We transform brands into new inviting experiences.
Our vision
Our vision How We Experience Brands
Consumers perceive a product or organization through brand personality. Brands constantly are used to communicate their companies’ messages with consumers, often by mirroring
the way people speak and behave. Brands are assigned human personality traits and characteristics out of the desire to create emotional associations in consumers’ minds.
This step helps explain why some people are extremely loyal to certain brands while disliking others. Successful brands consistently offer favorable characteristics with which consumers have identified emotionally.
Brand experience generates the emotional response
a consumer feels at any touchpoint of product engagement, including all the memories and anticipation.
The best experiences are authentic, meaningful
and consistent. Great ones can delight your customers
and reinforce their loyalty. Above all, brand experience
should be memorable and repeatable. Every brand engagement touchpoint presents an opportunity
to strengthen relationships with your customers
by providing familiar experiences that cater to their
needs and desires in unique and purposeful ways.
Experience Has Its Advantages
Inviting brand experiences can enhance customers’ engagement and influence their purchasing behavior.
Once customers have formed emotional connections, you need to ensure your brand is represented consistently across all engagement channels. The emotional bonds customers form with your brand can make or break your business. These bonds are manifested by consistently inviting experiences that increase sales growth through brand awareness, perceived value and customer loyalty.
Brand
Awareness
Brand Awareness
The more memorable a brand experience with your customers, the more likely they are to talk about it with friends and colleagues. The more consistent your customers’ brand experience, the more likely they are to remember your brand and emotionally identify with it.
Customer
Loyalty
Customer Loyalty
Meaningful, memorable experiences keep customers coming back. Brand loyalty is built on customers’ trust, and they trust brands that provide consistent and relevant experiences.
Perceived
Value
Perceived Value
Consistently executed inviting and delightful experiences are more valuable than those that are confusing or unappealing. Higher perceived value helps to boost your brand equity and enables you to command higher prices for your products and services.
Sales
Growth
Sales Growth
When customers experience your brand in a meaningful and memorable way, they’re more likely to tell their friends and colleagues. Few points are more effective for attracting new customers than personal recommendations. Word-of-mouth referrals can have measurable benefits for your bottom line.
Create
Authentic
Experiences
Inviting brand experiences have a clear range of benefits for those who create and use them effectively. So how do you create the type of consistent experience that leads to customer loyalty, increased sales and a better bottom line? Start by asking some important questions.
Who Are You?
The best brand experiences are born from purpose. Your brand’s purpose must provide answers to the most basic questions: Why does your product exist? Why is it special? Why should people care?
You must be able to answer clearly. The answers will inform every aspect of your brand. They will help you provide the best way to create meaningful and memorable experiences for your customers.
How About First Impressions?
A powerful way to shape brand experience is to ensure your first impressions are seamless and effective. They can go far in helping to define the overall experience of your brand.
First impressions that are inviting, delightful or pleasantly
surprising—like free samples, custom packaging
or personalized experiences—can create positive associations in the minds of your customers. And positive associations can go a long way toward encouraging brand engagement.
What’s Your Story?
We are all storytellers. There isn’t a stronger connection among people than storytelling. When your brand experience is part of a larger story that is meaningful and relatable, your customers are more likely to understand its significance and worth.
Each touchpoint represents a valuable opportunity
to share a piece of your brand and inspire your customers.
Is It Coherent?
It’s hard to overstate the importance of consistency when it comes to brand experience. Your brand should be instantly recognizable wherever and whenever your customers encounter it.
Your brand exists in an integrated ecosystem of touchpoints. Failing to ensure a consistent experience at any one touchpoint could undermine your customers’ perceptions of your brand. They will think inconsistent brands are sloppy and disorganized. And those brands can create confusion and alienate customers. Once made, negative associations can undermine your brand’s identity.
Are You Engaging?
Where is your target audience most likely to be found? Being proactive about cultivating a consistent, meaningful brand experience is all about meeting your customers where they are.
This includes your website or app, search-engine marketing, email marketing, sales and customer support interactions, conferences and events, in-store experiences and more. Development of effective brand management requires consideration of all the opportunities for your customers to engage with your brand. Each touchpoint reinforces your brand experience as recognizable and effective.
What About Sales-As-Experience?
Cultivating a recognizable and inviting brand experience at each point of sale ensures customers will remember your brand in a positive light. Intuitive, easy-to-use experiences—whether online or in a store—often define whether a customer will buy from you again.
Thinking about sales in terms of experience means taking into consideration how your customers feel not just when they buy from you, but before and after these pivotal moments.
Can You Adapt?
Consistency does not mean complacency. The ways your customers seek out experiences, find information and make purchases constantly are changing. Adaptability is more important than ever in today’s dynamic market. Effective brand management means keeping a close eye on industry trends and the shifting needs of customers.
Many pre-pandemic experiences are simply no longer relevant to customers whose habits and needs have changed. Brands that were not updated in response to the pandemic soon became irrelevant to their customers. The next shift in market trends may not be as dramatic as one caused by a global pandemic, but you nonetheless will need to update your brand experience. The changing world, and the changing needs of customers along with it, waits for no brand.
