Deliver Your Brand Promise at Every Touchpoint
Brand Experience & Service Design: leave with a touchpoint map, experience principles and one designed signature moment.
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What this session would cover
Proposed outline — the mentor finalises the agenda once this topic is scheduled.
- 1Why brand experience & service design matters — the common problem: Marketing promises one experience while customers receive a different one.
- 2Core concepts in plain language: Brand touchpoints, customer journey mapping, service blueprints, experience principles, signature experiences, onboarding
- 3Going further: employee behavior, service rituals, customer expectations, moments of truth, service consistency, brand promise delivery
- 4Framework walkthrough: Distinctive Asset Grid, Customer Journey Maps, Service Blueprints
- 5Practical workflow, built live: A touchpoint map, experience principles and one designed signature moment.
- 6How to measure it: Logo recognition, Distinctive-asset recognition, Customer satisfaction, Customer effort
- 7An illustrative case (a fictional example, not a client result), then live Q&A on your own situation
Who it's for
- • Founders and business owners
- • Brand, marketing and design teams
- • Freelancers and agencies building brands for clients
You'd leave with
- A touchpoint map, experience principles and one designed signature moment.
- A working understanding of Distinctive Asset Grid and Customer Journey Maps
- A short list of measures to track: Logo recognition, Distinctive-asset recognition, Customer satisfaction
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