A brief but good article from Forbes.com appeared today called Building a Better Brand. The author discusses steps companies, and service providers in particular, are taking to manage their brands. Importantly for us, one source said, "service companies are most dependent on customer contact experiences to manage their brands, since it's mostly people rather than products driving the consumers' satisfaction. Few things can hurt a brand's word of mouth like a rude hotel desk clerk, a high-pressure stockbroker or a perpetually late airline with unsympathetic flight attendants." Something to think about for us librarians too!
Also, the article references a Forbes.com special report on communicating. I haven't read it over yet myself, but it looks like an incredible resource! For library-types, it includes sections on "Cutting Edge Computer Interfaces," "Coolest Communication Devices of the Future," and "Ten Things you Communicate Unintentionally."
Monday, November 07, 2005
Much ado about branding
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Libraries are more than just collections of books and other materials. Libraries are dynamic forces in their communities with the power to improve lives. Modern marketing demands that librarians look beyond their traditional roles ("outside the book") to find new ways to connect with people and further their success.
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