I’ve been a fan of Susan Keane Baker since we first met at an NSA-NY Chapter meeting in NYC at least 15 years ago. Class acts have a way of being class acts from the get-go. Susan’s brand experience is excellence, depth and connection and she’s delivered that consistently in our friendship and professional relationship since day one.

It was from Susan that I learned how important the personal touch is. She’s been sending out a print newsletter for over a decade. She mails several thousand at a time and hand writes a message to each recipient. Who does that anymore?!

Every newsletter I receive from Susan is packed with valuable content on her subject: improving the patient/health care practitioner relationship. Of course, substitute the word “client” for patient and “service provider” for health care practitioner and her advice resonates loud and clear.

Each time I open one of Susan’s mailings, and they come quarterly, I think to myself, will there be a message in this one? Is it really possible for her to do this repeatedly?

I was not surprised then, but ever delighted, when I opened up her most recently mailed newsletter and found not “Happy Fall!” or “Hope to see you soon!” but a truly personal, hand-written note acknowledging my new webinar launch. That’s the Susan experience.

What’s your brand experience, and when was the last time your client/patient/customer had a taste of it?