Brands need to focus on the interactions that collectively deliver a great brand experience to prospects and customers. Positive and negative brand experiences can affect the reputation and expectation of a brand and impact on a brands overall integrity.
This workshop will explore the customer experiences that occur throughout the customers buying journey and throughout the customers ongoing future interactions with your brand via employees, service processes, brand ambassadors other third parties and suppliers. The customer experience occurs through the senses – sight, sound, touch, smell and taste. Methods for auditing and mapping the branded customer experience will be introduced.