Crafting an Ideal Client Experience Through Branding Touchpoints
What does your social media say about your business? What about your website, email newsletter, or physical location?
When clients come across different aspects of your business, your branding tells them how they should feel about your product or service. This is why how you brand your business is so important!
In order to create an experience your clients will love, you need consistent branding across every touchpoint of your business.
In this blog post, I’m going to walk you through how to look at your client experience, inspiring you to brand your business for each step along the journey so that your client feels cared for and fulfilled throughout the process!
How Client Experience and Branding are Related
Many times, people don’t actually know what their client journey looks like. You have to put yourself in your client’s shoes, seeing what their concerns might be and working out how you’re going to solve them.
Client experience is every touchpoint your clients are being exposed to through your product or service. Each of these touchpoints leaves your clients with a specific feeling or an emotion, which in turn dictates your brand equity. Yes, branding is about consistency, but it’s also about EMOTION.
Consciously or subconsciously, clients are wondering:
-
How simple is it to work with you?
-
Does your product fit my lifestyle?
-
Do I get excited thinking about your service?
These are the questions that your branding answers. And the only way to answer those questions is to put yourself in the client’s perspective and discover the emotional points throughout your client journey.
I want you to map out every touchpoint your client has with your service or product, creating a visual of the emotional highs and lows. Then, try and match what you’re serving them with what they might be feeling at that given moment.
For example, if you’re providing someone with a service then signing them on might seem exciting for you, but for them, it comes with an invoice. So think of sending them a little welcome packet or note to balance out the ‘low’ of an invoice. Show them that you’re thankful for their business!
Why You Need to Keep Your Branding Consistent
When I say consistency, I mean it. Every tab they open up on your website, every invoice they receive from you, every email that lands in their inbox needs to have some sort of your brand element integrated within it. What you’re trying to do with your branding is create trust, letting people know they can count on you!
When You Don’t Have Consistent Branding…
If a client sees one style of branding on your social media but then gets an email from you with a completely different tone, they begin to question who you are and what you’re trying to tell them. We want to eliminate the subconscious feeling of uncertainty for your client.
Consistent branding also builds brand equity, because when you’re highly recognizable, people trust you more easily. It creates peace of mind for your client. One of the questions that people will have whenever they start to engage with you is, will they take care of me?
While I’m definitely not preaching that you have to have everything perfect to a tee, I am letting you know that a certain level of professionalism allows your clients to really feel taken care of.
Branding Touchpoints in Real-Time
There are two typical patterns of brand touchpoints your clients might experience, the first being a serviced-based provider or a personal brand, and the second being a restaurant or retailer.
For those service-based providers
If you’re a service-based provider, you want to make sure to have those basic client touchpoints to create that great client journey experience, making sure everything from your website to social media styling is consistent.
It might also consist of having those virtual recognition points show up, like making sure your email signature speaks to your branding so that every time someone interacts with you they have a positive, trustworthy experience. We want to make your clients feel secure!
Recalling the highs and lows of the client journey
Remember when we talked about the highs and lows of the client journey? That comes into play here, because as a service-based provider, you’re in a bit of a give and take relationship. They give you money to provide a service, and more often than not, to provide that service, you need them to participate in the process.
So whenever they might have a low, like receiving an invoice or needing to give you content for you to create a project for them, balance those lows out with branded notes or a welcome packet. You can strategize your process in order to meet those emotions in the client journey and help to balance them out, leaving your client feeling taken care of.
Remember this is just a sampling and not an exhaustive list. I encourage you to think about your own unique business and the journey your clients are taking along the way.
For restaurants and retailers
Maybe you’re a restaurant or a retailer. In this case, it’s important for you to remember that your business is not set in stone. You’re constantly adding in or changing services and streamlining your process. Keep this all in mind when it comes to your client experience journey.
We’ve talked a lot about digital branding, and physical branding is a HUGE part of restaurants and retailers. Your physical space is a part of the client experience, and how your space is branded and designed should mimic what clients are experiencing online.
Yes, colors come into play here but so does how your clients are greeted, the path they’re taken through the restaurant or store, and the atmosphere you create for them. Does your menu evoke the same excitement your social media does?
Be the client for a second, and walk through your space. What emotions are coming up for you?
Take care of the clients you already have
Constantly think about how you can elevate their experience to get them coming back and have them refer you to friends. Investing in your brand this way can yield a better return on investment than spending a ton of money marketing to new people. Your current clients love you for a reason, so it’s important to keep them in the funnel.
Put Your Branding Into Practice
Branding plays such a big role in the client experience. It’s truly what carries people through the journey, from their initial exposure to your brand to referring their friends to you. Being thoughtful about your branding at every touchpoint will create confidence and trust in your clients. I’m so excited to hear about what you come up with when applying these concepts to your own business!
If you’re still feeling unclear as to how your client experience plays into your branding, then schedule a consulting call with us today!
