Tag: customer experience

What does is mean to “help brands be their best inner selves” once the brand positioning is set?

Your Brand Isn’t Just External — It Lives Inside, Too

There’s a powerful overlap between brand strategy, company culture, and team energy. Once a new brand positioning is in place, it’s only as effective as the people and systems that bring it to life.

A successful brand must operate on two fronts:

  • Externally, to attract and engage customers
  • Internally, to align, energize, and empower the team

Here are three slightly unconventional ways to foster creativity, clarity, and stronger internal culture—whether it’s just you, or you + many:

1. Host a “Terrible Ideas” Summit
When you’re up against a tough challenge, make space for the bad ideas first. This helps dismantle internal pressure, invites quieter voices into the room, and often surfaces early-stage sparks that—given time and support—evolve into something remarkable.

2. Throw a Framing Party
Every interaction sends a message. In structured environments, we rely on briefs and check-ins to stay aligned. But in our day-to-day moments, we often operate unconsciously—bringing stress, distraction, or unspoken emotion into the room.

A framing party is a simple reset. Before your next interaction, ask yourself:

  • What mindset am I walking in with?
  • What impact do I want to have?
  • What’s the story I’m telling with my presence?

That brief moment of awareness can dramatically shift how you show up—and how others respond.

3. Pause for Better Ideas
Great ideas don’t usually show up in brainstorms or meetings. They surface later—while driving, folding laundry, walking the dog.

The process looks like this:

  • Define the challenge
  • Get curious
  • Gather input—research, conversations, exploration
  • Then pause

That pause is essential. When your brain is full, rest lets it connect the dots in unexpected ways. It’s not magic—it’s neuroscience. Capture what comes, whether in a notebook, voice memo, napkin, or sticky note.

What practices have helped you or your team stay grounded, energized, and creative? We’d love to hear how you build culture from the inside out.

Can I borrow your eyes for a moment? Using empathy to better understand and engage your ideal customer.

To win eyeballs you might want to first imagine they are yours.

It’s very easy to look at perceived behavior and data, and project what people want. But it’s another thing to empathize with the experience of your key customers to better understand where they might be coming from and what they need from you.

You want their attention, their eyeballs, but what you really need are their eyes.

To better understand how to get their attention, imagine first that you can borrow their eyes and look out. While you’re at it, borrow their shoes as well. You don’t need a degree in cultural anthropology, as fascinating as the Yanomamo people and indigenous tribes of Africa can be. Instead try pausing for a moment letting go of your own view of the world, and your own beliefs and stories of how things work and simply imagine that you are your target customer.

What is that customer thinking about when he/she wakes up? What is their biggest challenge of the morning or day? What do they need most? And how does what you do solve for that need?

Use data. Use empathy. Use both to gain broader insights into the real challenges your customer faces and how you can help solve them.

“Is there a greater miracle than to see through another’s eyes even for an instant.”

-Henry David Thoreau

 

 

 

 

How do users really experience your brand?

The repetition of traveling daily to one place, driving into the same building or walking into the same space can cause an unintended blindness to what is in front of and around us. Understandably, most people are moving through life, intently focused on the next action steps needed to achieve their goals. This practice repeated contributes to success, but over time, can also contribute to oversights that can damage the perception of your brand.

How is space related to your brand, you may be wondering?

“The impact architecture has on a person’s mood is huge. Arguably these are the fundamentals of architecture: not how it looks, but how we feel it, through the way it allows us to act, behave, think and reflect,” says Dr. Melanie Dodd, program director of spatial practices at the Central St Martins art school.

Given that your mood can positively or negatively affect your entire day, why not leverage this information to benefit the perception and experience of your brand?

Below are 7 simple steps to help you see your environment and pivot where necessary to make a more positive impression.

Take a walk.

Start to gain objectivity by stepping away from your space and re-entering along a new or different path. If time permits, take a quick walk around the block and come back inside through an entrance not normally taken.

Settle into a moment. 

Find a place to sit, ideally with a view of the busiest area. Put on your Margaret Mead hat and get curious.

What is the flow of users?

Where are they coming from? Where are they going? Where are they congregated? How does this behavior inform the placement of your signage, both fixed and temporary? Is anyone lost or confused? Is the flow of movement efficient?

A visitor will most likely not tell you that a sign could be in a more helpful place, or include a more clear message, but watching traffic flow for just 5 minutes during a busy time of day will.

How are people using the space?

Furnishings? Accessories? Signage? Is there anything that can be added, moved or removed to improve the user experience?

What do you hear? 

Watch and listen to interactions with staff members: How are valets handling car flows? How are security and staff members handling check-ins? What phrases, questions, comments, and expressions are you hearing by those passing by?

Is there music? Is there clanging? Is there a buzz of energy or a din of chaos?

How does what you see align with your original vision?

And how is what you currently see aligning with users needs? Or not aligning?

Celebrate, ideate and take action.

Make a note of what’s working well or better than you envisioned. Reach out to staff or managers to pass on positive feedback and reinforce what’s working.

Address neutral or negative observations with a 30-minute afternoon brainstorming session. Bring issues to light and invite team members to share ideas for shifting the user experience toward the positive and in a way that is more aligned with your original vision.

Periodically repeat the steps above, to remain attentive to and nurture the brand you have so carefully built. Leverage the power of space to convert customers to a happy army of brand advocates.

Share your story.

Have other ways that you find objectivity in the familiar? Or tips for furthering the connection between your audience and your brand through curated spaces? Send us an email, we’d love to hear more.