Experience is Key to Brand Success
Several Three Deep employees attended November’s MIMA event this week at the Southern Theater in Minneapolis. Chuck Hermes, co-founder and Chief Experience Officer of Clockwork, gave a great presentation about the importance of experience, whether it is brand, customer or user related.
A few key take aways from the event:
• Experience is just as important as the product or service itself. If someone buys a great product, but has a terrible customer experience during the buying cycle, or support after the purchase, they will not be satisfied with the Brand.
• Today, successful companies are shifting their focus from product innovation to “experience innovation”. Always be thinking about ways you can improve customer, brand and user experience. Tune in and listen to what the customer is really saying, think about what you can do to improve the situation and take action. If a problem arises with your product or service, but you are able to counter it by providing good customer service and coming up with a resolution, they will remember you as a quality brand.
• Every individual within a company represents the brand. Nobody is invisible. Everyone within the company can have an impact on the end consumer’s brand experience.
• Experience within a company is also important. Teammates should be treated as customers. Ask yourself “How can I make their job easier?” and apply it to make a good working environment.
For more information on the MIMA event, click here.