Meet Mr. Fly (and YES it might be what you think...): A lesson in brand experience
Picture this: my team and I arrive in Rome, ready to check into a gorgeous penthouse Airbnb overlooking Piazza Navona. A real gem with high ceilings, beautiful bedrooms, and an incredible rooftop terrace calling out for Italian wine and good company. It was perfection - almost. Then, we met our host.
As we approached, there he was, waiting at the door, looking like he'd just rolled out of a bar. Rumpled clothes, and yes, an open fly. But it wasn't just his appearance - his whole attitude was off. He sped through a checklist, barely made eye contact, and didn't seem to realize he was the first impression of this five-star space.
To be fair, we had a lot of laughs about "Mr. Fly" all weekend - he became the unforgettable "quirk" of our trip. But let's be real: none of us would want a "Mr. Fly" representing our brand. Because no matter what your brand stands for, you want each part of the experience to match, especially the human part.
The face of your brand matters!
Every customer touchpoint counts, but people - their attitude, their behavior - are what customers remember most. In our case, we expected someone who matched the elegance and warmth of the penthouse, not someone who seemed indifferent and out of sync.
So, what's the takeaway from Mr. Fly?
- Align people with the brand promise: Whatever your brand represents - be it warmth, innovation, reliability - make sure your team reflects it. Every interaction should bring that brand promise to life. It's not just what's said but how it's said.
- Consistency is key: Often, it's the small things that leave the strongest impression. Your people need to understand and naturally embody the brand. Every touchpoint - from the first greeting to the goodbye - adds up.
- Customer perception is reality: Each interaction can either build or break down your brand. Just like Mr. Fly's checklist approach didn't fit the luxurious vibe, your team's attention to detail matters too. Customers notice, so make sure it all aligns.
Just some final thoughts:
If you want your brand to resonate, make sure each part of the experience feels connected. From the main product to the little details like personal style, every element matters. Think of it as one continuous story that reflects your brand's personality and values.
Because in business, just like in life, you want everything to match the experience you're promising. If it's a penthouse, let it feel like a penthouse. If it's a tech company, let it feel innovative. And if it's hospitality, make it feel warm and welcoming.
Here's to hoping Mr. Fly gets the memo too.
Until next time, keep spicing up your Customer Experience leadership.
*****
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.
