Quality determines the speed of brand entrenchment.
The better the quality of your product or service, the faster your brand would be built and entrenched.
You determine the initial standard but your clients/consumers determine subsequent standards.
If you want to engender brand loyalty, you need to listen to your consumers. They are the ones who know what can ‘wow!’ them and that is exactly what a good brand does – it leaves customers with an exciting and fulfilling feeling. Its actually all about the feeling and experience.
When ‘craigslist.org’ started it was just an email distribution list informing friends about forthcoming tech and art events in the San Francisco area of the United States.
From suggestions and enquiries, the contents of the email and the mailing list expanded till it became a website constantly expanding in line with the demands of their users. The site is now the #7 ranked site in the US and the 25th globally.
This is what the value you place on client feedback can do for you.
How important are your clients to you?
Do your brand values reflect their importance?
Do your customers know it, can they identify it from their interface with your product or service?
You must consistently communicate this in all the interfaces your client has with your product/service. It must be 'felt' by them. They must be satisfied with what you offer.
They are your first marketing communication medium.
