OUR FOCUS IS TO DELIVER MORE THAN WHAT THE CUSTOMER EXPECTS.

Doing great promotions to your clients is great, but this in itself needs to be anchored on our ability to properly serve our customers. For most brands, it is easy to think that the biggest challenge that they encounter is around the awareness of the product or service. While in some instances this might be true, for the most parts, it’s about a lack of over delivery for your customers. Did you over deliver on what your brand promised?

Imagine going out to a restaurant that you actually saw via social media or a friend was there recently. You go there with expectations for a great night out with your significant other, and when you get there you are confronted by the reality of slow service and food that does not wow you in terms of taste. Chances are high that you will probably never go back there and an opportunity is lost by the brand to give you an amazing night out.

This is an easy example for hospitality, but the principle remains the same as the opportunity to deliver more than what the customer was expecting falls flat. Marketing needs to be integrated into the customer experience and be able to rectify the brands mistakes when they encounter them. It’s only through over delivery that we are able to stand out and be noticed by the people we seek to serve, our customers.