucial in customer experience. We make snap judgments about people based on their appearance, a phenomenon that psychologists call thin slicing. A uniform can help you create a positive impression in that split-second window. For example, imagine boarding a plane and seeing the pilot wearing a classic pilot’s uniform, looking expert and precise with a suit, epaulettes and insignia. Then imagine seeing a pilot who looks casual and laid-back. Which one would you trust more?
| Uniforms can reinforce employee training
Uniforms can also strengthen employee training and performance. Customers interact with brands across multiple channels and touchpoints, but the most important one is the real-life interaction with your associates for service, sales, or support. Your associates and their image are the critical part of the puzzle to your expediential growth. Great companies build the customer experience into its employee training programs and uniforms can help to reinforce the training. A uniform can act as a cue that triggers a mental shift from personal to professional mode. When employees put on their uniforms, they may feel more focused, motivated, and responsible for their work.
| Case Study: Tobin Brothers
Background: Tobin Brothers are one of the largest and most respected funeral care providers in Australia.
The requirement: Tobin Brothers wanted their uniform to express the brand philosophy of “Celebrating Lives”. The employees perform a sensitive role and the uniform needed to be dignified. Functionally the uniform needed to consider indoor and outdoor climatic conditions, and to fit all employees who are a variety of shapes and sizes.
The solution: Tailored by Stafford collaborated with the Tobin Brothers designer, Laura Flowerday, to create the uniform. Bringing together Tailored by Stafford expertise in dressing teams and Laura’s knowledge of the Tobin Brothers brand was the perfect partnership.
The result: The suit has a subtle pattern which is dignified and professional, and the accessories provide a splash of colour and warmth. The final range contributes to the customer experience by creating a consistent and professional image for the team.
| Contact us
At Tailored by Stafford, we are on a mission – To create better-dressed and more comfortable teams. We are happy to provide advice with no obligation.
Penny Parkinson, Corporate Lead
P +61 499 801 177
E pparkinson@tailoredbystafford.com.au
