I recently wrote about the dangers of disparity between the customer experience in the social media channel and the customer experience in the traditional channel … and the importance of INTEGRATING your brand messages across all channels.
We also need to make sure that we integrate our brand messages across platforms – both face-to-face and online.
Real-life example: I have been involved with my bank for years – I’m an Advocate, and I go to this bank all the time. This week after visiting my bank in their physical location, I walked out realizing that more often than not, I leave their “store” not feeling good.