Design Your Brand Touchpoints

A brand touchpoint is any way a person in the marketplace interacts with your brand - so practically every brand has hundreds of touchpoints and each plays a role in shaping brand perception. So we must consider brand touchpoint design and management critical to building a strong, valuable brand.

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The Consumer Purchase Journey - Simple Concept - Complex to Understand - Harder to Achieve

I have spent much of the past decade writing, consulting and speaking about the top part of the consumer diagram. All the stuff about demographics, lifestyle and the other things that distinguish one older consumer group from another.

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How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. 

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