Reading Time: 5 minutes One of the great ironies, and frustrations, for many brands is that reputation must be built over years, but can be lost in a tiny fraction of that time – seconds. All because of an action or a word, a misunderstanding or an expectation that may or may not even have been reasonable in the […]
Tag: brand experience
Should there always be brand experiences?
Reading Time: 4 minutes It seems everywhere I look in the marketing press these days, someone is advocating the need for brands to deliver experiences. But not everyone can or should deliver a formatted experience, and, equally, some brands would quickly wither if they didn’t.
Rethinking the frontline services of brands
Reading Time: 3 minutes Brands are quick to identify customer experience as an area of critical success for them. Yet too often those responsible for frontline service delivery lack the authority or the experience to fully act in the interests of those customers.