- Provide service channel options relevent to your consumers’ profile. Eg Baby Bloomers like the human touch but Generation Y are used to interactive channels and expect instant gratification.
- Choose authentic rather than WOW experiences. [Think Zappos.com.]
- Measure your brand experience from the customers’ perspective , not from an operational efficiency perspective.
- Engage your customer facing employees as happy, proud and empowered employees make happy customers. Apparently Nordstrom have a great approach - “Hire the smile; train the skill.”
Friday, 9 July 2010
4 tips on how to deliver consistent winning brand experiences
I came across some really good advice on how to deliver consistent brand experiences – check-out full article swbratcher.com.
These are the four steps: