What about the experience?
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Lately I’ve been taking note of companies that really make an effort to create a positive environment and experience for their customers, and sadly, those that don’t. Granted, many factors come together to create a positive experience for a consumer—from finding a convenient parking space to being greeted by a friendly staff person. But why is the actual environment—the aesthetics, the architecture, the signage, the paint color—so often overlooked by marketers and business owners? Many retailers, restaurants and other service-related companies really hit a homerun in this department. A few of may favorite brand experiences include shopping at the flagship REI store in Seattle or slurging for groceries at Whole Foods. My favorite weekend getaway is a visit to The Inn at Langley. These experiences are memorable, unique, healthy and inviting. So, it could be argued that grocery stores and retailers and even a few banks, really have come a…
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