How a Simple Customer Experience Changed My View on Branding

In a world full of digital tools and paid services, it's easy to feel like just another number. But sometimes, a small experience can shift your entire perspective. That’s what happened after I subscribed to a premium U.S.-based tool for $150/month. What started as a frustrating experience turned into a deep lesson on customer service, loyalty, and branding.

The Story

I signed up for a powerful tool I’d heard so much about. After paying $150, I dived in. The interface was overwhelming, and after a full day of trying, I felt completely lost.

I thought: “What a waste. I’ll cancel tomorrow. If I get a refund, great. If not, it’s a loss.”

That evening, something unexpected happened.

A Message That Changed Everything

While browsing LinkedIn, I got a message from the company’s Middle East Customer Success Manager.

“Hi, I noticed you're a new user. If you need any help using the tool, I’m here to assist you personally.”

I smiled. A global company taking the time to reach out to me on LinkedIn? That alone made me feel seen.

I replied honestly: “I don’t understand anything. I need help with steps 1, 2, and 3.”

Within minutes, she responded with solutions, tutorials, and even short screen recordings showing how to do it myself next time.

Lessons I Learned

1. “I’ll help you” is more powerful than “we’ll help you”

The personal tone made all the difference. Even though she’s likely a manager with a large team, her message felt authentic and direct.

2. Winning a customer is easy. Keeping them is the real game.

She applied what’s known as Customer Stickiness — the ability to make a customer want to stay. According to Harvard Business Review, satisfied customers are 86% more likely to repurchase.

3. Don’t focus on $150. Focus on the $1,500.

Had I canceled, they would’ve lost a client. But thanks to that message, I stayed — potentially contributing $1,500 over 10 months.

What Does This Have to Do with Branding?

Everything. Branding isn’t just a logo or color scheme. It’s the emotional connection people associate with your name. That connection is built through experience — especially when the customer feels cared for.

According to Forbes, more than 80% of consumers are willing to pay more for a better customer experience.

B2B or B2C — The Principle Stays the Same

Regardless of whether you’re serving businesses or individuals, always respond fast, and personally. Don't assume that just because you're growing, you should become “untouchable.”

Actionable Lessons for Business Owners:

• ✅ Provide human support — not just bots
• ✅ Train your team to say “I’ll help you”
• ✅ Monitor platforms like LinkedIn to engage clients early
• ✅ Focus on lifetime customer value
• ✅ Make post-purchase experience part of your growth strategy

Want to Build a Strong Brand? Start Here:

Great brands like Apple, Zappos, and Salesforce place customer experience at the heart of their strategy.

Check out this article from Zendesk on building brand loyalty through customer experience.

🎙️ Coming Soon on the "Mawdoo3 w Bas" Podcast

I’ll be hosting an episode dedicated to this exact topic: How Customer Experience Shapes Brand Perception with a surprise guest expert in CX and branding.

💬 Over to You

Have you had a customer experience that changed your view of a brand? Or are you trying to improve retention in your own business?

👉 Drop a comment below or suggest a topic for a future podcast episode!

🔗 Useful Links:

• Harvard Business Review – Customer Experience Value
• Forbes – CX is the New Brand
• Zendesk – Building Brand Loyalty

❓ Frequently Asked Questions

What is customer stickiness?

Why is customer experience important for branding?

How can small businesses implement personalized customer service?