Exceptional customer experience isn’t just about transactions, it’s about how a brand makes you feel. As a customer success professional, I’m always on the lookout for standout examples to share with my clients.
I often call myself a creature of habit! But when I really think about it, is it habit, or am I simply a loyal customer?
Has someone found the perfect way to earn my brand loyalty?
Take that hotel I return to year after year, not just for the place, but for the people. The way they treat me like family, the off-menu dish they make because they remember my last visit. These thoughtful moments, slightly unexpected yet deeply personal, are what give me the ‘feels’ and makes me a loyal customer.
Let’s be real, there are plenty of hotels that I could choose from but what keeps me going back is the emotion I associate with the experiences I have there.
The takeaway: Customer success and brand loyalty aren’t just about the product, the pricing, or the competition. It’s about something deeper, something more human: how every interaction makes people feel. Studies show that emotional connection is a key driver of brand loyalty and ultimately, your bottom line.
So the next time you’re working with your product teams, marketing strategists, or customer success specialists, put the customer ‘in the room’. Ask yourself: What would make this experience truly great for me? Start there.
What’s the ‘something extra’ that keeps you going back to a brand?
If you would like to create customer experiences, that drives true brand loyalty, then we’re here to help.
BOHIO CONSULTING 
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