11. DELIVERING
CHUASTPOPMIENRSE &S ESMPLOYEES
“People will forget what you said.
People will forget what you did.
But people will never forget
how you made them feel.”
-MAYA ANGELOU
12. WHAT’S
DELIVNERIENG XHAPTPINESS
Clothing & Footwear
Customer Service
Company Culture
different types of trust in the brand
a meta-trust, inception style: “a great brand… ______”