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Brand Reflections: Navigating the Consumer Experience Minefield
Manage episode 371210596 series 3482426
BZ Consultants Group에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 BZ Consultants Group 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this episode of "Facts Not Feelings," we dive deep into the world of consumer experiences and the impact they have on a brand. Host Brooke C Furniss shares her frustrating journey of trying to contact a company that provided poor customer support. She then discusses the importance of every step in the consumer's journey reflecting back on the brand, whether positive or negative. The episode explores examples from various industries and highlights the significance of customer satisfaction and loyalty. Join Brooke as she navigates the consumer experience minefield and uncover valuable insights that every business should consider.
Key Takeaways:
- The entire consumer journey reflects back on the brand, whether positive or negative.
- Social media influencers can have a significant impact on a brand's perception.
- Prioritizing customer satisfaction and delivering a positive experience leads to customer retention and ROI.
Connect:
BZ Consultants Group: https://qrco.de/bcqqFo
Chapters:
01:48 Scaling brands understand the impact of every consumer interaction.
03:58 Companies' different attitudes towards consumer experiences and a frustrating purchase experience with Stanley products.
07:38 Email box full, chat and call fail. No response from company after 3 weeks. Reached out to American Express for help. Bought another tumbler due to address change fee. Stanley customer experience lacking.
13:11 The importance of the entire brand journey.
20:00 Brands don't care about technical glitches.
22:33 Brand value lies in people, customers.
26:43 Tom's quote on the difference between the business you think you're running and the one you're actually running. Andrea emphasizes the importance of culture and trust. Peter discusses the value of relationships over transactional sales. Katie Mares advocated for a shift away from transaction-focused service. Tito's vodka's successful branding campaign that supports charity.
30:03 Brand perception, customer journey, positive experience, retention.
32:20 Blown away by Apple's exceptional customer service.
35:45 "Goodbye week, spread kindness."
153 에피소드
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