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Customer experience · 

7 minutes

Cormac O'SullivanPiggy

Unlocking the Power of Branded Customer Experience: A Guide

Customers are looking for an experience that resonates with them. Integrating your brand identity into the customer's journey can create a unique and memorable branded customer experience. This article will explore what branded customer experience is, its impact on your business, and how you can implement it effectively.

First of all, what is customer experience?

Customer experience (CX) is the sum total of interactions a customer has with a company, encompassing every aspect of the customer journey. From the initial engagement on social media to post-purchase support, CX is a vital component in determining customer satisfaction, loyalty, and ultimately, customer churn. According to a report by Walker, by 2020, customer experience has overtaken price and product as the key brand differentiator.

What is brand experience?

Brand experience, on the other hand, refers to the emotional and sensory connections that customers form with a brand. It's the perception and feelings evoked by interacting with a brand's products, services, or other customer-facing elements.

Creating a strong brand experience involves a well-crafted brand identity and alignment with the customer's expectations. As per Forrester, 73% of customers say that a good experience is key in influencing their brand loyalty.

Now, what is a branded customer experience?

Branded customer experience is the intersection of customer experience and brand experience. It's the integration of your brand's values, messaging, and identity into every stage of the customer journey.

When implemented effectively, branded customer experience fosters customer loyalty and satisfaction by providing a consistent and unique interaction that resonates with your audience. A study by Gartner shows that 89% of companies compete primarily on customer experience, making it crucial to align with brand values.

How does branding affect customer experience?

Branding Sets Expectations

Branding sets the stage for customer experience by creating expectations. When a customer sees your logo or hears your company's name, they anticipate a certain level of service based on their understanding of your brand. For example, if you position your brand as a luxury service, customers will expect high-quality products and impeccable customer service.

Brand Consistency Enhances Customer Trust

Consistency in branding reinforces customer trust and contributes significantly to the customer experience. According to Lucidpress, consistent brand presentation across all platforms can increase revenue by up to 23%. When every interaction – from your website to your customer service – echoes the same brand values and aesthetics, it forms a coherent picture in the customer's mind, increasing their confidence in your brand.

Emotional Connection through Brand Storytelling

Branding allows for emotional connections through storytelling. Well-executed brand stories can evoke emotions and establish deeper connections with customers, enhancing their overall experience. A compelling brand story can give customers a reason to choose you over competitors, improving customer loyalty and satisfaction.

How your customer experience can impact your brand

Customer Experience Reflects on Brand Reputation

Every interaction a customer has with your business contributes to their overall experience and shapes their perception of your brand. According to Zendesk, 87% of customers think brands need to put more effort into providing a consistent experience.

An excellent customer experience reflects positively on your brand reputation, leading to increased customer retention and attracting new customers.

Negative Experiences Can Tarnish your Brand

On the flip side, negative customer experiences can significantly tarnish your brand's image. Dissatisfied customers are likely to share their experiences with others or on social media, which can harm your brand's reputation.

The White House Office of Consumer Affairs found that a dissatisfied customer will tell between 9-15 people about their experience. Hence, it's vital to promptly address any customer complaints to prevent damaging your brand.

Matching customer experience to your brand

Consistency is Key

Maintaining a consistent experience across all customer touchpoints is essential in matching the customer experience to your brand. Whether it's the tone of an email or the layout of your physical store, consistency reassures customers and builds trust. In fact, Forbes identifies consistency as a critical factor in creating a positive customer experience, linking it to increased loyalty and revenue.

Evolving with Customer Needs

Matching customer experience to your brand isn't a one-time effort; it requires ongoing adaptation to meet the changing needs and expectations of your customer base. Analyzing customer feedback, conducting regular surveys, and staying attuned to market trends helps keep your brand aligned with customer demands.

For instance, brands like Netflix have evolved by offering personalized viewing recommendations, matching their brand promise of convenient entertainment tailored to individual tastes.

Training Your Team

Empowering your employees with proper training ensures that they represent your brand accurately at every customer interaction. From the way they answer the phone to their in-person demeanor, their actions should be a reflection of your brand's values. Companies like Chick-fil-A are renowned for their customer service, thanks to intensive training that emphasizes the brand's commitment to courtesy and respect.

Integrating Technology

In a world where digital presence is vital, integrating technology into the customer experience is essential. Offering seamless online shopping, efficient customer support through chatbots, or interactive apps can enhance the customer experience.

Brands like Domino's Pizza have successfully utilized technology, allowing customers to track their order in real-time, which aligns with their brand promise of quick and convenient service.

