What Really Matters: Brand Experience & Customer Service

August 22, 2006 · 4 comments

My mission with AttentionMax is to chronicle trends and disruption in media and marketing, as well as offer frequent anecdotes on how they impact everyday life…my life, in particular. It’s interesting to see which posts resonate with people and spawn public comment or private email, especially considering my uncontrollable tendency to cross between professional and personal life.

For all the writing I do about marketing and media, it’s interesting that my recent spontaneous rant about Lowes’ breakdown in customer service (and pain inflicted on me) has spawned some of the more passionate and entertaining feedback (or feedback at all). Because blog platforms tend to very good at hiding passionate discussions in the comments section, I’d like to bring this one to your attention. Check it out here.

There’s a possible underlying theme here: what drives discussion and passion may be less about silos of marketing and media, and all about total brand experience and customer service.

  

  • http://www.debeastman.blogspot.com Deborah

    Max, I have observed the same across the blogosphere. While those in the market of CGM, WOM, etc. enjoy discussing the possibilities and the changing landscape, the general public is more interested in specific examples. Not unlike most marketing, real life examples of how companies and brands are affected are of most interest.

    The connection of brand experience (check you spelling above =), and customer service has the most significant impact on future revenues. This connection is lost on many business leaders today!

    I have blogged about this several times myself. Here is my latest posting on my own brand experiences at: http://debeastman.blogspot.com/2006/08/its-all-about-customer-experience.html.

    Keep up the conversation. So many people still need to understand this issue. Perhaps we should have a Wiki dedicated to customer service experiences, both bad and good?

  • http://www.debeastman.blogspot.com Deborah

    Max, I have observed the same across the blogosphere. While those in the market of CGM, WOM, etc. enjoy discussing the possibilities and the changing landscape, the general public is more interested in specific examples. Not unlike most marketing, real life examples of how companies and brands are affected are of most interest.

    The connection of brand experience (check you spelling above =), and customer service has the most significant impact on future revenues. This connection is lost on many business leaders today!

    I have blogged about this several times myself. Here is my latest posting on my own brand experiences at: http://debeastman.blogspot.com/2006/08/its-all-about-customer-experience.html.

    Keep up the conversation. So many people still need to understand this issue. Perhaps we should have a Wiki dedicated to customer service experiences, both bad and good?

  • http://www.noahbrier.com Noah Brier

    I think you’re right Max, at the end of the day all that matters is the customer’s experience. Think about the so-called great brands (Apple, Nike, Starbucks), what they do well is the total package. No piece of the puzzle is not considered and designed.

  • http://www.noahbrier.com Noah Brier

    I think you’re right Max, at the end of the day all that matters is the customer’s experience. Think about the so-called great brands (Apple, Nike, Starbucks), what they do well is the total package. No piece of the puzzle is not considered and designed.