Thu, 30 October 2014
Every brand touch and impression you have on a client, audience, partner or potential customer matters. There is not one touch or one experience that matters more than another.
It takes on average a minimum of 6-7 brand touches before someone will remember your brand. You only have one chance to make a first, second and third impression.
A brand can be delivering 95% positive, memorable and delightful brand experiences. However, if even one touch is negative it could be destructing brand equity, brand loyalty and bottom line revenues. It could be the key inhibitor keeping a brand from achieving their business goals and objectives.
In this episode of the Social Zoom Factor podcast Pam Moore, CEO Founder Marketing Nutz, full service social business, digital marketing, experiential branding and word of mouth agency shares a recent experience visiting Divani Apollon Palace and Thalasso and Intercontinental hotel on a recent trip to Athens, Greece.
It is a compelling case study that validates the impact one single brand impression can make on a series of brand impressions and overall brand loyalty and decrease in average spend during a hotel stay. One of the hotels discussed delivered a consistent positive experience, where the other did not.
Take a listen to the podcast and learn why you must ensure every brand experience is as as delightful as possible if you want to earn loyal brand evangelists, increase brand equity, brand loyalty and customer satisfaction overall.
Podcast Episode Highlights
Comparison of Intercontinental Hotel and Divani Apollon Palace and Thalasso
How one brand impression decreased my overall spend at Divani Apollon Pallace
Why hotels must care about every customer experience, including the gym area
Why value matters and ripping customers off can decrease money spent as well as decrease brand loyalty
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