When I broke the screen on my iPhone a couple of months
back, I asked the Apple care team for help. And the experience that followed
exceeded my expectations. The team member involved went out of his way,
contacting the nearest store to arrange an appointment to replace my screen --
in less than an hour.
It was that memorable experience which increased the value
of Apple in my eyes, through my positive brand experience with the computer
giant.
The design, look and feel of the Apple store itself has
always provided me -- and obviously many others -- a unique, carefully crafted
consumer experience. Apple fought and won the right to protect that experience
with a trademark registration that covers the unique design and layout of its
stores worldwide. And here again is the core of a good brand experience: Steve
Jobs chose a brand name that could grow in the minds of the public, be legally
protected and add to the value of the company.


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