Your brand tells your customers: “This is the unique thing we do that nobody else does.” It sets you apart from your competitors and, in the customer’s mind, expresses why you’re the best at what you do (the only one that does what you do).
Your brand and the experience you offer your customers are intimately related. This is a bit of an oversimplification, but the brand sets the tone for the overall experience. It’s instrumental in setting expectations, which is a key part of the experience. The actual experience should live up to the expectations set by the brand.
Let’s take the example of a restaurant. Let’s say that its website makes it look wonderful and it has rave reviews on online review sites. Everything about the brand sets the expectation for the customer that they’re going to have a great dining experience.
But if the actual dinner is a train wreck and the restaurant isn’t anything like it was represented to be, you’ve created a terrible customer experience. The brand sets the tone and makes the promise, but the experience has to deliver.