Piotr Jakubowski – Mind over Marketing


Services
January 5, 2008, 8:58 am
Filed under: drew mclellan, experiences, services, word of mouth

Drew McLellan, Top Dog at McLellan Marketing Group, reiterates the importance of service in this experiential economy we live in. In a market oversaturated in goods in almost every industry, the experience of a relationship with a brand may be what sets it apart from the others. Some great examples are Apple, with their interactive stores and wonderful customer service and Singapore Airlines, with the immaculate attention to detail by the entire staff in ensuring your comfort. Service is such an important factor of each brand, particularly because of the Internet. Word of Mouth now spreads through the Internet at lightning speed.

When you have a great experience with a company, how many people do you tell?

When you have a horrible experience with a company, how many people do you tell? (Usually a lot more)
With the Internet multiply that by 10.

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