The ultimate outcome companies want is for their customers to be emotionally bonded to their brand, to be in a vested relationship with the brand. In this week’s episode of Branding Business, RiechesBaird CEO Ryan Rieches talks with Dr. Joesph Michelli, President & Founder of The Michelli Experience, about how brands go about creating the total customer experience. Whether B2C or B2B, branded customer experiences create true differentiators in the marketplace. When brands not only try to meet the operational needs of their customers, but prove to care about their happiness and success, this is when brands stand apart from others.
In this week’s radio show Michelli expands upon:
- How Starbucks creates that “living room of the community” experience and executes upon that experience with consistency.
- How the principles of customer experience are similar for B2B and B2C, but how execution differs.
- How employees are vital to delivering upon the brand promise and creating the total customer experience.
- How leadership can involve and guide their employees in living out a brand’s purpose statement.