Brand Reflections: Navigating the Consumer Experience Minefield

Facts Not Feelings with Brooke C. Furniss

In this episode of "Facts Not Feelings," we dive deep into the world of consumer experiences and the impact they have on a brand. Host Brooke C Furniss shares her frustrating journey of trying to contact a company that provided poor customer support. She then discusses the importance of every step in the consumer's journey reflecting back on the brand, whether positive or negative. The episode explores examples from various industries and highlights the significance of customer satisfaction and loyalty. Join Brooke as she navigates the consumer experience minefield and uncover valuable insights that every business should consider.

Key Takeaways:

1. The entire consumer journey reflects back on the brand, whether positive or negative.
2. Social media influencers can have a significant impact on a brand's perception.
3. Prioritizing customer satisfaction and delivering a positive experience leads to customer retention and ROI.

Connect:

BZ Consultants Group: https://qrco.de/bcqqFo
Chapters:

01:48 Scaling brands understand the impact of every consumer interaction.

03:58 Companies' different attitudes towards consumer experiences and a frustrating purchase experience with Stanley products.

07:38 Email box full, chat and call fail. No response from company after 3 weeks. Reached out to American Express for help. Bought another tumbler due to address change fee. Stanley customer experience lacking.

13:11 The importance of the entire brand journey.

20:00 Brands don't care about technical glitches.

22:33 Brand value lies in people, customers.

26:43 Tom's quote on the difference between the business you think you're running and the one you're actually running. Andrea emphasizes the importance of culture and trust. Peter discusses the value of relationships over transactional sales. Katie Mares advocated for a shift away from transaction-focused service. Tito's vodka's successful branding campaign that supports charity.

30:03 Brand perception, customer journey, positive experience, retention.

32:20 Blown away by Apple's exceptional customer service.

35:45 "Goodbye week, spread kindness."