Brand Delivery and Customer Experience

MCAworks Opinion

While they often seek to portray themselves as simple “geeks” trying to “do no bad”, Marketers would be well served to take some lessons from the Leadership team at Google about the critical and primary role of the customer experience in brand delivery.

MCAworks can think of few other examples—particularly in the digital space where the prime objectives and needs of the customer are as well and immediately served or impeded as little—as in Google’s lead product. Its home page is the simplest in the industry and focuses single-mindedly on what consumers have come to it to do: search for information, images, groups, shopping, and maps.

Is Google now one of the largest sources for targeted advertising placement in the world? Yes, it is. But it has earned, rather than taken, the right to that position by not imposing its short-term commercial needs in front of those of its customers like so many others (yes, I’m talking about you, ESPN) have done on the web.

Are you and your firm as clear and clean about delivering on your key promise to customers and consumers? Are you like that at every touch-point? If not, MCAworks would love to explore with you how to optimize the customer experience, and keep it front and center in all that you do.

Contact John Hawkins for more information.