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Brand Experience
It's rush hour at Touchstone Bank, as John walks in to open a new account. He arrives at the Customer Service Desk and enquires about the procedure for opening an account. The Customer Service Officer is besieged with requests and hurriedly brushes John aside. Irritated and angry, John promptly cuts short his enquiries and walks out of the bank, vowing never to do business with them. Unknown to the bank is the fact that John intended to deposit at least N 10 million. At the end of the month, the bank will record a profit of N 5 million, unaware that it lost N 10 million in potential deposits for that month.
Such are the dynamics of the daily interactions between prospects (or customers) and organisations. These interactions occur at specific points within the organisation, technically referred to as the Connex NodeTM at Alder (See our tools).
Alder’s Brand Experience programme helps organisations streamline the interactions that occur at the Connex Node with a view to maximising service delivery and efficiency. We do this through a combination of research, strategy & workshops.
Brand Experience focuses on the 12 major elements that impact upon customer experience.
The Brand Experience programme consists of 5 distinct steps:
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