When did you last say, “I love this brand,” and didn’t have an outstanding customer experience?
I believe in three things:
- Brand experiences are reflections of the brand’s values.
- Brands connect with consumers because they share values.
- The experiences are built by humans who make daily decisions that either support or do not support brand values.
And that is how brands win and lose. People matter. They matter!
A brand is made up of humans who make executional decisions every day. As a result, employee morale really matters because it reflects the relationship you create with your customers.
Employees are the heart of the brand and show up in the brand experience every day.
A brand is built on the many touchpoints a customer experiences over time:
- Is the experience consistent?
- Is the brand message relevant for me?
- Does the brand engage me with value-added messaging?
- Does the brand understand me?
- Is this brand easy to understand?
All five are questions consumers ask when determining customer satisfaction. If the humans behind the brands share values, it will show up in the customer experience and reflect in ratings, reviews, user-generated content, and testimonials that will create trust and loyalty.
Great brands start from within. And evolve with customers to stay relevant.
Drop a ❤️ if you agree.
