Using Your Brand to Make a Better Customer Experience

Brand Execution
Strategy

January 29, 2024

Using Your Brand to Make a Better Customer Experience

Brand Execution
Strategy
Great service shows you care about customer experiences. A strong brand does the same.

Great brands go beyond logos and packaging, sales, or campaigns. Your brand is your company's identity, destination, and set of values that guide your journey. It's your flag raised high, inviting audiences to align themselves with what you represent.

No matter how good you are at what you do, there's a universal truth in business: perception is reality. How you create and share your brand defines how people understand your impact and influence. Humans share a love for stories — and branding is storytelling, creating a kind of self-made archetype that we can see, experience, and be part of. Remember that people trust people, not advertising, so branding should emphasize the human qualities of your work.

By leaning into our strongest attributes and infusing the flavor of our unique personality, branding invites people to see us as we'd like to be seen. Your brand can create amazing customer experiences, build a loyal following, and achieve your business goals.

Now’s your time to make it count.

Grab these key steps to staying accountable to your brand.
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January 29, 2024

Using Your Brand to Make a Better Customer Experience

Brand Execution
Strategy
Great service shows you care about customer experiences. A strong brand does the same.

Great brands go beyond logos and packaging, sales, or campaigns. Your brand is your company's identity, destination, and set of values that guide your journey. It's your flag raised high, inviting audiences to align themselves with what you represent.

No matter how good you are at what you do, there's a universal truth in business: perception is reality. How you create and share your brand defines how people understand your impact and influence. Humans share a love for stories — and branding is storytelling, creating a kind of self-made archetype that we can see, experience, and be part of. Remember that people trust people, not advertising, so branding should emphasize the human qualities of your work.

By leaning into our strongest attributes and infusing the flavor of our unique personality, branding invites people to see us as we'd like to be seen. Your brand can create amazing customer experiences, build a loyal following, and achieve your business goals.

Create Consistent Brand Experiences to Build Loyalty

Consistency with design, messaging, and strategy builds a brand in the hearts and minds of your target audience. Think of your favorite, go-to brands — whether a restaurant, a clothing company, or a software provider. You go back time and time again because you know and trust the experience you’re getting. Their consistency has earned your loyalty.

On the other hand, a negative brand experience —especially in the beginning phases of “courting” customers — can be a major turn-off. When it comes to brand-building, something as simple as a tone-deaf marketing message can negatively impact a reputation in the mind of the customer. It's better (and easier) to build a reputation than to repair it.

It's no big surprise that companies with loyal customers are the most likely to be successful. A mere 7% increase in brand loyalty can increase the customer lifetime value (CLV) of each client by upwards of 85%, with product and service quality overwhelmingly the biggest reason customers stay loyal to a brand.

Leverage Brand Strategy for Audience Connection

Positioning sets a brand apart in the market and in the minds of your customers. It's not just what makes you different — it's what makes you remarkable. It clarifies your uniqueness and value. Your positioning distinguishes you from all other options — whether you've got direct competition, or you're one-of-a-kind.

Brand strategy is the bridge that connects you with your perfect people. To create a good bridge, both sides have to be built on solid ground. In brand strategy, that means you — and your audiences. So dig into your target audience. Who are they? What do they care about? Your brand should be as much about them as it is about your business.

After identifying demographic details, you can define and direct your brand and marketing strategies with personas. Your personas should cover about 80% of your target market — the people who will be most connected and loyal to your brand. These personas are mini-profiles of the “real” people who make up your core audiences, highlighting their motivations, challenges, and opportunities. With those details top of mind, you can accurately address what people want, plus how & where they're looking for it. With good market research to inform your strategy, people will feel connected to your brand personality, products, and purpose.

And personas don't just help with marketing strategies. Have a new product idea and wonder if it'll appeal to your target audiences? Run the concept through the persona filter. Just remember that as your industry and the wider world change and evolve, your personas must also adapt. To keep strategies on point, conduct routine surveys — ask often, and listen, listen, listen. Surveys keep your approach freshly grounded in facts, not assumptions.

Strengthen Company Culture with Brand Strategy

Brand strategy is essential for more than marketing and product development. It's a living document, a North Star. Make it part of all your decisions and processes — especially those directly impacting the customer.

Brand strategy can help build an aligned team. Every new hire is an opportunity to strengthen your company culture, so go beyond asking, “Can they get the job done?” and consider, “Will their character and work ethic align with our big-picture vision and core values?”

Reference your brand strategy when training employees, too, and onboard them with an understanding of what your company stands for. For example, a restaurant server should know to lean into brand attributes like “fun” and “energetic” in customer interactions, and a carpenter should know to channel their company’s core value of “precision” in their work. By including your what, why, and how in training, you cultivate an aligned, consistent customer experience. Plus, a shared focus and big-picture purpose help people feel like they're not just laying bricks in their everyday work — they're building a cathedral.

Branding shapes how your customers engage with and experience your company — before, during, and after the sale. If you're ready to create amazing customer experiences through a true-to-you strategy, Hardy Brands can help. Call us to start the conversation about how brand strategy can define your ultimate customer experience destination — and the roadmap to getting there.

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We’re always eager to talk branding with interested business owners.

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About Us

Like our work, the Hardy Brands team is an embodiment of the perfect balance of strategy and creative. We’ve cultivated a team of certified brand specialists and strategists, designers, copywriters and marketing professionals who are ferocious about helping you succeed. We’re a Montana marketing agency that will constantly strive to improve your business.

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Our Work

As a branding, marketing and design agency, we partner with all types of businesses, from restaurants and breweries to building and real estate professionals, nonprofits to accountants and many others. Get a better idea of who we are and what we do by visiting our Work page.

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