Yesterday, I saw this quote come across from Forrester Customer Experience Forum 2010 Twitter feed. Today, I saw it on Andrew Weir's blog Brand Experience Matters.
This is one of the reasons I take clients on experience walking tours and make sure that they also experience their own brand. Because there's clearly a huge disconnect between what people think about the experience they're delivering and the experience they're actually delivering.
Are you passionate about your brand? Does your brand passion come from the top or is it something that you expect to start at the bottom?
Do you know what experience your consumer is receiving?
Are people receiving the same experience across every touch point?
Do your employees know your experience expectations?
Are your processes set-up for your benefit of your customers? Or are they set-up as obstacles to your customers?
These aren't just nice to know questions any more, they're critical if you want to be a successful business. Consumers have too many choices to tolerate mediocre experiences, not for long anyway.
Everyone's all excited about what social media & word-of-mouth can deliver to brands, but remember, it starts with the experience first. If you're not delivering a compelling, authentic and relevant experience, you can't make anything else happen.
Give me a shout to set-up an experience audit and find out if you're delivering the experience you think you are. Click here to learn more about how I can help you deliver the best experience to your consumer.
Remember what I say about great stories:
Brand Experience Matters: CEOs take note.
Great Question -- Why Don't Brands Create Better Experiences? - Polinchock's Ponderings.
Is This the Ad Future? Customer Service Wins Titanium in Cannes - Polinchock's Ponderings.
Another Reason to Think Oneline™ - Polinchock's Ponderings.