Make your brand DNA clear through your customer experience

Have you heard about MOO? Ian Sanders just wrote about them on BNET, a site I read on a regular basis.

You’ve either heard of MOO or you haven’t. And if you have, I bet that like me you’ve recommended loads of people to their site, where they’ve fallen in love with MOO business cards. So how has this four-year-old company from London made such an impact on the marketplace, earning a reputation among creatives and start-ups in the digital world? Here are some of the reasons this company of just 32 people has acquired customers in 181 countries:

It’s a game-changer: Like any innovative brand, MOO is refreshingly different. Business cards used to be expensive things you got your designers to organize and get printed. Along came MOO, with a web-based offering where you could upload your own artwork or use one of their templates — all for just £12.99 (about $20) for 50 cards.

It’s customizable:  Every card or sticker in a pack can carry a different image, giving clients a huge scope for customizing their message to different audiences.

It offers incentives: Moo offers referral codes for introduction to friends and promotions for discounts and special offers.

It’s personality-driven: The brand oozes personality from the website all the way through to the packaging when it lands on your desk.

It’s user-friendly: The website is easy to use and easy to upload to.

(By Ian Sanders @bnet)

The things that make MOO work as an experience?
  • They have and know their brand DNA.
  • MOO communicates their brand DNA through every touch point.
So as a business ask yourself this.
  • Do you know who you are as a company?
  • Do your employees know and live the company DNA, ARE they the company DNA?
  • Do you know all your customer touch points?
  • Are you communicating your brand DNA through all touch points?
What is way in which you as business owner, manager could do this?
  1. Map out your customer touch points.
  2. Format quantitative and qualitative questions that objectively measure each touchpoint.
  3. Give this questionnaire to a boatload of friends and have them shop at your shop.
  4. Compile all the data and check if it shows your brand DNA come through.
When is the last time you evaluated your customer experience?

Plug: For a great book about connecting the brand to the customer experience check "Design Thinking" by Thomas Lockwood