Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers.”
“Customer service is about making the client happy. We do this by using our subject matter expertise to solve their problems. We need to make sure that we are addressing all of the client’s needs to elevate their customer experience.”
“When we make mistakes, we own them. First, we apologize. Second, we take ownership and responsibility. Third, we solve the problem and figure out how to move forward without blaming anyone.”
“We always ask ourselves, “Could it be better?” There’s always room to be better, try harder for our customers, and approach things with optimism.”
Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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