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.
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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