Brand Experience Strategy

Perception or Communication - Who Will Win?

The bell rings to start the fight! The crowd is roaring to cheer on the contender they want to win, Perception or Communication. They are evenly challenged though their strengths reside in different areas, this will be a good fight!

Perception leads the way in affecting emotions, capitalizing on the senses and influencing word of mouth. Communication leads the way in providing information, exchanging ideas, involves all parts of the body, and is a part of every form of media.

Perception has the ab…

Under Brand Experience Strategy

2 min read

How to Effectively Communicate With Your Clients Easily

Communication is key to every relationship . . . open communication that is. As technologies change so do the ways, styles, and expectations of communication. This is particularly true with clients. As a business, you can make executive decisions about how your employees are to communicate with each other, but with clients . . . well that is a different story. In many cases, they tell you what works best for them, and communicating with them in their style of preference usually makes communicati…

Under Brand Experience Strategy, Blog Articles & Customer Experience Strategy | CX Strategy

3 min read

Getting Employees Engaged: When They Really Don’t Care

Dustin Walling is a very good friend of mine who works with the construction and technology industries on the gap between management and experts within a company, or "performance management" as he calls it. Anyway, he wrote a great post about team building at a Caterpillar dealership that I want to share with you. Enjoy!

When Doug Fabick became the 4th generation owner of Fenton, MO-based Fabick CAT, a Caterpillar Tractor dealership, his father left him with one key piece of advice, “Build your …

5 min read

Remember, Your Customers Are Busy

I was reading Steve Pavlina’s series about how to network with busy people. The article itself is great. He goes over a lot of common sense things, and uses great analogies and stories to prove his point. His main point throughout the series is to help you see how a busy person perceives the way you are trying to contact them.

While I was reading this, it got me thinking that a lot of the points Steve makes, are the same points that companies tend to be ignorant of in their approach to marketing…

Under Customer Experience Strategy | CX Strategy , Blog Articles & Brand Experience Strategy

3 min read

Amazing Customer Service--You Are Not That Special

Being new to the west coast, there are all kinds of new stores and experiences to be had. Overall, I am amazed at how there IS customer service here. At first it was kind of creepy, because I was not use to it. I talk about it, I promote it, I do my best to live it, but in the end customer service is the experience you have whenever you walk into or work with a company. That being said, the eastern part of the country has nothing on the west.

My husband and I were asked what we thought about the …

Under Brand Experience Strategy

1 min read

Customer Service is Expected

MYTH: All companies provide customer service.

FACT: All Customer Service IS PR.

I can’t tell you how many times a day I hear a company advertise or an employee say their company offers great customer service. In today’s day and age, customer service is not something you advertise—it is simply something you do, it is expected.

What is your take on customer service? Should companies use it in marketing? Should it be perceived as a unique feature?

Under Brand Experience Strategy

1 min read