A Marketing lesson from F1

Anybody watched the race yesterday? If it wasn’t for the dramatic last lap action (for those not familiar- Lewis Hamilton needed to finish 5th or higher which he maintained throughout, lost a position on the last lap and then regained it on the last CORNER!). And its already being hailed as ‘an epic finale’, ‘classic race’ etc.

Makes me think about the importance of positive customer experiences in the marketplace, especially during the last leg of the transaction. The experience starts pretty much from when the customer interacts with your brand , whether its direct (phone call, face-to-face ) or indirect (advertising, word-of-mouth).  As a customer-centric company, our goal should be to meet and exceed expectations at each point of the interaction. The key here is to do that little something extra (unexpected) so the customer can walk away with a truly satisfied feeling.

“Brands are built on experiences, not advertising” - John Hayes, American Express CMO