You can’t afford to let people down
Have you noticed that we are talking less about branding, identity and marketing. Instead the conversation is about experience, shared purpose and delivering on our promises.
Consumers see the gaps between the promise of a product or service and the organisation, resources and people that deliver it. A lack of trust can develop, relationships become fragile, new ideas resisted and consequently businesses find it harder to grow and as a result stagnate.
Social media has compounded the situation, critics have the power to spread the word about their experience faster than any marketing can manage.
As a designer I’ve been asked to help create and manage expectations. My aim is to make things engaging, relevant and attractive in every sense. Championing the needs of a consumer above that of an organisation and designing the touch points that lead to a satisfying experience.