Source of image
What is the simplest definition of marketing?
According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.
Marketing is broken. At least in the traditional sense.
Focused on customer acquisition, promotions and sales volumes, traditional marketing views customers as “targets” to be arrowed.
Bigger, bolder and flashier campaigns are launched to attract their rapidly diminishing attention while carrots like discounts, freebies and lucky draws are dangled to coax them to open their wallets.
I was totally floored by a blog post by Jackie Huba of Church of the Customer.
In her post, Huba recounted how Nordstrom – a beacon of premium customer service in the US – upped the ante by replacing her worn-out loyalty card with a new one sent to her home without any prompting. All it took was for Huba to remark that her card was old and presto! A new card was delivered.
What is fabulous service? How do you define a “delightful experience”?
To many, an exceptional encounter is a heroic one, epitomised by a smiling human being who jumps through flaming hoops to provide memorable encounters.
TOMS shoes has one of the most best brand stories ever (source of image)
Logos. Taglines. Company names. Mastheads. Mascots. Jingles. More logos.
Every single day, we’re exposed to hundreds of different brands. These cover the entire spectrum of the consumption experience – from F&B to fashion, tuition services to toiletries.
Robinsons is an icon of service in Singapore (image courtesy of goodcitydeals)
What is the best way to trigger positive and enduring word of mouth?
Is it…
Courtesy of Gadling
Have you heard of the Tenement Museum in New York?
Founded in 1988 by Ms Ruth Abram, the Tenement Museum is a historic house museum located in the Lower East Side of New York City. Occupying a former block of apartments and shops, it depicts the gritty lives of immigrants to New York and the US from the late 1900s to early 20th century.
Great food, environment and service made Banff’s Wild Flour our favourite dining place
Finally, its Friday night! After a stressful work week, you can now let down your hair and party the weekend away.
The first item on the agenda? A slow dinner at the latest fine dining restaurant.
Let your customers “own” your brand (courtesy of Thaeger)
In a world overflowing with “me-too” goods and services, consumers are seeking ways to assert their individuality. In an overcrowded marketplace teaming with repetition and homogeneity, they crave personalised products and experiences that reflect their individual identities.
This phenomenon of personal expression is catalysed by the rise of social technologies and networks such as blogs, forums, Facebook, Twitter, Youtube and other community channels.
On a recent study trip to Universal Studios Singapore (USS) at Resorts World Sentosa (RWS), I had the privilege of learning how the theme park – arguably the most popular in Southeast Asia – creates, develops and manages memorable and delightful guest encounters. While these strategies do not cover all aspects of a world class theme park’s operation, they do form an important component of their visitor experiences. These help to trigger positive word of mouth and generate repeat visits.
Extensive and Immersive Theming