Here’s an exercise that can help you assess if your brand is delivering consistently on its promise throughout your customers’ brand experience.
First, using a wheel diagram, put the brand’s promise and personality in the center.
Next, identify critical brand experience touchpoints (e.g. the product, the store, the sales person, the website, etc.) and put them on the spokes of the wheel.
Then rate each touchpoint on its alignment to the brand’s promise and personality.
For example, Nike’s brand promise is to bring inspiration and innovation to athletes and it delivers this consistently with its “just do it” attitude throughout its brand experience.
Here are three key Nike touchpoints as proof:
• communications – evidenced with its inspirational “Breaking the 2 Hour Marathon” challenge:
This simple but effective analytic approach can reveal opportunities for your brand to optimize your customer’s brand experience to engage audiences and drive business. As Nike would say, just do it.
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