What I think is interesting is how much these truths hold true for any branded experience. Whether it's a retail store, a hotel, a product or service brand, Kawasaki's 1o tips are another way of discussing branded customer experience.
- Focus on your customer’s needs.
- Foster many-to-many relationships.
- Think local.
- Don’t create “more.”
- Foster peer celebrity.
- Say “hey.”
- Let your advocates advocate.
- Don’t merely moderate.
- Keep it simple. J
- Observe the 1-9-90 rule.
I love #4 too - "Don't create more". Just because it's out there doesn't mean you need to add it to your brand experience. What does your customer want? How will you provide that better than anyone else, and in a more memorable way?