Customer Experience branding means consistently living up to the expectations that you set with your customers.
In the restrooms at Baltimore Washington International Airport(BWI), there are signs on the wall that say, "We take pride in the appearance of our facitilities..."
On the wall opposite that sign, was a broken paper towel dispenser.
When publicly setting expectations, don't ever not deliver on them.
In my prior visits to BWI's restrooms, they indeed displayed their pride in appearance. Perhaps this time was just an anomoly. But an anomoly for me may have been the first impression for another customer, and therefore, one that painted an entirely different picture about the BWI brand and reputation.
The point is this:
When you publicly set expectations with your customers, do whatever it takes to live up to them. Do whatever it takes, to prevent the anomolies from happening. Be reliable, and be consistent.
