On Tuesday, November 18th I flew from Detroit, MI to Orlando, FL on Delta Airline and I had a very poor customer service experience. This blog post is not about bashing Delta but about communicating my extreme displeasure as a paying customer. Let me make this disclaimer up front, I have had a positive long-standing relationship with Delta Airline where I am a frequent flyer.

The Brand Experience – Three Important Points

• Touch point – Every person within the organization has to be committed and focused on providing a positive customer service experience.
• Value the Customer – Each person is a brand ambassador and represents the brand and should focus on making the customer feel valued.
• How does your brand respond to a poor brand experience? Every brand will have an opportunity to respond: focus on timeliness, the proper channel, and customer expectations.

After my experience at check-in I tweeted to see if Delta Airlines was listening online it has been 7-days and counting with no response. On the other hand I went online and read how Southwest Airlines responded to a customer in a matter of hours who lost their bags.

How important is your brand experience? It is everything. Understand your touch points, value your customers, and respond appropriately.