SlideShare a Scribd company logo
building a
BETTER
BRAND
exprerience
Brand Experience Class
building a
BETTER
BRAND
exprerience
Brand Experience Class
What’s inside :
Opening
Let’s talk about brand
The Value of Experience
Customer’s Experience
Closing
What is your favorite movie?
How we can get
through to almost
anyone
When was the last
time you being
heard?
How does it feel?
Want to help
someone you care
about become
a better listener?
Start by listening
to them.
To understand and
respond to another
person’s dreams, hurts
and fears is the most
potent tool you’ll ever
discover for getting
through to anyone you
meet
To strengthen your
interpersonal influence,
Win hearts and minds
instead.
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
from resisting to listening
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
from listening to considering
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
from considering to willing-to-do
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
from willing-to-do to doing
Next time you’re trying to
get through to a difficult
person, try following this
Persuasion Cycle:
from doing to ‘glad they did’ and
‘continuing to do’
Make another person ‘feel
felt’ and win their hearts;
make them feel valuable
and you’ll touch them in a
much deeper way.
How likely are you to
make a snap judgement
about a person you meet
for the first time?
Just. Listen.
How far your market
research going?
Remember,
you are NOT ALONE
Remember,
if we fail doing this we
fail to listen more
Let’s talk
about BRAND
What is
BRAND?
‚what people say about you when
you are not in the room‛
Jeff Bazos – CEO Amazon
‚Abrandisaperson’sgutfeelingaboutaproduct,service,orcompany‛
-MartyNuemeier,TheBrandGap-
Why
BRAND?
Navigation
Reassurance
Engagement
Navigation=Brandshelpconsumerschoose
Reassurance=Brandscommunicatetheintrinsicqualityofthe
productorserviceandreassurecustomersthattheyhavemadethe
rightchoice.
Engagement=Brandsusedistinctiveimagery,language,and
associationstoencouragecustomerstoidentifywiththebrand.
What is AIESEC’s
BRAND?
The way we make decisions.
How we deliver our
operations.
Micro-experiences
management.
Answers the question: ‚Why
would I join AIESEC?‛
(benefits and external value).
Who is our target.
What we do.
Differentiator.
Brand positioning BRAND EXPERIENCEBrand promise
Brand Strategy Brand operations
What is AIESEC’s
BRAND?
Brand positioning
What is AIESEC?
The Global Youth Network Impacting the World
Through Leadership Development Experiences.
Brand promise
Brand attributes:
Daring.
Diverse.
Inclusive.
Dynamic.
impactful.
Brand manifestations:
Responsible leadership.
Global.
Collaborative and democratic.
For youth by youth.
Social entrepreneurship.
*brand characteristics that
influence how we communicate
externally.
*desired external reputation based on the
attributes that define us as an organization.
How BRAND
happening?
Brandhappensbecausepeoplestory.
Conversation isoutthere.
Whattheysayabout ourbrand,IT'SOURBRAND
Everycustomerhasastorytotell
Everystorybuilds ourbrand
Let’s take a look
of BRAND CASE
Evolve the
Experience
Buildplatformtocreate
feedbackandimproving
customerexperience
Remove friction
At every customer touchpoint
‚Thebusinessesthatutilize
technologytoenhancetheir
customers'experiencesaregoingto
bethebigwinnersintheyearsto
come.I'ddefinitelyputStarbucksin
thatcategory‛
KevinJohnson,CEOPresidentStarbucks
Starbucks customer’s
share is dominating
Millionsofphotostagged
#starbucksacrosssocial
mediaplatform
Starbucks focus in
Evolving Customer Experience
The value of
Experience
Brand as a
VERB
intoday’sattentioneconomy,consumershavecometocarelessaboutwhat
brandsaresayingandmoreaboutwhatthey’redoing.
Whichiswhyweseebrandstodayasmoreafunctionofhowtheyact...how
theyengagewithandaroundconsumers...as verbs.
inaworld of brands as verbs, what you doin
REAL LIFE
iscritical tohaving a
REAL IMPACT
Understanding our
CUSTOMER
People don’t buy stuff.
They buy what stuff does for them
..and themost powerful experience isthe feeling
ofbelonging
Understanding our
CUSTOMER
Because we’re social by design
And we craved to share experiences
Understanding our
CUSTOMER
content
What we
make for
them
Context :
The Experience
What we
mean to
them
Understanding our
CUSTOMER
How we should make the ‘context’?