Building Community

Brands that engage with their customers and create a sense of community foster loyalty and enhance the overall customer experience. Hosting events, maintaining an active social media presence, or even facilitating customer forums can build a community around your brand. Harley-Davidson has effectively created a community through Harley Owners Group (HOG), fostering brand loyalty among motorcycle enthusiasts.

The 3 Elements of Branded Experience Design

1. Brand Positioning

Definition and Importance

Brand positioning refers to the unique space a brand occupies in a customer's mind. It's how a brand differentiates itself from competitors and where it stands in the market. Effective brand positioning helps customers quickly understand what makes your brand unique and why they should choose it.

Crafting Your Positioning Statement

Creating a precise and compelling positioning statement is a critical step in defining your brand. This statement should outline your target audience, what sets you apart, and why customers should care. Nike's positioning statement, for instance, emphasizes inspiration and innovation, setting them apart from other athletic brands.

Aligning with Customer Perceptions

It's essential that brand positioning aligns with customer perceptions. Conducting market research and engaging with customers to understand their views can help ensure that your positioning resonates with them. Brands like Coca-Cola have continually evolved their positioning to reflect changing consumer preferences.

2. Experience Principles

Defining Experience Principles

Experience principles are the guidelines that shape every interaction between a brand and its customers. They act as the backbone of the brand experience, ensuring consistency and alignment with the brand's core values.

Creating Unique Customer Interactions

Crafting unique customer interactions requires a clear understanding of what your brand stands for and what customers expect. For example, Disney’s principle of magical experiences permeates every part of their parks and products. Learn more about Disney's experience principles here.

Maintaining Consistency

Ensuring that the experience principles are consistently applied across all customer touchpoints builds trust and reinforces brand identity. From in-store interactions to online support, consistency helps create a cohesive brand image.

3. Design Parameters

Design Parameters Overview

Design parameters refer to the specific guidelines that govern how a brand's visual and sensory elements are utilized. They include everything from logo usage and color schemes to store layouts and packaging designs.

Creating a Brand Design Manual

A well-crafted brand design manual serves as a blueprint for maintaining consistency across all visual representations of the brand. This includes guidelines for typography, imagery, and even tone of voice. IBM's design guidelines are an example of comprehensive design parameters.

Emphasizing Sensory Branding

Sensory branding goes beyond visuals and includes the sounds, smells, and textures associated with a brand. Brands like Singapore Airlines have utilized sensory branding to create a unique and memorable in-flight experience.

Adapting to Different Platforms

In today's multi-platform world, adapting design parameters for various digital and physical platforms is essential. A brand's design must be cohesive across social media, websites, print materials, and physical locations.

Examples of companies with well-branded experiences


Apple's sleek and minimalist design is reflected in every aspect of the customer experience. From their innovative product line to their iconic Apple Stores' architectural design, they maintain a consistent brand image. Their Genius Bar service aligns perfectly with their brand's commitment to exceptional customer service and technical excellence.


Tesla's brand revolves around sustainability, innovation, and luxury. They create an exceptional customer experience from the moment a potential buyer explores their website to their ownership experience.

The ease of ordering a car online, the design of their showrooms, and their commitment to sustainability throughout their manufacturing process all resonate with the brand's unique value proposition. Read more about Tesla's brand strategy here.


Starbucks provides more than coffee; it offers a "third place" between home and work where people can relax and connect. This brand experience is consistent across their stores worldwide, with their signature store design, community tables, and, of course, their coffee. Their mobile app, which integrates ordering, payment, and loyalty programs, is another example of how they leverage technology to enhance customer experience.


LEGO has built a brand experience that extends beyond their toy brick sets. Their theme parks, video games, movies, and even educational programs all align with their brand promise of fostering creativity and imagination. They actively engage with their fan community through forums, events, and social media, ensuring that the brand experience is immersive and enjoyable.


Branded customer experience is a powerful strategy to differentiate your business in a crowded marketplace. It's not just about offering a product or service but delivering an experience that resonates with your brand's values and promise.

From understanding what customer experience and brand experience are to implementing strategies that match your customer experience to your brand, the path to success involves thoughtful planning and execution.

The examples of companies like Apple, Tesla, and Starbucks demonstrate that a well-crafted branded customer experience can lead to increased customer satisfaction, loyalty, and a strong brand. By focusing on the key elements of brand positioning, experience principles, and design parameters, you can create a branded customer experience that sets your business apart.

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