Brand Busters!

Do you ever wonder how some companies get to be leading brands? This is something that goes through my head daily. A recent experience I had with 1-800-Flowers is an example of a bad brand experience caused by shallow execution. I sent flowers to someone who just had a baby. There was a limited selection for that life experience, but I found something and ordered online. Normally I am sending flowers out of state. With this experience, I was sending them to someone in town, so I had the unique opportunity to witness what was sent. Needlesstosay, I was appalled by the size and quality of what was sent. I was embarrassed to say the least. The confirmation of delivery I received via email allowed me to provide feedback. When I did, I received a message that I would get a credit on my next order. I replied back that apparently, they did not read my message, because I did not intend to ever order from them again. Again, I received the same "standard" credit message that I received the first time. So, again, I replied, only to get the same standard credit message the third time. That is a great example of shallow execution and a company that will never truly learn why its customers disengage due to a bad brand experience. Do you have similar experiences to share?