Focus less on ‘positioning’,more on ‘feeling’
Understanding our
CUSTOMER
They will soon forget about what we said
But they will remember how we made
them FEEL
Experience the
VALUE
3 principlesof building brand experiences:
Entice = Draw People In
Engage = Broaden the Conversation
Extend = Make them Believe
Experience the
VALUE
Brandstartintherecruitmentprocess
Yourpeopleareyourbrand
brandstartsinsideyourcompanywithyourcompanyculture
brandisnotthestrategy..it'swhoweare
Experience the
VALUE
‚inthisever-changingsociety,themostpowerfulandenduring
brandsarebuiltfromtheheart.Theyarerealandsustainable.
Theirfoundationsarestrongerbecausetheyarebuiltwiththe
strengthofthehumanspirit,notanadcampaign.‛
HowardSchultz,CEOStarbucks
AIESEC’s
Experience Flow
Customer
Journey
Re-defining
Customer Path
Aware Appeal Ask Act Advocate
Initial appeal is
Influenced by the ‘community’
To determine attitude
Customers now actively connect,
Building ask-and-advocate relationship
Loyalty is ultimately defined
As willingness to advocate
A brand
Re-defining
Customer Path
Aware Appeal
Customer is in passive stage,
Brand awareness source :
1. Marketing and Communication
2. Community recommendation
3. Self-experience
Customer unconciously
making list about brand
they curious about.
First impression is the key
to unfocused costumer
Re-defining
Customer Path
Ask Act
Customer is in active stage
They constantly ask and search
about brand through their
community and the brand itself.
This stage is the important
factor of purchase decision
The highest engagement
between customer & brand
How we deal with complain
is the most important interaction
Advocate
The phase where customer’s
give advocacy/suggestion
to others about your brand
Re-defining
Customer Path
Ask Act
Customer is in active stage
They constantly ask and search
about brand through their
community and the brand itself.
This stage is the important
factor of purchase decision
The highest engagement
between customer & brand
How we deal with complain
is the most important interaction
Advocate
The phase where customer’s
give advocacy/suggestion
to others about your brand
Let’s take a look of
CASE STUDY
They create
CUSTOMER PATH
They create
PLANNING TOOL
Insight
FlyingmeanstimeawayfromhomeorworkQuitea
fewtravellerswanttoarrivejustintime
Solution
Lufthansasupportsthosetravellerswitha
search/planningtoolthatisbasedontheactualtime
oftheappointmentallowingforpreciseplanning
They create
INFO PRINTABLE
Insight
Inordertohavetheimportanttripinformationinone
place,travellersoftenkeepahand-writtennotewith
them
Solution
Lufthansaaidswithaconvenientprintableoverviewof
theimportanttriprelateddatagivingsecurity
Find out more
http://www.slideshare.net/chrisdudeberlin/the-
experience-is-the-message-creating-unique-airline-
brand-experiences
Connecting
the dots
Brand
EXPERIENCE
Asimplewaytounderstandhowourtargetaudiences(members,supporters
andenablers)experience(orinteractwith)theAIESECbrand.
TheinteractionsandtouchpointstheyhavewithAIESECwillshapethe
impressionofwhatAIESECistothem,andbybeingconsciousofthiswecan
managethekindofexperiencewewouldlikeourtargetaudiencestohave
withAIESEC.
We want to be the
Youth Leadership
Provider of the World
We are the ones responsible
for how we’re perceived by the
world.
Belief and Communicate
MC LC
• BUILDS A STRONG NATIONAL BRAND:
Creates and provides the overview and
direction of the brand you need to build
for the entity as a whole
• CUSTOMIZES THE GLOBAL
PERSPECTIVE and ORGANISES
NATIONAL RESOURCES:
Driver of activating to resources and
knowledge of what’s happening across the
Global network and across different LC’s
within the entity
• LOCAL MARKET EXPERTS- they are the best
capable of customizing national messages down to
what’s relevant in their campuses. They are the ones
who need to step up in creating the DETAILS of
campaign tactics and collecting content from the
experiences they deliver.
• FRONT-LINE Implementers- HR is most powerful on
the LC level. Members need to be clear about how
to represent AIESEC brand and communicate the
campaign messages.
AIESEC is About People,
and every person has a story
AIESEC today is made up of 100.000+ stories,
So, if we tell our story, just maybe
It will be loud enough for the world
to hear
your
ASSIGNMENT
Defineourcustomerjourney,andfindtheproblem/insightin
eachpath
Marketing:ExchangeExperience
PR/IM:Event
ShareinE-MailThreadbythelatest12thJune2015
make
BIG CHANGES
bytaking
LITTLE STEPS
everyday

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