All this talk about branded experiences makes me wonder why upstarts like redbox are so successful. Sure, there’s a time and a place for branded experiences, retail experiences and experiential platforms. But there’s also a time when I just want to buy a product/service and leave. That’s why I’m so annoyed when I have to listen to upsells and I just wanted to activate my credit card. Or when an associate tries to sell the Best Buy warranty while I just want to go home and use the product.

Superior customer service doesn’t always mean eye contact, smiles and a human connection. Superior customer service sometimes just means help me get my task done quickly. And let me go my merry way without some brand blah blah, handshake and efforts to sell me more.