Have you ever thought about how to cultivate brand love? Everyone wants it to happen, but they aren’t sure how to make it happen. It’s not so esoteric, and there are some brands we want to speak about on today’s episode that are doing it totally right — brand love.
We happened to see a story in Fast Company, one of my ultimate faves to read. Because EVERYONE is talking about customer experience, it feels like a new buzzword that isn’t new, we thought we’d share more about brand love from Casper and SoulCycle.
Casper is the first online mattress store, and Neil Parikh disrupted the mattress industry by shocking buyers with how easy it is to purchase a mattress that comes all small in a box. In fact, Casper has made it a very big deal to earn some big brand love on YouTube when people open the mattress upon delivery. There are bunches of videos showing the surprise and delight aspect of a new mattress.
SoulCycle is a spinning class with soul. It has created a framework for its instructors to follow and also provided them freedom to do their own thing. It’s CEO Melanie Whelan shares how important it is to ensure the customer keeps coming back for more.
The common thread for each of these stories? Brand Love in the name of customer experience.