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Post under category: Brand experience

Building Brand Loyalty One Service Call At A Time

Building Brand Loyalty One Service Call At A Time

At precisely the promised time, there is a respectful knock on the front door of our home.

Upon opening the door, a familiar warm smile, a polite greeting and introduction greet me. Years have added a few more lines to the face. But those lines seem to have deepened the warmth that radiates off the gentleman who has arrived to fix a finicky dryer.

Tony has been repairing appliances

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A tale of two brand experiences

A tale of two brand experiences

In the past couple of weeks, I’ve experienced opposite ends of the brand experiences spectrum from two well-known brands.

One was Crave TV, owned by media behemoth Bell Media and the other was Dollar Shave Club, the plucky start-up that initially got noticed thanks to a viral video put together by its founder and eventually acquired for $1billion by Unilever.

Issue Settled

With Dollar Shave Club, I had

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Brand Experience Builds Brands

Brand Experience Builds Brands

  Brands Can Thrive by Focusing on Brand Experience Two tales of brand experience. In January 2011, a Southwest Airlines flight from Los Angeles to Denver was delayed by the pilot and crew so that a desperate grandfather could get to the bedside of his dying three-year-old grandson before the little boy was taken off life support. In August 2017, an Air Transat Flight in Ottawa sat on a steamy tarmac for six Read More