This post is about how organizations can create experiences for their customers that are positive, engaging and align with their brand. 

The three strategies I share can be applied by any business that wishes to create a more engaging customer experience.

Whether you’re operating an escape room, a performing arts center or a news organization that gives tourists a peek at what you do, here are three things you should do:

1. Meet expectations in a satisfying way.
2. Go beyond expectations; create surprise and delight via unexpected moments.
3. Connect the specific experience to the overarching brand promise or company mission/vision. 

Here is an example of how not to do this...