“Any brand that you frequent, or are fond of, or use, there's been a journey of some kind,” says Kurt Bartolich, the founder of GUTS Branding, and the author of You Can't Ride Two Horses With One Ass. Whether your company offers an active (Build-A-Bear) or passive (Southwest Airlines) consumer experience, there are some basic branding truths that successful companies observe. Unfortunately, a lot of businesses get customer experiences backward.