Have you ever wondered how Coke became so synonymous with cola, Hoover with vacuuming, or Google with searching the internet?
“Emotional connectivity,” says former Saatchi & Saatchi Worldwide CEO Kevin Roberts. “You want loyalty beyond reason and loyalty beyond recession.”
Emotional connectivity that becomes brand loyalty is what a true customer brand experience is all about. For every business seeking to thrive and create a lasting impact, emotional connectivity needs to be a mission-critical constant in their branding equation. Nowadays, customers no longer spend their money as a result of what they see and hear about brands; rather, they value brand and customer experience. Advertisers and brand managers are shifting their focus from creating simple brand messages towards building a lasting brand-customer relationship. Customers now equate brands with experiences, and they are willing to pay premium prices for excellent customer service and an outstanding retail experience. A single negative experience or unresolved issue is enough to make a client give up on a brand. Worse: a negative experience can easily become a negative review, and this can spread quicker than a wink online, thanks to social media and online review sites.
It’s vital for companies to connect with their customers on a deeper and more satisfying level – through positive customer experience. Here are five ways brands can create worthwhile and memorable customer experiences:
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