Skip to main content

Delighting customers

The 2011 Brand Keys Customer Loyalty Engagement Index underscores the role of "authentic innovation" in delighting customers.

It also underscores several themes I hold near and dear to my thinking when designing brand strategies.

First, it's not about the product or service per se.  It's about the total experience.  Every interaction defines the brand.  The packaging.  How the phone is answered.  The quality of the customer service people (are they brand ambassadors or employees?).  The website.  Events.  You name it, the list goes on.  Why?  Because experiences turn perceptions into deeply-held beliefs.  (At BD'M, our approach to Persuasion Planning demands that we think through the types of experiences – not just messages – we want to create.  After all, brands are judged on what they do, not just on what they say.)

Second, it's about "authentic innovation."  I've written before about innovation that solves real customers needs, not just gadgets and gizmos for the sake of gadgets and gizmos.  Innovation is not the domain of the lone genius, it is a highly collaborative process that starts and ends with customer empathy.

Check out Andy Lark's post on this topic, through the lens of Net Promoter Score – the metric that leaves uninspiring brands no room to hide.

Comments

Popular posts from this blog

What makes a premium brand premium?

I was thinking the other day about the DNA of premium brands . One thing is certain -- it's a relative idea. For example, Hyatt is not a premium brand if you're used to staying at a W or a Ritz Carlton. But if your vacations to date have been holed up in a Holiday Inn, then by all means a stay in a Hyatt is a premium experience. Another thing is certain -- a brand is considered premium only when we believe it is worth the price. And that's where we can dig deeper. Why are we willing to pay more for a product when there are others that provide the same service or function at a lesser price? I have spent a good part of my marketing career developing strategies and ideas for a wide range of  premium brands, including American Express, Sony, Callaway Golf, Hilton, Jaguar, Land Rover – even the Toyota Prius.  Through these experiences I have come to believe that a premium brand is built upon specific tangible and intangible attributes that give it a sense wort

Super game. Dull ads

As a passionate Giants fan it is safe to say that I had a good time yesterday. But as an advertising professional I felt a bit underwhelmed by the caliber of the advertising . Many were entertaining. But few possessed that intangible Super Bowl-ness...big, pop-cultural, fun. Even fewer seemed to have anything relevant to say about the brand, such as the Planters "uni-brow" spot. I loved the Bridgestone "screaming animals" spot, but it would have been a much better spot for the Saab featured in the spot than the tires the car rode upon. As for Bud, good spots, but I've seen the dog and horse thing before. Tide's talking stain was funny, but did it have Super Bowl-ness? My fav? The Coke "balloon float" spot. It was classic Coke (for Coke Classic). Big. Entertaining. Unexpected twist. Utterly charming. And Charlie Brown finally won something. Coke is about smiles. And that spot was just that. The Audi spot that I wrote about last week liv

Marketing as a service.

What if we re-imagined marketing as a way to serve customers?  What if we designed it as a way to provide real-time value and utility to customers? Our SXSW panel at explored these issues and more.  Marketing as a service harnesses Big Data to provide more meaningful and helpful experiences for customers.  It is a principle born of the belief that the dynamics of customer loyalty have fundamentally changed.  Loyalty can no longer be solely defined by customers staying loyal to a brand.  Because the internet provides us with unlimited choice, the tables have turned – brands must now demonstrate their loyalty to customers by serving them.