In this episode of the Brandits, hosts Andrew Thomas and Colin Anderson discuss the importance of ‘brand experience design’, particularly for service brands like hospitality and those in the retail space. Our hosts share their personal experience and debate the following:

- Why Brand Experience Design is the new ‘must have’ for brands

- How one bad customer experience can destroy a brand, overnight.

- Why the entire customer experience has to be consistent with the brand

- How to design a good brand experience, step by step

- How ‘failure recovery’ handled well can make a brand stronger.