Great Brands Create Extraordinary Experiences
Quotes by Mitch Joel, Mark Di Somma, Adam Toporek, Jeannie Walters, Mike Wittenstein, and
Denise Lee Yohn12/22/2015 1
© 2015 Denise Lee Yohn, Inc.
image credit: Clear Image
© 2015 Denise Lee Yohn, Inc.
Customer experience is the ultimate
manifestation of your brand.-- Denise Lee Yohn
image credit: Riverbed Signwords
© 2015 Denise Lee Yohn, Inc.
Every day the expectations of
customers are changing. -- Jeannie Walters
image credit: James Fryer
© 2015 Denise Lee Yohn, Inc.
-- Denise Lee Yohn
Creating great customer experiences is simple but it's not easy; you have to make very deliberate decisions and work at it very hard.
image credit: SGE International
© 2015 Denise Lee Yohn, Inc.
A good customer experience is the
birthplace of word of mouth.-- Mike Wittenstein
image credit: Ignite Spot
© 2015 Denise Lee Yohn, Inc.
Brands can make big, bold promises in their advertising, but it comes down to the little things they do for people in person in the customer experience that really make the biggest impressions. -- Denise Lee Yohn
image credit: Cappas at Intelli Venice
© 2015 Denise Lee Yohn, Inc.
If you don't proactively think about micro-interactions -- those really small moments that make a huge difference that are often overlooked -- and if you don't design the experience for your customer that way, it's really easy to have something be kind of meh instead of magical.
-- Jeannie Waltersimage credit: Simeon Nelson
© 2015 Denise Lee Yohn, Inc.
Brands need to be informed by
customers but led by their brand. -- Denise Lee Yohn
image credit: Stayin’ Safe
© 2015 Denise Lee Yohn, Inc.
Using your brand as a decision-filter is
a basic principle that gets lost.
-- Adam Toporekimage credit: VividLife.me
© 2015 Denise Lee Yohn, Inc.
Being transparent
is an operating philosophy…
-- Denise Lee Yohnimage credit: Larry Keiter
…a way of managing your business, being the same on the outside as you are on the inside.
© 2015 Denise Lee Yohn, Inc.
Great brands have the discipline to say
“no” to growth opportunities that may
produce some kind of short term
benefit but rarely pan out to be
profitable, sustainable, and valuable in
the long term.
-- Denise Lee Yohnimage credit: aviewfromtheright.com
© 2015 Denise Lee Yohn, Inc.
Brand is the least likely suspect when things are going well…
-- Denise Lee Yohnimage credit: Attitudes 4 innovation
and the most likely suspect when things are going badly.
© 2015 Denise Lee Yohn, Inc.
A brand is the handbag of the ego. You take it with you and it says things about
you. -- Marc Di Somma
image credit: Simply Oloni
© 2015 Denise Lee Yohn, Inc.
…could be as detrimental to your business as not growing at all. -- Denise Lee Yohn
image credit: Fruition Partners
Growth at all costs…
© 2015 Denise Lee Yohn, Inc.
Brands of all size can learn
from brands of all size. -- Mitch Joel
image credit: 3miliondogs.com
© 2015 Denise Lee Yohn, Inc.
by Denise Lee Yohn, keynote speaker and
author of What Great Brands Do: The Seven
Brand-Building Principles That Separate the Best
from the Rest (Jossey-Bass) and the new book
Extraordinary Experiences: What Great Retail
and Restaurant Brands Do
http://deniseleeyohn.com
@deniseleeyohn