The Little Things You Do Out-Communicate the Big Things You Say

From What Great Brands Do:  All the little things you do — or fail to do — for your customers in person will out-communicate the big things you clam through mass media.

This is a good reminder in this season of big budget advertising campaigns.  According to a recent study from Nielsen, last year’s fourth-quarter represented more than half of ad spending in the jewelry, video games and toy sectors for all of 2013.  Advertisers in traditional gift segments, such as jewelry and tech products, spent nearly $2.5 billion during the fourth quarter holiday season last year.  I wonder how much these same companies have invested in employee training, customer service, and customer experience design?!!

related quotes from What Great Brands Do:

• every customer contact is an occasion to enhance your brand’s value
• a brand is a promise delivered
• a brand is what you do

customer experience design, little things you do, holiday ad spending, holiday ad trends, in-person customer service, WGBD