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

These are the four steps:
  1. 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.
  2. Choose authentic rather than WOW experiences. [Think]
  3. Measure your brand experience from the customers’ perspective , not from an operational efficiency perspective.
  4. 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.”

Great stuff.

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