It's easiest for us to think about brand touchpoints like logos, stationery, advertising, brochures and Web sites. These are the controllable things. Many organizations do a great job developing brand identity. And their brand consulting groups typically advise them (as we do) to create a set of foundational rules for the use of these tools so that they are used consistently.
Yet the most influential and memorable brand touchpoints of all is your people.
A recent airport experience highlighted this for me. I arrived at the gate of a well known airline that touts its friendliness and warmth. My colleague and I came up to the gate agent with our boarding passes. She said, "What do you want?", in a less than warm and friendly way. Taken aback, we said we wanted to check into the flight. She said, "Sit down. I'm not ready for you yet." in a brusque voice, thus undoing all the brand's communications to date.
In summary, make sure you train your people in the way you want your brand to be delivered so that what you SAY aligns with what you DO.
Yet the most influential and memorable brand touchpoints of all is your people.
A recent airport experience highlighted this for me. I arrived at the gate of a well known airline that touts its friendliness and warmth. My colleague and I came up to the gate agent with our boarding passes. She said, "What do you want?", in a less than warm and friendly way. Taken aback, we said we wanted to check into the flight. She said, "Sit down. I'm not ready for you yet." in a brusque voice, thus undoing all the brand's communications to date.
In summary, make sure you train your people in the way you want your brand to be delivered so that what you SAY aligns with what you DO.
Powered by Compendium
Comments for Are You A Brand Touchpoint?