074: Denise Lee Yohn, Brand-Building Expert

Denise Lee Yohn, author of  Extraordinary Experiences: What Great Retail and Restaurant Brands Do, discusses the concepts of restaurant and retail stand-out experiences. Unique Opportunities in Restaurant and Retail Experiences Denise has researched and made sense of what really makes an experience profitable, sustainable and special in retail and restaurant environments.  The best brands stand for some people, but not for others. Shoring up emotional loyalty and advocacy is an important piece of the proactive experience, especially before a crisis happens. Using examples from Red Bull, Chipotle and others, Denise discusses the best ways to provide something special for customers in these environments. Denise Lee Yohn, Brand-Building Expert Denise is the author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest (Jossey-Bass). She frequently appears in national media including FOX Business TV and USA Today. She is a regular contributor to Harvard Business Review and Forbes and her talks have inspired and taught thousands of CEOs, CMOs, and entrepreneurs around the world.  Connect with Denise deniseleeyohn.com Twitter Related Content Denise’s book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest Jeannie’s blog, Retail Trends: How to Build Customer Confidence Episode 30, Convenience, AT&T’s Diane Magers, and Department Stores Sponsor Message Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.    Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices