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Transcript

Navigating Brand Promises and Customer Perceptions...Lessons from the Air

Personal anecdotes about how different airline brands fulfill or fail their brand promises and what that means for your business.

In this episode, we dive into Seth Godin’s concept that ‘acceleration is felt, while velocity is ignored’ by using the context of airplane travel and brand experiences. We kick off with a fun analogy about the unnoticed speed of airplanes and how we only feel the change when there’s turbulence. Then we steer into my (Holly’s) personal tales of loyalty to Southwest, disdain for United, and a newfound appreciation for Delta Airlaines.

We also touch on the importance of brands living up to their promises and how that affects customer loyalty. If Starbucks’ ‘Perfect Cup every time’ poster could talk, it would have some words! Plus, a shoutout to our tribe for sharing experiences with brands they’ve noticed changing—bring on the snipe-hunting stories!

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00:00 Introduction and Greetings

00:14 Understanding Acceleration and Velocity

00:45 Personal Airplane Experiences

03:23 Brand Loyalty and Airline Experiences

06:46 The Importance of Brand Promises

10:54 Concluding Thoughts and Audience Engagement

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