Brand experiences are interactions so impactful and uniquely identifiable to a particular company, they essentially define the brand in customers’ minds, distinguish it from competitors, and favorably influence future behaviors. An outstanding brand experience is one that takes a unique and compelling positioning and infuses it into every touch point throughout the customer journey—from initial awareness through purchase and advocacy. Touch points such as Apple’s Genius Bar, Peloton’s Interactive Leaderboard, and Nordstrom’s exceptional customer service are great examples of a meaningfully differentiated brand positioning being brought to life through customer experience. In this presentation, Mitch will guide you through the key steps required to both identify and craft the optimal brand experience, and to ensure its successful development and execution.

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