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What customer experience does your brand deliver?

The marketing of your company shifts into high gear when customers walk in. Advertising attracts, but whether your branding wins or loses is measured by a customer’s tangible experience. Optimizing that moment of truth is is a matter of understanding the variables and managing them.

In retail, customer experience happens at the store. Service businesses, on the other hand, bring it to the customer. In the final installment of our conversation, Mike Dandridge, author of The One-Year Business Turnaround, shares how his Customer Experience Factor applies to service businesses.

[audio:https://charliemoger.com/wp-content/uploads/2010/04/Mike-D-3-REV.mp3|titles=Mike D #3 REV]

Click here for part one of our conversation covering the basics of customer experience. Click here for part two of our conversation including specific examples.

As with retail, seeing the experience through the service customer’s eyes first points you in the right direction.

Why better stripes build better branding

Pesky details are what separate branding monsters from the also-rans. It’s not one big thing, but a bazillion little things. Mike Dandridge, author of The One-Year Business Turnaround. , says it’s actually about 100 things.

Through his research, Mike has established the 100 specific touch-points affecting your business’ Customer Experience Factor. Through his objective measurement, Mike isolates areas in your business where a little adjustment can make a big difference.

Last week, Mike explained the basic principles of the Customer Experience Factor. This week, he shares specific examples of where something as simple as the striping in your parking lot can have a big impact on your branding and customer experience.  (click the white arrow twice to play)

[audio:https://charliemoger.com/wp-content/uploads/2010/04/Dandridge2_web.mp3|titles=Mike Dandridge: applying the Customer Experience Factor]

Next week, Mike shares how the Customer Experience Factor also applies to service businesses where the experience occurs in the customer’s home. Mike will be in Houston speaking at a breakfast being hosted by Wizard of Ads Gulf Coast. Space is limited. So, contact me now if you’d like to attend.

Rock your marketing and advertising like Warren Buffett

Differentiating your brand could be tricky work if your marketing and advertising involves one of the world’s richest men—unless that man is Warren Buffett.

“We thought, What’s the most ridiculous getup we could think up for Warren — and thought, Nah, we can’t do that,” says Phil Ovuka, director of creative media services at Geico.

Berkshire Hathaway’s Warren Buffett has become a staple of the Geico employee-created videos used to kick off their annual team meeting. Over the past four years, Buffett has appeared as a hobo and a DJ. This year, his tattooed Axl Rose send-up stole the show and netted thousands of viral impressions.

What can Warren Buffett teach your brand?

Suppose an employee brought you a marketing and advertising idea so off-the-charts outlandish you couldn’t contain your laughter. What would you do?  Dismiss that idea and you lose three ways: employees lose trust in sharing ideas, your brand loses fresh thinking, and you lose an edge that can differentiate you from competitors.

“Differentiate until you want to cry,” says Jon Spoelstra, author of Marketing Outrageously: How to Increase Your Revenue by Staggering Amounts! Otherwise, you’re just like everyone else.

Spoelstra’s track record of creating marketing and advertising success stories in basketball and arena football are legendary. The way to start, Spoelstra teaches, is “by making new a way of life.”

Step into each day looking at things from new and unexpected perspectives. Slaughter the sacred cows and bring in fresh thinking.  Doing so will make your people happy, your brand strong, and you rich. Ask Warren Buffett about that.

The bigger the response, the better the idea

Ideas everyone agrees on are safe, bland, vanilla. They’re dreck. It’s the thinking that produces ad-speak-laden messages: “family owned with a commitment for quality and your satisfaction.” Gag me.

Marketing and advertising ideas worth exploring are the ones that double over half the room in laughter, while revolting others. Strong reactions tell you that idea carries a charge that will light up a brand. Nurture such thinking in people and you’ll create an unexpected employee benefit: opportunity.

By stepping into his Guns N Roses persona, Warren Buffett tells everyone, Geico is alive with opportunity. The boss is on the team, not in the watchtower. His appearances in those videos is a clarion call to every Geico employee: your ideas are welcome at the top. It’s a marketing and advertising message that resonates with customers too, earning Buffett and company over 327,00 plays on YouTube as of the moment this was written.

Employees created the video, wrote the lyrics, delivered the message. It works because it’s an authentic sentiment delivered by people who believe. This kind of thing only happens when you create a safe space for outrageous ideas.

How welcome are outrageous ideas at the top of your company?

Jon Spoelstra is our brand of crazy. That’s why you’ll find him teaching a class called How To Make Big Things Happen Fast at Wizard Academy. I spent two days attending his first workshop and highly recommend it–especially if you want to find the way to your envelope’s edge. Click here to learn more.

Sponsors in the weeds on Woods

Building a brand on the back of a celebrity is only slightly less risky than juggling chainsaws. One bad move and it’s a bad day. Accenture PLC saw trouble enough for their brand in Tiger Woods’ bad press to find an exit. But, Tag Heuer and Nike Golf are staying in the game–so far.

Endorser issues are not purely the domain of mega-stars like Tiger Woods. A local media celebrity endorser can be just as risky for you. Deciding to stay or go is a tough call. How these big brands handle the heat can help should problems fire up for you.

PR consultant Peter Himler takes a look at what may be ahead for the world’s top golfer–and his sponsors:

Give your brand a safe exit

Having a morals clause in personality endorsement agreements gives you a safe exit in the event your endorser’s personal life takes an unexpected turn that diminishes his value, or runs the risk of dragging your brand through the mud. As with any agreement, starting with the end in mind is the wise path.

What would be the tipping point for you? Would you still be hanging tough with Tiger Woods? Or, would you have hitched a ride with Accenture PLC?

UPDATE:

Time may heal some wounds, but it has done little to soothe sponsor concerns where Mr. Woods is concerned. AT&T is severing its ties with Tiger owing to the continued public reaction to the golfer’s alleged marital infidelities. Gillette also announced it will sharply limit Woods’ role in its branding efforts.

Nike, Upper Deck and Tag Heuer, meanwhile, have pledged to stand by Woods. The watch maker is, however, dialing back his presence in ads.

My gut: Save for the release of even more allegations, the worst has passed for Woods. His silence and continued absence from golf will only stoke interest in his ultimate return. No news is good news for Woods and his sponsors.

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I head both MogerMedia, Inc. and Wizard of Ads Gulf Coast, based in Houston, Texas. We develop winning advertising strategies and creative for the best clients on earth.

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