Canned phrases, scripted songs and choreographed dance routines aim to boost brand consistency and create a distinctive and memorable experience, experts say. “Customers can trust that experience is going to happen,” said Nate Brown, founder and executive director of CX Accelerator. But the constant demand to perform can wear on employees, even those who enjoy it initially. Instead, brands should provide their staff with guidance about the type of experience they need to deliver. “You’re never going to hear from those customers because they’re not going to set foot in your restaurant,” Walters said.