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Feel the Love: 10 Things to do now to elevate customers' brand experience

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As Maya Angelou said, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

And that’s why managing and monitoring the experience your customers have with your brand is essential. Brand experience is all about how customers feel at every encounter they have with your brand. 

Without further ado, here are ten things that will have customers belting out some James Brown at every touchpoint of your brand.

  1. Pay attention. Engage when you interact. If Iím your customer, donít put me on hold with a recording telling me how important my call is to you. Donít talk to someone else while you take my payment in your store. Donít interrupt our conversation for the cell phone.
  2. Really mean thank you. A lot of companies give you that dismissive, perfunctory, thank you. Donít be them. Feel it when you say it. It shows.
  3. Check in. Follow up is important. If someone is not happy, you want to hear it from them, so you can take care of it.
  4. Be a helpful resource.If you hear of something that might benefit your client or their customers, pass it along.
  5. Facilitate connections. There may be synergies within your network. If you like working with a provider or client, chances are someone in your network with that need will as well.
  6. Remember. We do business with people not organizations. Acknowledge personal milestones, family members, accomplishments and so on.
  7. Appreciate. Tchotchkes are fun, but when you send a gift, make is something meaningful. It doesnít have to be expensive, but is should be something that you think the recipient will use, enjoy, get a laugh from.
  8. Applaud. Share accolades about your customers accomplishments, awards or recognition on your web site, blog or social media.
  9. Comfort. If you are bricks and mortar, offer a bottle of water or convenient place to sit. At a convention, provide a hospitality suite or restful area at your booth. If you are online, make it easy to get what they need.
  10. Support. No one likes a hit-and-run. Provide support with your service or product in person, on the web (YouTube videos, forums, chat) or through educational resources (training classes).

Spend the extra effort to make sure your customers feel the love from your brand. Theyíll love you right back.

Before You Brand: The Gut-check Guide to set up your brand for successAre you ready to build or energize your brand but don't know how to get started?

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Next Issue:

No Rulez: Keeping your focus when building your brand

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