Engineer your customer experiences by starting with your brand
vision / goal and work inside out and then outside in.
Ask yourself – what’s my business objective? Then ask what the consumer outcome is or
required experience – and then build your whole strategy and plan around the consumer
touch points that lead to the experiential outcome required.
Your brand experience has consumer touch points – all brands do. Make sure you walk a
day in the life of your direct customer. Understand their life, their needs – make sure you
‘get them’ or pay some who is interested if you aren’t. Then make sure that everything
that you do in your business touches their life at every transactional stage of your brand
experience. Live eat sleep your brand. If you can’t do that… hire a team that will.
Article by: Robyn Lambrick, Owner of Word on the Street Media – Community Advertising
agency
robyn@wordonthestreetmedia; www.wordonthestreetmedia.co.za
072 450 2798