Unleash Your Brand Mojo.

Every business has its own story.
We can help you discover yours, and share it with those who matter most.


Brand Development

Define WHO you are, WHAT you do, and WHY you do it. These are critical first steps in building your brand. On this journey, you'll discover how to stand out from your competition.


Brand Strategy & Planning

Make sure you know who your customers are, and how to reach them. With the right approach to planning and measurement, you will see the biggest return on your investment.


Content & Creative

Grab the attention of your audience and cut through noise with compelling content. Meaningful messaging will connect you with your customers, driving response and results.

See Some of Our Work

Bella Interiors-Westport, CT
Idyllworks-Brunswick, ME
Suspect Device CBGs-Saco, ME

Stories shape who we are—in life and business. And brands connect us to the very heart of the story we want told.

No matter the size of your business or budget, we can help you discover your story and build your brand.

Promises, promises.

We've all been there. Standing in the checkout lane at the crowded grocery store waiting to unload your goods and get going. For me, dreading the inevitable "what IS this?" coming from the cashier while manhandling my spaghetti squash. Or worse yet, said cashier, with a deluge of crud running from her nose, mindlessly swiping produce while complaining that her manager won't let her go home. Retail stores are a fascinating place to observe behaviors which provide insight into the employee experience. And that experience not only reflects, but actually demonstrates the company's true brand-in-action.

Full disclosure, I'm pretty nerdy about customer service. Given that a major component of brand is experience and reputation, I take in the full adventure (at every touchpoint) to assess the value of what I'm getting for what I'm spending. And if my service interaction is in conflict with a company's brand promise, I will readily speak up.

But just as quickly as I am to convey my disappointment with a poor experience, I try to balance that by ensuring the company also knows when it's exceeded my expectations.

Today was one of those days. Cut back to the crowded grocery store. While waiting in line, I noticed the young man who was getting ready to bag our groceries. He looked peakid and a bit off-balance. The cashier, just a few years his senior, supportively and quite candidly checked in with him, urging him to take a few minutes for a break. He effortlessly shifted his focus back to us, when I not-so-candidly threw my husband under the bus by letting him know my better half accidentally tossed a small bag of rosemary under the checkout counter. Not only did the cashier fish out the rosemary, he offered to get us a fresh bunch. After thanking him for his offer and a few moments of snappy banter, he gracefully chimed in with some pretty funny one-liners. All the while, efficiently getting our groceries scanned, bagged and ready to roll. Was this a heart-stopping moment of the best customer service experience in history? Nope. But the point is, some seemingly small gestures and shifts proved that this guy was listening, observing and meeting us exactly where we were. He did his job efficiently, and most importantly, displayed an impressive level of respect and care for his co-worker. We left the store light and happy. I took a moment to tell his manager what a great job he had done upholding the company's service promise of "showing respect for co-workers and providing outstanding service to customers."

Here's the thing: feedback is important. It's the most effective piece of brand insight a company can get — to hear the direct voice of the customer. And there is nothing better than providing that insight when actually in the moment. Both bad and good experiences have a profound effect on brand loyalty, so if a company really wants to have that insight, they'll make it easy for you. And they often do. Surveys and social review outlets are hardly a scarecity. Dimensional Research did a survey in 2013 that showed 95% of respondees who had a bad experience, shared it with others. This compared to the 87% that shared good experiences. And of that subset, those who had bad experiences were 50% more likely to share on social media than those with good experiences.

Here's your challenge, if you choose to take it: The next time you make a purchase from a company, take a moment to learn about their brand or customer promise first. And as you go through the experience of interacting with that company, whether you're online or in person (or both), assess your journey. Did they deliver on what they said they would at every point? Did it meet, exceed or fall short of your expectations? And most importantly, after going through that process, share your experience. Trust me, it matters.

Hope you find joy in your day, and I'll see you next month!


About Us

Mojo Brand & Creative is led by owner, Lisa Muller-Jones. We specialize in brand and content marketing for businesses of all sizes. Our services include brand development, brand strategy and creative development.


Promises. Promises.

Posted on May 2, 2016

Too. Much. Noise.

Posted on April 4, 2016


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