how do you make sure...
... that your guests are your best marketing tool, and they can't help but talk about their experiences?
... that your brand is living and breathing throughout all touchpoints?
... that the experiences you create bring your brand to life?
... that your guests can’t help but talk about you, tell your stories and become lifelong customers?
Your brand has a personality and this personality must be consistent and shine in all areas - within your walls or service points, in the community, on social media, and most importantly . . . . in the minds of your customers.
By intentionally affecting the way your customers feel, you will grow customer chatter and build stronger relationships. This then brings your brand to life throughout all areas of your business.
Creating emotionally positive experiences for your customers and guests is the smartest business strategy you can implement right now.
Consider these three statistics:
By 2020, customer experience will overtake price and product [or services] as the key brand differentiator. (source: Walker)
There is a 92% retention rate for companies with a well-crafted customer experience approach. (source: Addendum)
Customers who had an unpleasant experience on your site are 88% less likely to return. (source: Adobe)
We could go on and on. But, you can’t just decide one day to focus on your customers and then it simply happens.
And, to really impact your customers and your business, you need to create on-brand experiences. Every single touchpoint should help strengthen your brand - connect the dots in their minds.