Every person has go-to brands for the things they buy – from their car and their phone to their coffee, cosmetics, or slippers.
And behind every brand is a company people know and love. When you want to attract people to your brand, it starts with building the personality of your business. Successful companies give people hope or a vision: their brands represent a cultivation of we could be.
Whether this is honest and pure or fun and funky, the brands we champion are an expression of our better selves.
Unique in a Sea of Monotony
Lululemon is a global sportswear powerhouse with a meteoric rise to success.
Founded in 2000, the company bounded into a crowded market and built a niche as a “lifestyle” fitness brand, offering clothes that perform excellently in the gym while looking great outside of it.
Lululemon knows that, beyond upgrading their health and hygiene habits, maturing women are ready to spend more on their wardrobes. And brand evangelists (the ‘Luluheads’) rave about clothes that flatter the figure, add color and sass, and hold their shape after 1,000 washes. Lulu’s target customer is a 32-year-old woman who has “figured it out” after graduating from the unhealthy lifestyle choices of her twenties, and Lulu inspires women to connect with their best selves using taglines like “Be You with Lulu” and “Slimming Silhouettes is Lululemon.”
While Lululemon’s outrageously priced clothes seem like an impossible sell, they are anything but. Instead, they make women feel proud to show up at the gym and allow sweaty moms to look cool at the grocery store. And that psychology works.
After all, it’s not men women are trying to impress – it’s other women.
Designing Your Customer Experience
Moving beyond strong marketing, customer experience is where the rubber meets the road.
Clients that adore your services should feel that doing business with you is like coming home. Here are three ways to make that happen.
1. Craft Excellent First Encounters
If you want to develop a strong bond with clients, a great first experience is key.
Consumer Reports surveys show that nearly 91 percent of customers will not return if a company botches the initial encounter, and two-thirds of people will walk out of a store when they feel the service is subpar.
While those statistics sound scary, the opposite is also true: top-notch companies are highly successful in customer care. Recent data shows that 81 percent of companies with excellent service records are outperforming their competition.
2. Offer Self Help Options
While five-star personal service seems like the gold standard in sales, that may be changing. Today 40 percent of consumers say they prefer “no-frills” self-service over tangible human contact, so smart companies should add simple DIY options.
How? Educational content such as newsletters, tutorial videos, or “how-to” tip sheets might be a good option for some. Perhaps live chat support, FAQ pages, or express product lines will bring convenience your clients appreciate. Web-based service portals may allow you to personally interact with customers while offering the flexibility and privacy they desire.
3. Prioritize Quality Over Speed
When you DO have personal contact with clients, slowing down can be the best approach.
According to Gallup’s research, the service is defined as “courteous, willing, and helpful.” (In contrast, customers who received “speedy” service were just six times more likely to be engaged.)
Making Brand Admiration a Reality
When people love a company, they’ll go out of their way to recommend it to friends.
They take pride in its products, purchase more frequently, and give it a second chance when mistakes occur. By building a business that customers love, your reputation will thrive, and your sales will too.