Brand Experience Matters: My top ten posts from the last decade

Saturday 1 January 2011

My top ten posts from the last decade

As we enter into a new decade I've decided to post what I think are the top ten posts from Brand Experience Matters in the last decade.

“Never, in the history of the consumer, have so many known so little about so much” [link]
Actions (of a brand) speak louder than words [link]
CEOs take note (80% of CEOs believes their business offers a superior customer experience – 8% of their customers agree!) [link]
Is it possible for high street stores to win against on-line stores? [link]
Brand organisations must resist pressures from the demands of short-sighted share holders [link]
Winning brands understand the power of emotion [link]
Advocacy must be the focus for the whole brand organisation, not just marketing [link]
Customer experience is the new brand [link]
Importance of culture [link]
Deliver customer service brand experiences that build sales [link]

Enjoy

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Brand Experience

To win with the consumer brand organisations need to rethink how they do business.

It is not just about important stuff like designing great advertising, having an elegant in-store presence, a helpful customer service or clever social marketing strategy. It’s about building an organisation that is capable of delivering winning brand experiences at every stage of the consumer journey. ....that I call the Path to Advocacy

To do this they need to break down silos between marketing, sales, product design, customer service, ecommerce, etc, and get them to focus on delivering joined-up and magical brand experiences that delight the consumer; to move them from buyers, to loyals, and ultimately advocates.

The aim of this blog is to comment on [based on what I see, hear or read] how well or not brands are delivering brand experiences from the perspective of the consumer and/or the brand operation - using the Brand PDD™ framework.