Brands and Customer Experience

Max Kaleoff has a posting today on Brand Experience and Customer Service. This is a critical area of the business to understand in today's world of connected word of mouth. Before when you had a positive or negative customer experience, you told the people in your immediate circle of friends and colleagues. Now, consumers chronicle their experiences on the Internet and potential touch millions of other consumers, and that experience remains on the Internet for search engines to find and serve up to future consumers. It will likely effect other potential buyers of your product or service.

This is the connection that matters. Organizations must evaluate their customer service experience and understand how it impacts future buying decisions. An investment in a positive experience will go a long way to future revenues.

In an early posting this week, I shared my own brand experiences.