Brand Relationships: How will we Treat our Customers?

A Human Perspective on Developing your Service’s Relationships

man sits on bench with Ronald McDonald statue
man sits on bench with Ronald McDonald statue
Photo by Niver Vega on Unsplash

Services have extra challenges

Services are riskier

surgeon performing an operation in white gown and mask
surgeon performing an operation in white gown and mask
Photo by Jonathon Borba on Unsplash

Services are intangible

Services are never the same twice

Services are created and consumed at the same time

The Seven Ps of Services

The underlying factor is Trust

couple making pastry together at a kitchen bench
couple making pastry together at a kitchen bench
Photo by Hannah Busing on Unsplash

How do you build trust?

What makes an Ideal Human Partner?

Imagine you are your customer

Ideal Partner Exercise

Embed ideal partner attributes into your touchpoints

laundromat
laundromat
Photo by Jeremy Salle on Unsplash

Brand Touchpoints — The Laundry List

Applying Ideal Brand Relationship Attributes

worksheet with relationship attributes to match to brand touchpoints
worksheet with relationship attributes to match to brand touchpoints
Template with Relationship attributes to match to selected Brand Touchpoints

Final Note

Blackberry cake with blackberries
Blackberry cake with blackberries
Blackberry cake photo by Heather Barnes on Unsplash

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Writes about strategy, storytelling, messaging, and communication…Prone to bouts of fiction.

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