Connection As the Product: Building Brand Value Through In-Person Experiences
Most business owners and leaders still underestimate the value of an impression and the difference between one made during an experience and one made by an ad. These impressions aren’t slightly different; they’re categorically different.
Why is this so critical? Because one well-executed in-person experience can do more for brand loyalty than months of digital spend. Not because it reaches more people, but because it reaches people differently and at the level where identity, belonging, and trust actually live, then word of mouth brings it home.
Press “1” To Speak To Someone, Anyone In Customer Service
With all the advancements in convenience based technology, we’ve lost touch both literally and figuratively with humans. From live chats to support@ emails to 800 numbers with recordings, why is it so hard to just get a person on the other end of the phone? Not all problems fit into a dropdown or can be easily explained over email. To take it a step further, add in a layer of new software anxiety and you have a full blown customer service crisis on your hands; at least that’s how it can feel from your customers perspective. Why would a brand ever want to put a customer in that position? Feeling frustrated, helpless, confused, and questioning why they chose you? The answer is, they shouldn’t. Customer service should always remain human, easily accessible and progress towards a “quick to fix” solution for your customer.