Positive customer and employee experiences are at the core of any successful brand. Without delivering experiences that add something meaningful to the lives of the buyer, and provide value and emotional reward, a brand is toast. Whether they’re B2B or B2C customers, now that these consumers can talk and share their experiences online 24/7, the customer experience is more important than ever.
This blog originally ran in my restaurantbrandingroadmap.com. It's got a good universal message that can apply to any industry.
The well of original ideas is dryAs marketers, brand leaders and creative types many of us (I’ve been guilty too) are in a constant search for the next new thing, a burst of innovation, some concept or some story that’s never been heard or seen and is original.
Branding tips from the road warrior. This past year I’ve been to over 50 airports in the US. I’ve seen and experienced the good, the bad and the most disappointing. For a long time airports have merely been geographic facilities that connect people to places, events or attractions that they were headed to.
Even on the sunniest of days there are floods of feedback forms and follow-up calls bombarding customers about their recent experiences with a brand. Just yesterday, I received seven requests from companies I do business with. Some are not too disruptive because they arrive in your email. Others can feel annoying, like pesty flies, especially when they are tied to an experience that has caused you a lot of stress -- like when your Internet goes down or your computer locks up. Next thing you know is that you are behind on your work. Not five seconds after you hang up with a technology support person whose English is not the best calls you to find out how their brand performed.
“Have no fear of perfection – you’ll never reach it.” Salvador Dali Some days writing is effortless, fun and comes like breathing, easy and without much effort. Other days writing can be really hard. It’s like climbing the tallest mountain with no sight of the top and brutal weather beating up every inch of your soul.