#227: What your Brand Says When You're Not in the Room

Right now someone is forming an opinion about your business. Maybe they opened your newsletter, clicked the link in your email signature, found one of your pins, or ChatGPT sent them your way. You aren't there to charm them or explain anything, so your brand has to make that first impression for you.

This week we're talking brand touchpoints: every moment a client or potential client interacts with your business, especially the ones you aren't there to steer. Your logo and colors are the balloon arch at the party. The touchpoints are everything your guests actually walk through, from the invitation to the goodie bag on the way out. If the welcome feels cold, the gorgeous balloon arch won't save you.

In this episode, we cover:

• Why brand identity is only half the picture, and what brand experience covers
• How consistency builds trust (hello, mere exposure effect) and why people judge your website in about 50 milliseconds
• The Primally Pure example: what it looks like when every touchpoint tells the same story
• 7 touchpoints your clients notice that you might not: your email signature, inquiry auto-reply, out-of-office, proposal, invoice, onboarding emails, and offboarding
• A look inside our own auto-reply, OOO, and proposal (confetti GIF included 🥂)
• The Brand Walk: how to audit every touchpoint in one sitting using three questions. Does this sound like me? Does this look like me? Does this make the next step obvious?
• How to sort your fixes by impact and effort so you don't try to overhaul everything in a day
• Why offboarding is the touchpoint most people fix last and should fix first
• 3 quick wins to knock out this week

One polished touchpoint is nice. Seven of them working together is a brand that sells while you sleep. Pick one this week and make it feel like you.

Episode Show Notes: https://duocollective.com/blog/brand-touchpoints

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