{"id":3533,"date":"2021-04-14T13:22:10","date_gmt":"2021-04-14T13:22:10","guid":{"rendered":"https:\/\/www.thegotoguy.co\/blog\/?p=3533"},"modified":"2021-05-28T06:44:18","modified_gmt":"2021-05-28T06:44:18","slug":"brand-experience-vs-customer-experience","status":"publish","type":"post","link":"https:\/\/www.thegotoguy.co\/blog\/brand-experience-vs-customer-experience\/","title":{"rendered":"Brand vs. Customer Experience: Know What Matters and How"},"content":{"rendered":"\n

It has often been claimed that there is no real difference between a Brand Experience and a Customer Experience<\/strong>.<\/p>\n\n\n\n

The basis of this school of thought seems to be that, if the Brand Experience<\/strong> does not help the customer get the experience they want, the whole thing is for nought. While we agree that a Brand Experience should be designed with the customer in mind, we however do not buy into the logic that the two are the same.<\/p>\n\n\n\n

Let us understand Brand Experience first.<\/strong><\/p>\n\n\n\n

Brand Experience<\/strong><\/a> is the holistic perception that the world at large, whether they are your customers or not, has about your company and its product\/s.<\/p>\n\n\n\n

We can, as an example, take a look at Google.<\/p>\n\n\n\n

When we come across an application, software, or product that bears the Google name or logo, we immediately expect a certain standard, level of innovation, and user experience from it. We may not even have used the app\/software\/product in question yet, but we will have a positive opinion on it. That, right there, is the Brand Experience<\/strong> of Google.<\/p>\n\n\n\n

In this age of technological advancements, it might be the easiest to create your Brand Experience digitally, but that is not where it should end. A successful Brand Experience<\/strong> maps both online and offline interactions with the target clientele, considers your brand\u2019s positioning against your competitors, and most importantly, focuses on the big picture or overall impact that you want your brand to have on the world.<\/p>\n\n\n\n

A successful Brand Experience does not culminate when the sale is concluded, either. It starts with the creation of awareness in and acquisition of the customer but stays with the customer at every step thereafter \u2013 it encompasses the purchase experience to the product\/service usage\/support experience to ensure loyalty\/advocacy for the brand in the customer.<\/p>\n\n\n\n

\"brand<\/figure>\n\n\n\n

It is clear from the above that Customer Experience is intricately linked to Brand Experience.<\/strong><\/p>\n\n\n\n

Going back to our Google example, when we use any of the Google apps\/software\/products\/services, each of these apps\/software\/products\/services gives us a unique customer experience<\/strong>. For example, let us say you are using both Gmail and GPay. You are very satisfied with Gmail, but not that satisfied with GPay. Clearly, then, your Customer Experience has been different for the two products, and yet your overall perception of the Google brand might not have been affected.<\/p>\n\n\n\n

What, then, is the difference between a Brand Experience and a Customer Experience?<\/strong><\/p>\n\n\n\n

Broadly and simply put, the Brand Experience<\/strong> is the umbrella, and Customer Experience<\/strong> is sheltering underneath it. Customer Experience is only a part of an amazing Brand Experience.<\/p>\n\n\n\n

The 5 key differences between Brand Experience and Customer Experience are as below:<\/strong><\/p>\n\n\n\n