As heard by Betsy Allgood Marketing Assistant King’s Daughters Clinic – Temple, Texas
Experiences vs. Services! Providing intangible activities, memorable events, in a personal way. In today's economy it’s important to provide people with services, or something memorable, to take away from their experience.
<ul><li>Goods and Services are no longer enough. </li></ul><ul><li>Staging experiences is important to engage clients. </li></ul><ul><li>Making that direct connection with the customer is important. </li></ul>
“ No, I don’t want to go pay 12 dollars for a small crappy burger just so I can say I ate there but we can run in and get t-shirts.” – My Brother every time we are on vacation Eatertainment is the best example of goods/service/entertainment all together. Guests go in typically for dinner and leave with memories and souvenirs. * Goods= Food * Service= Waitresses/Waiters * Entertainment= Dinner show/movie themes/ jungle noises
Walt Disney wanted to create a world where people could escape. Disney World is the best example of employees being actors.
Getting to know the customer with “smart” services creates an experience for the customer beyond what they are expecting from a hotel. A bell man learning your name before you walk in: Isn’t that more than you’d expect already?
<ul><li>If employees are hired as characters into a “role” of what they are supposed to do, they are more mindful of their element in the “play” or “experience.” You have placed them there for a reason. </li></ul><ul><li>The Character should relate to the company or for whom the work is being done. </li></ul>
All Abercrombie & Fitch Employees must submit headshots with applications & be close to a “model look” to be retail employees. Hot Topics must have the rocker attitude & look to be cast into an associate role. This appeals to the customer that seeks that feeling of connectedness to the store at which they shop.
The experience that best engages the client/customer/guest
<ul><li>It’s also important to remember that every small piece of the company product, service & goods pulls together to create an over all feeling for the customer. In turn, this creates and identity for the business. </li></ul><ul><li>It is important to remember to do everything with intention because all the little pieces add up to equal WHO you are as a company. </li></ul>