Consider an airplane journey. When precisely do customers,
employees, and other stakeholders develop their perception of an
airline brand? Is it when purchasing tickets or checking in, during
the meal or the movie, while boarding or at baggage claim? Since
every brand is unique, the answers require a deep understanding of
business goals and audience needs at each stage of the journey.
Landor’s customer experience team works with you to develop a
clear minute-by-minute picture of how different audience segments
will interact with your brand. The results reveal which audience
needs and expectations are most important for growth and how well
they're being met. This puts your brand in context, gives form and
meaning to research insights, and uncovers the most important
criteria for making investment decisions.
In a market cluttered with similar goods and services, it is
increasingly the customer experience, rather than the product, that
sets a brand apart. Starting early to design the ideal brand
experience reveals the most cost-effective opportunities to drive
real and tangible differentiation and the most important moments to
invest in innovation. This is essential to planning and ultimately
delivering the unique experience of your brand.