The Intangible Brand
Welcome to The Intangible Brand, where we explore the connection between employee experience and client experience, and the hidden forces that make brands stick. Each episode offers practical insights and inspiration for building a brand people are proud to work for — and eager to work with.
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The Intangible Brand
Ep 14 - Perspective Over Demographics | Susan Baier
In this episode of The Intangible Brand, Jerry and Carl sit down with Susan Baier, founder of Audience Audit, to explore how professional service firms can build stronger brands by understanding what their audiences actually believe, not just who they are on paper.
Susan explains why demographics and generic personas often fall short, and how attitudinal research helps firms sharpen their point of view, create more relevant thought leadership, and earn trust over time. We talk about what clients really expect from expertise-led brands, how original research becomes a long-term differentiator, and where AI supports marketing teams versus where it risks flattening credibility.
We cover:
• Why perspective matters more than demographics
• What attitudinal segmentation reveals that personas miss
• How custom research creates defensible differentiation
• What clients actually want from thought leadership
• The role of trust, substance, and experience in brand building
• Where AI helps and where it can quietly erode credibility
Recommended resource:
• Exceptional Experiences podcast by Neen James
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