Here is a great example of a brand making the emotional connection
In my view a brand is a product that you have feelings for – it becomes a brand the moment you ‘care’ about it in some way.
That is also the reason why we spend so much time talking about the importance of generating customer loyalty when we work with implementation of the Service Profit Chain.
Emotions drive loyalty.
Your ‘product’ becomes a brand in your guests head as a result of the emotional connection that your staff makes with the guest.
The first step in brand building is therefore making that connection ( it is not advertising spend) – then you can always reinforce that with clever advertising as it is done here – but it starts with positive moments of truth
