‘Why would someone actually buy from you, your brand needs to represent this from all touchpoints?’
I know I keep approaching this from a different angle, but branding is a complicated thing. I will say once again, your branding represents several things over many touch points. It is not just your logo printed on a mug, why would someone actually buy from you, be honest with yourself.
Everything about your brand and its end product should be amplified. This can be done through your logo, visuals, stationary, livery, signage, customer service, sales and more. The experience needs to be remembered positively, even if it was a serious customer service issue. It is how you react to these issues that remain the memorable experience. If your customers remember you, what you stand for and how you treated them, it will be easier for them to recommend you. Ask your customers about everything, then take steps to improve it, your touch points are your marketing too.
