Communicating the brand externally

Plan and conduct external brand communication to make your customers aware of your readiness to deliver desired experience.

"Managing brands is going to be more and more about trying to manage everything that your company does" - Lee Clow, TBWA Worldwide Chairman

Unfortunately, most companies initiate external brand communication having failed to prepare their own organizations first to deliver the promised experience. How many times have you been disappointed when you decided to buy some service or product, prompted by an interesting marketing message only to find out that that was an empty promise and the company will not offer the service now, but in a year’s time, at a special price, to special clients, etc.? The situation when something is promised but not delivered ruins the brand, rather than creating its value. At Executive-Conversation, we specialize – using the CEM+ process – in developing organizational capacity to manage customer experience in order to make your marketing communication consistent with the offer. We leave the task of preparing the actual message to specialized advertisement or PR agencies. We are a “customer experience agency.” We are willing to help our clients prepare an outline for companies specializing in market communication, or we can assist them in the selection process, aware of specific culture and strategy of a given client.

Find out how to prepare your company to manage customer experience.