"Every single time you purchase something, whether that's the experience, that is a brand. People are expecting something from that brand. Everyone's brand is different."
 — Connie McCaw, Guest Experience Management Services

Are You Living Your Brand? with Connie McCaw

Session 121

Branding. A word that you probably hear all the time but might not really understand. Connie McCaw joins in this week to explore how your brand translates into someone else’s experience. A consultant and strategist with Guest Experience Management Services, Connie knows a thing or two about what goes into creating the ideal guest experience — and it comes from everyone involved. When you think about your favorite product, like Apple as Connie used as an example, there are probably a few things that pop into your head first, including guest services and your experience with that product. This is important whether it’s a product or a museum. A brand really equals your culture, Connie says.

She and Beth discuss:

  • How do you know when it’s time to work on your brand?
  • What people get wrong most often when it comes to branding and thinking about what branding (and rebranding) means?
  • How your staff and your donors are connected
  • Where should an organization who is working on their brand and culture start?
  • How your brand can act as a style guide for steps, service and delivery
  • What are some of the things that the best leaders do at the beginning of the branding process to create momentum?
  • How do you know if an organization has a problem with their culture?

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