The correlation between the need for superior customer service and stellar customer experiences with brands AND a struggling economy is not rocket science. It makes sense that people are going to be more price sensitive than ever during an economic downturn, but they are also likely to be far more affected by negative or positive customer experiences — and that includes experiences with brands.
It’s a simple concept really. When every dollar counts more than ever (like during a recession), consumers are far more aware of who they give their money to in exchange for products or services. You better believe they remember and pay more attention to people who talk about positive or negative brand experiences.
What’s the solution for brand managers and marketers who want to achieve experience-based differentiation when the economy is weak? Again, it’s simple. [Read more…] about 5 Ways to Achieve Experience-Based Brand Differentiation
