New Yorkers are noticing Duane Reade’s new logo design in a big way. The New York Post shares the torn feelings of New Yorkers on the stores recent rebranding. Beyond just the look of Duane Reade, the store is committing itself to “rebranding the customer experience.”
The new brightly colored logo is only the first step the retailer is making towards improving the customer experience. Yet, the image is not the only portion of recipe. Reenergizing your customer experience involves a multifaceted approach that includes visual branding. A full scope customer experience program also includes the following:
1. Merchandise Audits
2. Employee Training
3. Surveys
4. Loyalty Plan
5. Reassessment
A fully tuned customer experience program involves a dynamic amount of research, analysis, and action. That’s why it is crucial for companies to work with a customer experience management team that is focused and knowledgeable at crafting the right program. Every retailer and company deserves a custom plan, not a one-stop solution. Customer experience programs can build a lifetime of loyal customers and strengthen the brand image. The success is dedicating the resources to address every aspect of the experience.
One of the best ways to have a “fully-tuned” customer experience program is to have “converging methodologies”–different lenses for looking at the customer experience. When devising the full program, it’s important to include be able to coach retailers on specific behaviors that improve satisfaction and loyalty–like mystery shopping. And don’t forget to get the perspectives of customers who shop/investigate but don’t buy. Why not?
Cheryl, thanks for sharing!
Rebranding: More than just looks http://bit.ly/oDwiy
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