I’m away on vacation this week, but there are a number of things that I’ve been noticing along the way. All are reminders that everything health brands do, or don’t do, enhances or rips apart at that brand’s reputation and image. And often, as in life, it’s the little things that count.
For instance:
• when you walk into a store (a well-known, high-end regional apparel brand) and there’s a big autographed picture of the two founders promising that “our unequaled apparel will be matched by our unequaled customer service” – the people behind the counter (who never left their posts) should at least be smiling, not on their computers, and might want to say “hello” to shoppers.
• when you sit down to a meal, at a fairly pricey shore-front restaurant, the “wait” staff should probably not be pissed-off about working that night. Doesn’t make for one of those lovely and relaxing sunset meals. Nor will this restaurant make our pass-along list to friends.
• we will, however, pass along that anyone taking the trip from Hyannis to Nantucket take the slow Hi-Line ferry because “Mike” makes the trip worthwhile.
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Lessons for health brands: when it comes to branding, the little things count [link to post]
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Lessons for health brands – when it comes to branding, the little things count [link to post]
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RT @ericbrody: Lessons for health brands: when it comes to branding, the little things count [link to post]
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Lessons for healthcare brands: when it comes to branding, the little things count [link to post]
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So true. Evidence that one bad interaction with an employee on any level can sour a person’s attitude toward a brand.
I have often noticed bad employee attitudes in places that rely on tourism, and I wonder why the employees don’t understand that their jobs depend on the tourists.
Thanks for taking the time to read, and for your comment.
We’ve had those same “tourism” experiences, and continually surprises me each time.
Eric