Today’s Brand Experience Brief, video audit and analysis, is on Popeyes Louisiana Kitchen, the fast food restaurant chain with a new restaurant design, focus on food, and unique internal culture. DLYohn Brand Experience Brief: Popeyes Louisiana Kitchen from Denise Lee Yohn on Vimeo. other Brand Experience Briefs: Costco Jason’s Deli Superchix ***transcript: Today’s brand experience brief […]

customer experience as the sum of all interactions a customer has with a company

Customer experience is one of those terms that mean different things to different people.  Like “brand,” “marketing,” and “customer centricity,” the understanding and practice of customer experience varies greatly depending on who you ask. What is customer experience?   Customer Experience Definition I define it as the sum of all interactions a customer has with […]

enchantment & extraordinary experiences

What do great brands do?  Guy Kawasaki would suggest — and I would agree — that great brands are enchanting brands — they fill people with great delight.  Great brands change people’s hearts, minds, and actions — including inspiring them to buy something, but it’s usually about more than that. […]

Here’s a video audit and analysis of Costco.  You might think you know this brand but I’m going to show you the unique customer strategy behind its popularity. DLYohn Brand Experience Brief: Costco from Denise Lee Yohn on Vimeo. Costco is one of the seven brands I profile in my new book, Extraordinary Experiences: What […]

Looking for some inspiration about creating extraordinary experiences?  Need some insights on great retail customer experiences?  Check out this new slideshow, featuring the Top 10 Quotes from my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Top 10 Quotes from Extraordinary Experiences from Denise Yohn My new book Extraordinary Experiences profiles seven […]

Here’s another Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept.  Today, we’re looking at Jason’s Deli, a fast casual restaurant chain that can be summed up in one word:  BIG.  Check it out: DLYohn Brand Experience Brief: Jason’s Deli from Denise Lee Yohn on Vimeo. Jason’s […]

brand logos thumbs up

Each of us has our own favorite stores; we all have those restaurants that we keep going back to. Some restaurateurs and retailers have managed to cultivate our loyalty and we love going to them. We tell our friends about them, we “like” them on Facebook, we gather groups to go to their stores with […]

What happens when the company behind Chipotle Mexican Grill decides to go Asian?  Shophouse Kitchen!  Check out this video audit & analysis of the Shophouse customer experience. DLYohn Brand Experience Brief: Shophouse Kitchen from Denise Lee Yohn on Vimeo. other brand experience briefs you might like: Warby Parker Eureka! sweetgreen transcript: What happens when the […]

2015_BrandZ_Top100_Report summary

Brands continue to grow in value, according to the analyses in Millward Brown‘s most recent BrandZ Top 100 Most Valuable Global Brands report. Although I maintain my previously-expressed concerns with all brand valuation methodology — whether it is Interbrand’s Best Global Brands, BrandFinance Global 500, or Millward Brown’s BrandZ — the dollar values they report are […]

Warby Parker is one of several e-commerce brands, including Bonobos and Birchbox, that have ventured into the physical store space.  Check out this Brand Experience Brief video to learn what works and what doesn’t in Warby Parker’s store in New York City’s SOHO, and why it matters. related brand experience brief videos: Birchbox Bonobos and Warby Parker […]