Interview: Avoiding the "Brand Death" Spiral

When marketing doesn't communicate with operations, the brand image is affected. Rich Schreuer provides an example of customer service not meeting brand image and how this contributes to "the brand death spiral."

 

Recently, I posted on why companies should incorporate some measure of customer experiences into their brand research (read more here).

In short, doing so helps organizations increase alignment and puts a spotlight on cases where front line interactions are undermining the brand. Or as CMB brand guru Rich Schreuer calls it - entering "the brand death spiral."

Below, Rich explains the brand death spiral and its importance.

 

This content was provided by Chadwick Martin Bailey, Inc. Visit their website at www.cmbinfo.com.