This is Broken - Can Break Your Brand Credibility

         

Seth Godin spoke last year at the 2006 Good Experience Live Conference (GEL 2006) and introduced this notion of “This is Broken” referencing the blog of the same name. The talk is entertaining and revealing. Seth is so great at offering comedian-like insights to the stupidity of large organizations that lose control over the little things. Those little things in aggregate and sometimes all on their own can really impact your brand credibility.

It is a 20 minute video and good fun but the underlying message is take a good look at the details for your brand. Do the things you are creating add credibility or diminish it. How is your customer service practices and how are they enhancing all your efforts. Are your efforts to track consumers actually hindering their user experience? I am sure you can think of hundreds more.

Thanks to Rikki Arundel over at Speaking and Marketing tips Blog for the post that tweaked me onto this as well.

       

eth Godin at Gel 2006 http://www.gelconference.com http://www.sethgodin.com

Comments

[Suzanne Lieurance]

I loved this. I had my husband watch it after I did. He now has a new term to describe instruction manuals that leave out important steps in the instructions. He tells me they are "broken."

Suzanne Lieurance
The National Writing for Children Center
http://www.writingforchildrencenter.com

[Israel Rothman]

Years ago there was a guy who did a websitesthatsuck.com site and he became a syndicated columnist for years with PC magazine (Dave, retired now)

At the time, I remember thinking how underhanded this tactic was, then being amazed at the results (frankly, his website sucked!)

I learned form the experience about the importance of understanding the mentality of the readers: that journalism is often negative for a reason.