As many people know from my keynotes and workshops, I offer up Starbucks as a good example of brand experience, both from corporate/product perspective and also a company that allows its employees to be personal brands, in turn engaging and increasing my positive brand experience.
On arrival in Las Vegas today, I find three of them just in my hotel! I pass by one of them on the way to my room and order my normal black coffee, but also ask for a tall cup of hot water. As I expected the coffee was at around a 50% premium to what I normally pay, but then I also get charged extra for the hot water!
I get it if I was just asking for the water, but when I have paid nearly $4 just for a black coffee - really Starbucks????
I guess the saying is true, everyone loses in Vegas.