Kathy Alexander’s Post

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Innately curious about how things work | Dedicated to finding answers

"The experience is the brand." Sheila Hamilton, CosMC's Menu, at the 2024 BrandSmart Conference It seems simple enough, but how many brands truly pull this off on a daily basis? Case in point, over the weekend my husband tried to return a pair of athletic shoes that weren't wearing well. He found his way to the brick and mortar store to speak with a real person and to physically show them the issue he was having. Simple right? Nope. Instead he was directed to the website. Complete fail. Marketing is dedicated to drawing customers to the brand, yet operational procedures often contradict these goals. It is a waste of marketing dollars when we fail to optimize every interaction with a customer. McDonald's ECCO #branding #customerexperience #brandsmart #marketingfails

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Steve Henke

Helping MR firms achieve their revenue goals with outsourced marketing, sales training, coaching & consulting; highly-regarded speaker, author (500+ articles and a dozen eBooks) and podcaster.

5mo

Kathy... ask anybody to share a recent 'bad experience' they had at a local retailer/restaurant and it'll take a micro-second before they respond. Ask about a recent 'great' experience and you'll likely get crickets in response! Sadly, 'bad' - or maybe 'meh' - experience has become the norm. Thanks for sharing.

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