herBusiness - The Australian Businesswomen's Network Blog
herBusiness - The Australian Businesswomen's Network Blog

Passion for the Experience

By Cheryl Hayman

24 September 2010 | No Comments

Off soon to a Club Med I was reflecting on why Club Med had been such a successful brand for so long, and what sets it apart. It occurred to me that Club Med has the right mix of experience for its customers and has evolved with time to profitably meet the changing needs of those customer's.

So, what precisely does it have? What makes a brand like Club Med so successful and what can we learn for every brand?

Club Med has

  • a specific and replicable set of values and processes brought to life wherever a customer goes. This is much like McDonald's where people have  reliable and constant knowledge in a brand's product that is trustworthy worldwide;
  • employees who 'walk the talk' and deliver the ultimate experience their customer's seek; and
  • the ability to suggest and solicit loyalty and return purchases by always delivering the promise.

Similarly this week in Professional Marketing Magazine I read about the success of Berkelouw Books, a family owned business spanning six generations. Built by Solomon Berkelouw from Rotterdam he had a passion for books and a focus on his customers experience from the start. Unfortunately his bookselling career came to a sudden and unfortunate end. On a late winter's afternoon, with snow falling thickly all around, Solomon attempted to cross an icy plank that connected a customer's ship to the wharf. Halfway up, he lost his footing and fell into the freezing water. Before anyone could fetch help he drowned, his jute-bag full of books sinking with him to the bottom of the icy harbour.

Today Berkelouw Books is Australia's largest rare and antiquarian, secondhand, and new bookseller and they have evolved to me even more. They talk of experience, presenting wine bars, cafe lounges, and other in-store experiences including selling other, related items such as candles to fulfil their customer's needs and provide the ultimate fulfilling experience.

They  reflect on themselves as follows;  "Books are our passion as well as our business and it is always a pleasure to meet customers who share our love of books. Come in, meet with friends, soak up the atmosphere, and spend as much time as you like browsing through the collection. Thus the romance of books is engendered. Thus too, the association of books and Berkelouw continues. An old and fruitful tree of Rotterdam, Holland, now firmly planted in the soil of Australia."  The feeling of pride and emotion is evident.

Bain & Company reveal just how commonly companies misread the market. They surveyed 362 firms and found that 80 percent believed they delivered a "superior experience" to their customers. But when they asked customers about their own perceptions, they found that they rated only 8 percent of companies as truly delivering a superior experience.

So what sets the elite 8 percent apart? They take a distinctively broad view of the customer experience. Unlike most companies, which reflexively turn to product or service design to improve customer satisfaction, the leaders pursue three imperatives simultaneously:

  1. They design the right offers and experiences for the right customers.
  2. They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
  3. They develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience.

These are great planks for all marketing folk to consider for their brands. What are you doing today for your customers, because as ever, it's all about the customer and their experience of you. As the saying goes, brands are built in the minds of the customer.

Cheryl Hayman, Hayman Strategy


Cheryl Hayman, Hayman Strategy

Cheryl Hayman

Cheryl Hayman owns and manages a strategic marketing and business consultancy company, Hayman Strategy. The successful company provides a broad range of business and mentoring for corporations. Before beginning her business, Cheryl managed several director roles for many organisations. Cheryl was...

Read more about Cheryl Hayman

No Comments »

No comments yet.

RSS feed for comments on this post.

Leave a Comment

Related Content

Do You Have these Five Essential Business Skills?

By Suzi Dafnis

  Do you have the right skill set to grow your business and see a good return on your time and effort? The Australian Businesswomen's Network’s online courses provide the fundamental training important to growing a business and address five essential areas of small business. 1. Planning for Success Without a plan you could be [...]

Read More

Is it a Happy Mother's Day?

By Megan Barrow

Mother's Day is around the corner and it's time to utilise the opportunity as a marketing platform for your business' sales. Or is it? Last year, before I got ready to host my Mum for Mother's Day, I did a boxing session on Mother's Day. At the end of class, our trainer was asked, "Hope [...]

Read More

How to use social media to move a community of people into taking action

Interview with Danielle Crismani

Building a community on social media is only half of the equation. Successful online marketing hinges on these community members taking the desired action – be that attending an event, purchasing a product or subscribing to your content. In this Social Media for Small Business podcast, hosts Cat Matson and Suzi Dafnis interview founder of [...]

Read More

Content Marketing: a Modern Reworking of a Timeless Principle

By The Australian Businesswomen's Network

It has become increasingly difficult to reach target audiences effectively using traditional advertising methods such as print and broadcast media. Enter content marketing: a modern reworking of the timeless principle in marketing that people want to buy from other people, not faceless corporations. Content marketing is the sharing of text, pictures and other media, with [...]

Read More

Flaunting Your Abs and 4 Other Advertising Don’ts

By Nerida Gill

He’s shirtless, muscles bulging under his perfectly waxed chest. He wears only camo pants and hiking boots. Sometimes he’s fishing a pristine wilderness stream. Other times he’s riding a horse or what appears to be a bear through the rugged terrain. He even has a black belt in martial arts. Who is he? Bear Grylls? [...]

Read More