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December 23, 2005
Experience Matters
Your brand is an experience, ideally resulting from a successfully planned and delivered combination of messages and interactions across multiple Touchpoints.
To keep these experiences (and brand perceptions) positive and appropriate, companies must consistently touch customers and prospects in ways that build satisfaction, trust and loyalty, at each stage of their Customer Relationship Lifecycle. This systematic process creates expectations that must be regularly met, resulting in customer confidence and an emotional connection--the foundation for all successful brands.
The downside, of course, is when good Touchpoints go bad. How many customers can you lose due to dissatisfaction to a call center employee with an attitude, or an accent they cannot understand? You get it. It’s pretty simple, really. Managing the brand experience across all Touchpoints matters.
Posted by MCorp. at 23.12.2005 20:26 | Permalink
Comments
Yessssssssssss!
Posted by: olivier blanchard at December 29, 2005 2:13 PM