This question has come up several times, usually in the context of brand re-development: Do we invite customers to participate in our re-branding process? That can be a tricky proposition for two reasons: First, customers are busy, and if they are great customers, they probably appreciate that you respect their time and treat it with efficiency. When approached with questions about a supplier’s brand, they may be quick to offer “get-me-off-the-phone” responses like, “They service us well and their pricing is good... Have to run.” Click. Answers like these offer little insight when it comes to understanding a brand’s true unique value.
Also, if approached in the wrong manner, customers might find the inquiry a little weird, or perceive it as a lack of confidence or conviction in your brand: “Why on earth are YOU asking ME who YOU are? That’s up to you to figure out.“
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