What does your social media say about your business? What about your website, email newsletter, or physical location?
When clients come across different aspects of your business, your branding tells them how they should feel about your product or service. This is why how you brand your business is so important!
In order to create an experience your clients will love, you need consistent branding across every touchpoint of your business.
In this blog post, I’m going to walk you through how to look at your client experience, inspiring you to brand your business for each step along the journey so that your client feels cared for and fulfilled throughout the process!
How Client Experience and Branding are Related
Many times, people don’t actually know what their client journey looks like. You have to put yourself in your client’s shoes, seeing what their concerns might be and working out how you’re going to solve them.
Client experience is every touchpoint your clients are being exposed to through your product or service. Each of these touchpoints leaves your clients with a specific feeling or an emotion, which in turn dictates your brand equity. Yes, branding is about consistency, but it’s also about EMOTION.
Consciously or subconsciously, clients are wondering:
-
How simple is it to work with you?
-
Does your product fit my lifestyle?
-
Do I get excited thinking about your service?
These are the questions that your branding answers. And the only way to answer those questions is to put yourself in the client’s perspective and discover the emotional points throughout your client journey.
I want you to map out every touchpoint your client has with your service or product, creating a visual of the emotional highs and lows. Then, try and match what you’re serving them with what they might be feeling at that given moment.
For example, if you’re providing someone with a service then signing them on might seem exciting for you, but for them, it comes with an invoice. So think of sending them a little welcome packet or note to balance out the ‘low’ of an invoice. Show them that you’re thankful for their business!
Why You Need to Keep Your Branding Consistent
When I say consistency, I mean it. Every tab they open up on your website, every invoice they receive from you, every email that lands in their inbox needs to have some sort of your brand element integrated within it. What you’re trying to do with your branding is create trust, letting people know they can count on you!
When You Don’t Have Consistent Branding…
If a client sees one style of branding on your social media but then gets an email from you with a completely different tone, they begin to question who you are and what you’re trying to tell them. We want to eliminate the subconscious feeling of uncertainty for your client.
Consistent branding also builds brand equity, because when you’re highly recognizable, people trust you more easily. It creates peace of mind for your client. One of the questions that people will have whenever they start to engage with you is, will they take care of me?
While I’m definitely not preaching that you have to have everything perfect to a tee, I am letting you know that a certain level of professionalism allows your clients to really feel taken care of.
Branding Touchpoints in Real-Time
There are two typical patterns of brand touchpoints your clients might experience, the first being a serviced-based provider or a personal brand, and the second being a restaurant or retailer.
For those service-based providers
If you’re a service-based provider, you want to make sure to have those basic client touchpoints to create that great client journey experience, making sure everything from your website to social media styling is consistent.
It might also consist of having those virtual recognition points show up, like making sure your email signature speaks to your branding so that every time someone interacts with you they have a positive, trustworthy experience. We want to make your clients feel secure!
Recalling the highs and lows of the client journey
Remember when we talked about the highs and lows of the client journey? That comes into play here, because as a service-based provider, you’re in a bit of a give and take relationship. They give you money to provide a service, and more often than not, to provide that service, you need them to participate in the process.
So whenever they might have a low, like receiving an invoice or needing to give you content for you to create a project for them, balance those lows out with branded notes or a welcome packet. You can strategize your process in order to meet those emotions in the client journey and help to balance them out, leaving your client feeling taken care of.
Remember this is just a sampling and not an exhaustive list. I encourage you to think about your own unique business and the journey your clients are taking along the way.
For restaurants and retailers
Maybe you’re a restaurant or a retailer. In this case, it’s important for you to remember that your business is not set in stone. You’re constantly adding in or changing services and streamlining your process. Keep this all in mind when it comes to your client experience journey.
We’ve talked a lot about digital branding, and physical branding is a HUGE part of restaurants and retailers. Your physical space is a part of the client experience, and how your space is branded and designed should mimic what clients are experiencing online.
Yes, colors come into play here but so does how your clients are greeted, the path they’re taken through the restaurant or store, and the atmosphere you create for them. Does your menu evoke the same excitement your social media does?
Be the client for a second, and walk through your space. What emotions are coming up for you?
Take care of the clients you already have
Constantly think about how you can elevate their experience to get them coming back and have them refer you to friends. Investing in your brand this way can yield a better return on investment than spending a ton of money marketing to new people. Your current clients love you for a reason, so it’s important to keep them in the funnel.
Put Your Branding Into Practice
Branding plays such a big role in the client experience. It’s truly what carries people through the journey, from their initial exposure to your brand to referring their friends to you. Being thoughtful about your branding at every touchpoint will create confidence and trust in your clients. I’m so excited to hear about what you come up with when applying these concepts to your own business!
If you’re still feeling unclear as to how your client experience plays into your branding, then schedule a consulting call with us today!
What does your social media say about your business? What about your website, email newsletter, or physical location?
When clients come across different aspects of your business, your branding tells them how they should feel about your product or service. This is why how you brand your business is so important!
In order to create an experience your clients will love, you need consistent branding across every touchpoint of your business.
In this blog post, I’m going to walk you through how to look at your client experience, inspiring you to brand your business for each step along the journey so that your client feels cared for and fulfilled throughout the process!
How Client Experience and Branding are Related
Many times, people don’t actually know what their client journey looks like. You have to put yourself in your client’s shoes, seeing what their concerns might be and working out how you’re going to solve them.
Client experience is every touchpoint your clients are being exposed to through your product or service. Each of these touchpoints leaves your clients with a specific feeling or an emotion, which in turn dictates your brand equity. Yes, branding is about consistency, but it’s also about EMOTION.
Consciously or subconsciously, clients are wondering:
-
How simple is it to work with you?
-
Does your product fit my lifestyle?
-
Do I get excited thinking about your service?
These are the questions that your branding answers. And the only way to answer those questions is to put yourself in the client’s perspective and discover the emotional points throughout your client journey.
I want you to map out every touchpoint your client has with your service or product, creating a visual of the emotional highs and lows. Then, try and match what you’re serving them with what they might be feeling at that given moment.
For example, if you’re providing someone with a service then signing them on might seem exciting for you, but for them, it comes with an invoice. So think of sending them a little welcome packet or note to balance out the ‘low’ of an invoice. Show them that you’re thankful for their business!
Why You Need to Keep Your Branding Consistent
When I say consistency, I mean it. Every tab they open up on your website, every invoice they receive from you, every email that lands in their inbox needs to have some sort of your brand element integrated within it. What you’re trying to do with your branding is create trust, letting people know they can count on you!
When You Don’t Have Consistent Branding…
If a client sees one style of branding on your social media but then gets an email from you with a completely different tone, they begin to question who you are and what you’re trying to tell them. We want to eliminate the subconscious feeling of uncertainty for your client.
Consistent branding also builds brand equity, because when you’re highly recognizable, people trust you more easily. It creates peace of mind for your client. One of the questions that people will have whenever they start to engage with you is, will they take care of me?
While I’m definitely not preaching that you have to have everything perfect to a tee, I am letting you know that a certain level of professionalism allows your clients to really feel taken care of.
Branding Touchpoints in Real-Time
There are two typical patterns of brand touchpoints your clients might experience, the first being a serviced-based provider or a personal brand, and the second being a restaurant or retailer.
For those service-based providers
If you’re a service-based provider, you want to make sure to have those basic client touchpoints to create that great client journey experience, making sure everything from your website to social media styling is consistent.
It might also consist of having those virtual recognition points show up, like making sure your email signature speaks to your branding so that every time someone interacts with you they have a positive, trustworthy experience. We want to make your clients feel secure!
Recalling the highs and lows of the client journey
Remember when we talked about the highs and lows of the client journey? That comes into play here, because as a service-based provider, you’re in a bit of a give and take relationship. They give you money to provide a service, and more often than not, to provide that service, you need them to participate in the process.
So whenever they might have a low, like receiving an invoice or needing to give you content for you to create a project for them, balance those lows out with branded notes or a welcome packet. You can strategize your process in order to meet those emotions in the client journey and help to balance them out, leaving your client feeling taken care of.
Remember this is just a sampling and not an exhaustive list. I encourage you to think about your own unique business and the journey your clients are taking along the way.
For restaurants and retailers
Maybe you’re a restaurant or a retailer. In this case, it’s important for you to remember that your business is not set in stone. You’re constantly adding in or changing services and streamlining your process. Keep this all in mind when it comes to your client experience journey.
We’ve talked a lot about digital branding, and physical branding is a HUGE part of restaurants and retailers. Your physical space is a part of the client experience, and how your space is branded and designed should mimic what clients are experiencing online.
Yes, colors come into play here but so does how your clients are greeted, the path they’re taken through the restaurant or store, and the atmosphere you create for them. Does your menu evoke the same excitement your social media does?
Be the client for a second, and walk through your space. What emotions are coming up for you?
Take care of the clients you already have
Constantly think about how you can elevate their experience to get them coming back and have them refer you to friends. Investing in your brand this way can yield a better return on investment than spending a ton of money marketing to new people. Your current clients love you for a reason, so it’s important to keep them in the funnel.
Put Your Branding Into Practice
Branding plays such a big role in the client experience. It’s truly what carries people through the journey, from their initial exposure to your brand to referring their friends to you. Being thoughtful about your branding at every touchpoint will create confidence and trust in your clients. I’m so excited to hear about what you come up with when applying these concepts to your own business!
If you’re still feeling unclear as to how your client experience plays into your branding, then schedule a consulting call with us today!
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