In my last post, I talked about the importance of clear brand identity or brand essence to shape the branded customer experience you seek to deliver. I also suggested that much of your customer experience is reflected in the stories shared along the consideration, purchase, service, and post-service journey of your customers. As such, your stories are powerful tools for building and enhancing your brand and your branded experience.
This week’s teacher is Southwest Airlines.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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