Brand

Sizzle vs. Steak: Selling the experience

Have you ever hired a babysitter, auto mechanic, or accountant? Chances are your decision to work with them had at least a little bit to do with how they made you feel when you met them. In today’s Brand How-To, we look at the role of customer experience in establishing your service brand. Check out the video, and keep reading for a summary. Video Notes: Today’s Brand How-To was inspired by an unfortunate incident over breakfast where a business associate and I received sub-par service (and a bit of attitude.) It got me thinking about what we really sell when Read more...