Does your Brand image match its Experience

Posted on Thursday, July 19th, 2012

In this recent article entitled “Does your brand image match its experience?” by Chris Petersen on Fastcasual.com, he sums up the successful formula for building, maintaining and growing a successful restaurant brand and business:

The fundamental points to building a successful brand include:

• Marketing communicates the brand promise to the market
• Operations (experience) delivers that brand promise to the guest

Chris states succinctly, “It is absolutely imperative that these two elements work hand in hand to produce a strong brand. Yet, very few restaurants achieve this.”

This is all too true when implementing a “Social” Customer Experience Management program as well. Brands need to take advantage of their CEM investment to ensure that great customer experiences – those happy customers – get leveraged through social media as active advocates for your restaurant brand.

Chris reinforces the importance of these two critical groups working together, “Winning brands always have strong operational and marketing alignments. They promise their guests that if they come in and use the brand they will receive a specific experience. And they deliver on that promise more often than not.”

So get going today! Improve your customer experience, create more great experiences, then remember to leverage that positive Word Of Mouth  to increase your restaurant brand in the marketplace.

This entry was posted in Featured Resource What are the Best Practices for Setting Up & Running a Program and assigned these Tags: active advocacy, advocacy, advocacy management, Brand Advocacy, brand promise, customer experience management, restaurants, Social CEM, social media. Bookmark the permalink