Once a Day
Marketing™ featured video blog: Building
a Trail of Wows for Your Customers
Hello, I’m
Jim Glover, That Branding Guy, for Once a Day Marketing™. Today is Action
Wednesday and we want you to think about how numerous, small, positive customer
experiences may really add up to enhance your brand.
All of us would
agree that Disney is one of the top customer service companies in the
world. At the Disney Institute they work
with major corporations to re-think their customer service, corporate culture
and their leadership practices. Disney
believes that numerous little positive experiences taken together will greatly
wow customers.
For Action Wednesday we want you to look
across your entire company and brand to determine as many new incremental
customer wows as you can to enhance the customer experience. Leverage the 7Ps as your foundation. Focus on product, price, place, promotion,
people, physical evidence and the process and see how many new little customer
delighters you are able create.
The easiest
way to do this is to put yourself into the shoes of your customers. Be creative; these enhancements don’t have to
be expensive, they just have to be a positive experience for customers. No matter where they encounter your brand,
product or company, these little wows will add up and over time you will
greatly enhance the customer experience and you will greatly enhance your
brand.
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