A Celebration for Every Customer
Do you celebrate your customers and clients publicly? Do you make them feel part of your tribe? Do you make them feel like they are making the right decision with their time and money when they choose to be involved with your business?
As a customer I buy products and services for a range of reasons. Given the choice, when I spend my money on a product or service:
1. I want to buy something that will meet and exceed my needs;
2. I want to buy something that will make me feel good; and
3. I want to buy something that I will feel good about afterwards, for time to come.
So whether I buy a shirt, a house or a professional service, these three things can be examined and applied to consider how I should value my purchase and help me select a provider, but also, they can be used to drive me to gain a connection with a business, one that I am going to refer and return to time and time again.
I went to the Apple Store today to buy a computer. I walked into the only Brisbane store to find a 300m2 space crammed with people. The vibe was hot, full of people lusting after technology, gathering trying and buying new tools and toys. But there was one thing that stopped me in my tracks. Mid way through my purchase process, which was fairly un-exciting, everyone stopped what they were doing all over the store, literally hundreds of people, and started applauding with vigour. The whole store erupted into cheers. The person two tables away had bought their first Mac and to Apple it was well worthy of a celebration. The staff were visibly elated and the customers were looking around with the joy of being a part of a special moment in someone’s life. It is an apple tradition to celebrate people joining their “tribe” or community. And this celebratory cheering for joining their clan is one of the simplest yet finest demonstrations of “tribe marketing” I have ever seen.Continued on the next page