Are you saying my car dealership needs to start selling burgers as a brand experience?
What I’m saying is that your business already does sell burgers. The only thing that’s missing (maybe) is that extra umph that will make people think of your brand when a craving for burgers comes to mind, or that will make them think of your burger when they see your brand logo.
It’s about convincing the people that your logo, your brand experience and your products are all intertwined and always on point.
Ok, enough with the metaphors, just give em the TL;DR already
- Make sure your product has a certain quality to it.
- Don’t forget the added value factor, be unique.
- Wrap all of that with a more-than-awesome customer experience, from first contact to acquisition to support.
- Be memorable, make them want to return to you for their next time.
- Give your CX representatives (phone, face-to-face, etc…) the ability to act as humans, and not as an automated response bot. Let them make decisions by training them and explaining to them what their power is and what they can and cannot offer to a customer in need.
- Get out-of-the-box and explore what makes your company special, why should people take their business to you rather than to your competitors.
Had an awesome customer experience with a brand? Or better yet, is your brand already giving a great experience to your customers? Tell us about it in the comments!
And don’t hesitate to contact me if you need and advice about how to open that box and get out of it!