Gearmark and Experiences
People often ask what "Gearmark" means as a word - so to sum it up:
Gear = Process
Mark = Brand
Gear + Mark = Process + Brand = Experience
Customer Experience is created by defining company processes with brand values in mind.
A company's brand should be experienced beyond colors, logo marks, and words. It's about it's values. A logo is a visual expression of its values. A company's colors reflect the feeling of a company's value. The words it uses shows how it wants to be perceived by customers and prospects. The way a customer interacts with a company - the call flow, the customer support processes, the sales process - should incorporate the brand values.
By allowing your brand values to influence the definition of your processes, you are creating a unique Customer Experience for your organization. How a company interacts with customers and prospects reflects its personality in the same way as how an individual interacts with the people around him reflects his personality. (You can read more about this in our paper on Methodology).
Gearmark was previously focused on User Experience - web and mobile, apps and Web sites for lead gen. However, with the convergence of communication technologies and the growth of conversations driving experiences, there needs to be greater consideration given to the entire Customer Experience. How a customer, prospect or even employee interacts with a company's sales team, customer service team, or accounts payable should reflect its brand. And although there can be nuances about the flow and process based on values - there should be consistency across all channels.
And contacting your company should be EASY.
And that's where Gearmark can help. We provide suggestions and guidance for changes to your processes that makes it easy for your customers and prospects to communicate with your company.
Mary Brodie, Founder & Strategist
I am an experience strategist and designer. I have helped companies get results from their Web sites, Web/mobile apps, customer service organizations, lead generation systems and phone lines for over 20 years. I was thinking about Customer Experience long before the term existed.
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