28/08/2026
The smallest purchase gave me the best recently ...
This is the 3rd and finally a in my brand experience post series. 🙂
From time to time I order lunch from a meal-delivery company - a convenient service that offers good value for money. Every weekend they ask customers to rate each delivered meal of the week. I usually give stars but don't write anything because overall I'm happy with the service.
However, 2 weeks ago one of my meals seemed undercooked. So this time, I added a few words to my rating and explained what my problem was. 🔻
To be honest, I didn't expect anything to happen ... But shortly afterwards, I received an email thanking me for the feedback. 📩 They wrote that matters to them and they would look into what might have happened - incl. whether the cooking process or cooking time needed to be reviewed. 🔺
▪️ Was the email probably automated? Most likely.
▪️Did that matter to me? Not really.
Because they acknowledged my feedback and showed me that something would happen with it.
And that's what made this experience so different from the previous stories: the company where I made the lowest-value purchase provided the best response to my problem.
And that's why I wanted to share these 3 different everyday examples.
💡Because a is much more than online communication, campaigns and posts. Your processes, customer service, follow-up and the way you react when something goes wrong are all part of the brand.
Ultimately, the whole should deliver the experience your brand promises - regardless of your size, price point or budget.
p.s.: The photo is just a thumb-stopping illustration from my recent holiday. My black calamari risotto had nothing to do with the story above - except that it was definitely well-cooked. 🙂