How do you define a customer experience that differentiates your brand?

How do you define a customer experience that differentiates your brand?

From the very first contact with your organisation, through to the last, every single touch-point forms an impression on your customer that either adds value to your brand, or destroys it.

For over 15 years, with a single focus on customer experience, Smith+Co have researched and worked with some of the world's leading brands to define what it takes to differentiate your customer experience:

  • STAND UP - for something that your customers value in order to create that common sense of purpose. The differentiation, however, comes in HOW you deliver the purpose - how you translate the purpose into a consistently delivered experience. 

  • STAND OUT. Create hallmark moments in the experience that customers remember and talk about, don't try to be good at everything - this is a route that will stretch your resources too thin and you will only end up being mediocre.

  • STAND FIRM. Celebrate your purpose through your people to create a distinctive cult like culture that is empowered to bring the experience alive.

You can read about brands like Premier Inn that are differentiating their customer experience in Smith+Co's new book, which is available to pre order now.

On Purpose: How to Deliver Meaningful Customer Experiences Across Multiple Channels.

Find out more here

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Job description: Digital marketing executive
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1 Job description: Digital marketing executive

Digital marketing executives oversee the online marketing strategy for their organisation. They plan and execute digital (including email) marketing campaigns and design, maintain and supply content for the organisation's website(s).

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