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Brand experience strategist Tish Gance explains her approach to improving business processes and customer experiences. In this episode, Tish emphasizes understanding the customer's perspective, simplifying processes, and focusing on essentials.
Join us as we discuss integrating service design, UX, UI, and CX to map the customer journey and identify pain points through customer interviews and active listening. Tish challenges reliance on marketing personas, advocating for psychographic understanding that helps brands craft messaging that resonates.
During the conversation, she explains the importance of researching behavior and content placement and focusing on customer outcomes rather than features. Tish highlights service and equipment for satisfaction, the website's marketing role, and learning from others’ mistakes, like Tiffany’s marketing failure alienating core customers.
Key takeaways are retaining customers with great service, research-driven marketing focused on outcomes, and avoiding exclusion of existing customers when targeting new ones.
True to our approachable yet authoritative brand voice, we tackle simplifying customer journey friction with Tish’s decades of C-suite marketing perspectives. With clear guidance, she spotlights actionable solutions focused on customer outcomes over features.
In this practical episode filled with actionable advice, you’ll grasp exactly how research, mapping and simplifying CX builds raving fans. From website design to targeted content placement, we help confidently elevate marketing ROI.
We wrap with an inside look at Tiffany’s epic brand blunder alienating customers - an unforgettable example of incorporating existing audiences. Let Tish save you from a #marketingfail!
Owner & Brand Experience Strategist
Hi, I'm Tish. I'm not a marketer, nor do I play one on TV. I'm a strategist, messaging expert and Brand Mechanic... I see your marketing as an engine, part of the greater whole of the car that is your business.
My clients are typically Niche, Boutique, or Luxury brands who seek to dominate their markets with exemplary Customer Experiences on and offline. They always excel at what they do, but are struggling or confused on how to demonstrate it in their marketing, messaging, and sales efforts. They've tried some tools, maybe hired an agency, or attempted their own campaigns, yet feel they are missing the mark when it comes to growing a new customer segment or attracting more ideal customers.
You may be thinking... "But Tish, if you're not a marketer, why should I work with you vs. someone who specializes in a specific kind of marketing or in my specific business model?" Well, I'm glad you asked.
Asking a Focused Marketing Expert if they can help you with lagging sales is a lot like going to the Auto Dealership and asking the lead sales guy why your car keeps stalling out. Even if he has a tech background, his job isn't to fix your car... it's TO SELL YOU A NEW CAR. And preferably one from his lot with a nice fat commission.
Similarly, you might be savvy and your team is exploring new marketing avenues... Using the same car analogy: are you considering adding a wing to your minivan, just because wings are the new marketing darling? Are you adding racing stripes to go faster because your com… Read More
