Untangling brand and customer experience, in 10 minutes or less
Does the brand define the customer experience, or is the customer experience the brand? Your work may involve both, but you probably attack problems with a bias for one or the other.
a common business problem is not understanding how this works, what makes sense and what is appropriate. not just from a communications stand-point but, really, how you operate and engage across the board.
this is a great video that distills the issue, misconceptions and proper solutions. watch it and you’ll probably want to start reverse engineering your business.
daunting? well, if you can’t take the heat then get out of the kitchen.
(via alex)
