Brand stories are a wonderfully rich way to share defining moments that epitomize the essence of a Brand. My favorite is the legend about a man in Alaska who took a pair of used snow tires to Nordstrom\u2019s return counter. He was asked what he paid and promptly given a full refund \u2013 without question. This story epitomizes Nordstrom\u2019s customer service credo: The customer is always right, even when he\u2019s provably wrong.<\/p>\n
I lived one such story last week. I was a guest at Adobe Grand Villas, a Bed & Breakfast in Sedona, Arizona. I picked Adobe Grand based on reviews on Trip Advisor. It was the #1 rated Sedona property. Reviews were chock full of stories about extraordinary service. The villa we stayed in (Timbers) was spectacular, with a bathroom the size of most hotel rooms, complete with a large hot tub and fireplace (http:\/\/www.adobegrandvillas.com\/rooms-timbers.htm<\/a>) The guest book in the villa was filled with stories about above-and-beyond service.<\/p>\n Upon return home, we realized that we accidentally threw away a tiny $500 mouth-guard in a tissue (a clear bit of plastic large enough to cover only 4 front teeth). Grasping for straws, we called Adobe. They were apologetic and empathetic, but did not offer hope. \u201cIt could be anywhere in the dumpster by now\u201d. Three days later, a small package from Adobe Grand was in our mailbox \u2013 the mouth-guard, found by the innkeeper who \u201cdumpster dove\u201d to find and return the missing treasure. Our story is now part of the intricately crafted Adobe Grand tapestry on Trip Advisor.\u00a0It\u2019s already been read by hundreds of potential customers.<\/p>\n It\u2019s not every day that a Brand has a chance to \u201cDumpster Dive\u201d to inspire \u201cloyalty beyond reason\u201d\u2026 to create stories that build a Brand legacy. That said, I bet many Brands miss daily opportunities to show what they\u2019re really made of and create stories. What is your Brand doing to surprise and delight in a way that lives the Brand promise\/values and creates \u201cloyalty beyond reason\u201d?<\/p>\n","protected":false},"excerpt":{"rendered":" Brand stories are a wonderfully rich way to share defining moments that epitomize the essence of a Brand. My favorite is the legend about a man in Alaska who took a pair of used snow tires to Nordstrom\u2019s return counter. He was asked what he paid and promptly given a full refund \u2013 without question. […]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1948","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=\/wp\/v2\/posts\/1948","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1948"}],"version-history":[{"count":0,"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=\/wp\/v2\/posts\/1948\/revisions"}],"wp:attachment":[{"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1948"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1948"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/csmhosted.com\/lpa_archive\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1948"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}