A much-overlooked fact is that brand eXternalities are hidden opportunities to impress the customer beyond expectations, often by showing the human side of the company.
Brand eXpression is the key to building familiarity with the brand through constant interaction to nurture loyal customers over time.
The aim of providing a superlative brand experience is customer loyalty. What can airlines do to make customers want to fly with them again?
In its essence, brand eXpectation is an accurate projection of what an airline is about and the experience it will deliver to the customer.
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