Delivering Desired Experiences to the Customer
Having identified key factors of market success, which are properly developed, desirable by customers, individual experience with the brand, it remains to determine the manner in which these experiences are to be “delivered” to the Customer. At this stage of activities, we develop behavioral patterns that will be presented by all employees of the company in any chosen communication channel and at each point of contact between the company and the client. Any form of contact, including indirect contact, is important and requires the use of specific patterns in order to maintain the consistency of the organization’s message. These patterns will be applied in all operational activities of the company, both in relation to products already on the market and to those that are just about to appear. The main goal is to change the perception of the brand in the customer’s mind by passing through the company from the sale of the product to at least selling the benefits and even better solutions, which will result in a larger and more durable business.
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