Education Blog

The entire customer experience defines the brand.

During a moving lunch break on Saturday, we went to a hard core southern bbq joint. The brand image that was trying to be conveyed was evident:
The food carried the brand message. (in this area — pork with the bbq basic sides) — Check.

The people serving it were authentic. — Check.

The interior was decorated with old license plates and numerous pieces of country/southern Kitsch nailed to the rough-hewn lumber walls. — Check.

On the overhead speakers, they had the local lite rock station pumping in Josh Groban and the Carpenters. — Fail.

If you’re trying to project an image, the little things count. (In fact, there are no little things.)

Source: Chris Houchens

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