Why is brand experience so important?

[nurmohammadkhan]

Furthermore, brand experiences are viral, so much so that a negative experience is much more likely to be shared than a positive one. Jeff Bezos is credited with a maxim that sums up the contagious nature of negative brand experiences: “If you make customers unhappy in the physical world, each of them could tell six friends. If you make customers unhappy on the Internet, you have 6,000 friends to tell.”

Brand experience therefore affects both the perception of the brand relative to kazakhstan whatsapp resource past experiences and the loyalty of consumers oriented towards the future. This implies that even if it is not possible to control all the points of interaction with the brand, it is essential to make good use of those interactions with customers that can be controlled or influenced .



“The customer experience is the next competitive battleground” – stated Jerry Gregoire, former Chief Information Officer of Dell Computers, a few years ago.

Customer experience is , therefore, the real battlefield and at the same time the object of desire of all companies, which are progressively realizing that providing excellent customer care, although still important, is only one of the aspects that contribute to the total customer experience.



How to build an effective and meaningful brand experience?
Investing in brand experience means first of all “taking it personally”: operating starting from the knowledge of your target – as accurate as possible – to create all the conditions that are necessary to provide a product or service capable of satisfying specific needs and increasingly higher expectations. Understanding who customers are and what they need is easier today, thanks to the enormous amount of information that flows to the company through its channels . Starting from the available data , the effort of the various company functions, marketing first and foremost, must then be to seek opportunities for connection, to empathize with customers .