Monday, November 07, 2005

Much ado about branding

A brief but good article from 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 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."

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