The Power Of Customer Experience In Brand Reputation

🚨 Ignore Customer Experience—Bury Your Brand Does CX Really Matter? Ask These Brands. Customer Experience isn’t a “nice to have.” It’s a growth engine—or a silent killer if ignored. Here are 4 real-world examples of companies that sidelined CX…and suffered: 💔 United Airlines (2017) What happened: A passenger was forcibly dragged off an overbooked flight. > The CX failure: A rigid policy-first culture ignored human empathy. The result: ▪️ Viral backlash ▪️ $1.4B market cap drop in a week ▪️ A brand still rebuilding trust 🛒 J.C. Penney (2011–2013) What happened: New CEO eliminated sales and coupons—thinking customers wanted "everyday low pricing." > The CX failure: Misunderstood what their core customers valued. The result: ▪️ $4.3B revenue loss in a year ▪️ 25% drop in store traffic ▪️ CEO ousted, brand never fully recovered 📱 BlackBerry What happened: Ignored user feedback for years, stuck to physical keyboards and enterprise-first UX. > The CX failure: Failed to evolve with customer expectations in mobile usability. The result: ▪️ Market share fell from 50% to 0% ▪️ Now irrelevant in the smartphone market 🚘 Toyota (2010 Recall Crisis) What happened: Reports of unintended acceleration and poor communication. > The CX failure: Delayed responses, vague messaging, slow apology The result: ▪️ 9M cars recalled ▪️ $2B in costs ▪️ Public trust shaken for years 💡 The Bottom Line: When companies treat CX as optional, customers return the favor—with exits, outrage, and apathy. Want to see your brand on the "CX Failure List"? Just stop listening to your customers. #CustomerExperience #CX #Leadership #BrandTrust #CXStrategy #VoiceOfCustomer

A client recently asked, “We’ve always won with our prices, but now it’s not cutting it. What shifted?” Here’s what happened: The market evolved, customer needs shifted, yet their strategy stayed the same. After reassessing their approach and making a few key adjustments, we saw immediate results: customer engagement soared, brand loyalty grew, and sales exceeded expectations, without having to lower prices. The truth is—competing on price is a losing game. True success comes from standing out in ways that don’t rely on discounting. I call this the “Value-First Growth Strategy.” It’s about creating a brand that customers want to support, not just because it’s cheap, but because it speaks to their values and needs. Here’s how to apply it: 🔸 Focus on Your Brand’s Story • Share your brand’s mission, its values, and the purpose behind what you do. • People connect with stories that resonate with their beliefs. The benefit: A powerful story creates a deeper connection, making your brand unforgettable. 🔸 Offer Exceptional Customer Experience • Create a seamless and personalized experience for every customer. • Make communication easy and every touchpoint memorable. The benefit: A great experience drives loyalty and referrals that go beyond price. 🔸 Create Emotional Connections • Engage your audience by speaking to their hopes, challenges, and dreams. • Build messages that feel personal and relevant. The benefit: Emotional connections foster lasting relationships that transcend cost. 🔸 Be a Thought Leader in Your Industry • Share valuable insights and engage in meaningful conversations within your niche. • Position your brand as a trusted advisor. The benefit: Being recognized as an expert builds credibility, making price less of a concern. 🔸 Create Exclusivity and Urgency • Offer special deals, limited-time products, or exclusive features. • Create a sense of urgency that adds premium value to your brand. The benefit: Exclusivity increases perceived value and drives urgency to act. 🔸 Highlight Social Responsibility and Sustainability • Show how your brand supports causes that align with your audience’s values. • Communicate how you’re contributing to positive change. The benefit: Consumers gravitate toward brands with a purpose and are willing to invest in that alignment. 🔸 Keep Improving Your Product or Service • Continuously refine your product or service to meet evolving customer needs. • Commit to quality and innovation. The benefit: Continuous improvement shows your dedication to excellence, justifying your pricing and fostering trust. The truth? Standing out without competing on price is all about the value you offer, and the connections you create. How are you differentiating your brand without relying on price? Drop a comment! ⸻ ♻️ REPOST if this resonated with you! ➡️ FOLLOW Rheanne Razo for more B2B growth strategies, client success, and real-world business insights.

Customers don’t buy products. They buy experiences. Think about the last brand you truly loved. Was it just because of the product? Or was it the way they made you feel? We see it all the time: ❌ Companies pour millions into marketing to attract customers… only to lose them because of poor service. ❌ They obsess over product innovation but forget to innovate their customer experience. Here’s the hard truth: 𝐍𝐨 𝐚𝐦𝐨𝐮𝐧𝐭 𝐨𝐟 𝐦𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐜𝐚𝐧 𝐟𝐢𝐱 𝐚 𝐛𝐫𝐨𝐤𝐞𝐧 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐘𝐨𝐮 𝐜𝐚𝐧 𝐡𝐚𝐯𝐞 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐢𝐧 𝐭𝐡𝐞 𝐰𝐨𝐫𝐥𝐝, 𝐛𝐮𝐭 𝐢𝐟 𝐲𝐨𝐮𝐫 𝐂𝐗 𝐢𝐬 𝐢𝐧𝐜𝐨𝐧𝐬𝐢𝐬𝐭𝐞𝐧𝐭, 𝐟𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐢𝐧𝐠, 𝐨𝐫 𝐢𝐦𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥, 𝐩𝐞𝐨𝐩𝐥𝐞 𝐰𝐢𝐥𝐥 𝐰𝐚𝐥𝐤 𝐚𝐰𝐚𝐲. The brands that win today are the ones that: ✔ Put the customer first in every decision. ✔ Make experiences seamless, not just transactions. ✔ Create a connection that makes customers feel valued—not just sold to. Your brand isn’t what you say it is. It’s what your customers experience every day. So—what’s one brand that has impressed you with its customer experience? . . . #Branding #CXStrategy #CustomerLoyalty #CX