✨ The Power of EPOC
Hello! Adam Thornhill here. ‘The Podcast Guy’ saving you 10 hours a week.
Enjoy the 159th Podup, with special thanks to ChatGPT Consulting - a proven 4-week program to transform your team’s productivity and creativity.
Today, you’ll learn the power of EPOC thanks to My First Million.
Make space in your memory. You’re about to learn a new acronym. It’s the ultimate simplifier for your branding efforts. It’s so clear that your entire team will get on board. Introducing EPOC—Every Point of Contact.
How true brands are made
Once you decide what you're all about, every point of contact must reflect that.
If you're a luxury brand but your customer service hotline is some janky old web form, then it's not EPOC.
Unfortunately, this is common for many businesses.
You often have the founder with their beliefs, the revenue team trying to boost conversions with pop-ups, and the creative director who isn’t even invited to meetings.
This lack of congruence can be felt by customers, even if they can’t pinpoint it.
When done well, a brand is congruent at every touchpoint.
That’s why the Apple Store looks the way it does, the iPhone looks the way it does, and the commercials look the way they do.
Everything aligns perfectly, but it’s rare to see this done well.
Shaan Puri
Why it matters
Every interaction should echo your values. Miss one, and you start eroding trust.
From the moment a customer lands on your website to their experience with customer service, these small details shape the perception of your brand.
Half measures won’t cut it. Define your positioning with absolute clarity. Align every decision around your core values. Anything less, and you’re sabotaging your brand.
Next steps
Ready to use EPOC? Here’s your roadmap:
Revise your positioning. What emotions do you want customers to feel? What’s non-negotiable in your customer experience?
Dissect customer interactions. Examine every touchpoint with a magnifying glass. Your website, customer service, and marketing. They must all align. No exceptions.
Start brand rituals. Create small, daily practices that reinforce your brand values within your team.
Your thoughts
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