Sonder | Everything communicates, so everything matters
All of these touch points are real. Some good. Some bad. But all communicate. So all of them matter.
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Everything communicates, so everything matters

Everything communicates, so everything matters

All of these are real.
Some good. Some bad.
But all communicate.
So all of them matter.

An airline whose receptionist has a welcoming smile on her face
A gym with a deflated balloon hanging off their sign-up sign
A design business with an interesting font on their business card
A technology business which turns up late to every meeting
An entertainment business which has bands playing in the office
A telecommunications business whose call centre has trouble communicating
A glamour magazine with a clothing allowance for staff
A restaurant with a full answer phone
A health food business with free samples which include carrots & celery sticks
A supermarket with a rotten smell in the fresh fruit area
An online retailer which rewards long phone calls with customers
A hairstylist with a messy newsletter
A business famed for innovation with the latest touch screen technology storewide
A huge furniture business claiming to make your life easier, with 3 parking spots at the collection point

Brands are created and organisations are loved by everything a customer touches.
EVERYTHING.
So don’t leave anything to chance.
Take care to ensure every detail delivers on your purpose.
It could be the difference between being an also-ran and greatness.