This audio is auto-generated. Please let us know if you have feedback.
Order a burrito at Chipotle and the cashier might ask if the restaurant made it “perfect for you today.” Tip a Cold Stone Creamery employee, and the crew will sing. Time a visit to Johnny Rockets right and the servers will drop what they’re doing to dance.
Canned phrases, scripted songs and choreographed dance routines aim to boost brand consistency and create a distinctive and memorable experience, experts say.
“Customers can trust that experience is going to happen,” said Nate Brown, founder and executive director of CX Accelerator.
But brands risk alienating customers and employees, as the success of these efforts often hinges on a delicate balance of strategy, hiring, execution and customer preferences, experts say.
