Comments on: Buick Reaches Out to Golfing Owners http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Robert http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2962 Robert Mon, 01 Dec 2008 16:07:59 +0000 http://customersrock.wordpress.com/?p=422#comment-2962 Congratulations on your website. We need more website like yours to promote this beautifull sport because in our country, Canada,province of Quebec, season is very short and when arriving in september, all we hear is hockey. Regards Robert Ps: Don`t be too hard on my comments as my native tongue is french. Congratulations on your website.

We need more website like yours to promote this beautifull sport because in our country, Canada,province of Quebec, season is very short and when arriving in september, all we hear is hockey.

Regards
Robert
Ps: Don`t be too hard on my comments as my native tongue is french.

]]> By: Becky Carroll http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2139 Becky Carroll Sat, 02 Feb 2008 16:37:19 +0000 http://customersrock.wordpress.com/?p=422#comment-2139 Bill, thank you for your comments. The consistency I was discussing is more one of customer service and the brand experience. Choosing Tiger as a spokesperson and reaching out to younger people is a strategic decision, and I think Tiger is a great way to do it. It is difficult to change customer perceptions of an "older brand" to a "young brand", but if anyone can help with that, Tiger is the guy. Appreciate extending the conversation this way, Bill! Meikah, you are right, customer service and treating customers well is an important ingredient in the overall experience. Repeat business comes when expectations are met; loyalty and advocacy come often when expectations are exceeded. Thank you for the nice comments! :) Bill, thank you for your comments. The consistency I was discussing is more one of customer service and the brand experience. Choosing Tiger as a spokesperson and reaching out to younger people is a strategic decision, and I think Tiger is a great way to do it. It is difficult to change customer perceptions of an “older brand” to a “young brand”, but if anyone can help with that, Tiger is the guy. Appreciate extending the conversation this way, Bill!

Meikah, you are right, customer service and treating customers well is an important ingredient in the overall experience. Repeat business comes when expectations are met; loyalty and advocacy come often when expectations are exceeded. Thank you for the nice comments! :)

]]> By: Meikah Delid http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2143 Meikah Delid Thu, 31 Jan 2008 09:26:52 +0000 http://customersrock.wordpress.com/?p=422#comment-2143 Aside from consistency is a good strategy that smoothly combines marketing, customer-loyalty program, advertising, and branding. It's important to take into consideration that customers don't feel as if they were treated well just so they would return or repeat the business. Good post, Becky, keep at it! :) Aside from consistency is a good strategy that smoothly combines marketing, customer-loyalty program, advertising, and branding.

It’s important to take into consideration that customers don’t feel as if they were treated well just so they would return or repeat the business.

Good post, Becky, keep at it! :)

]]> By: Bill http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2140 Bill Tue, 29 Jan 2008 23:41:48 +0000 http://customersrock.wordpress.com/?p=422#comment-2140 Becky, I also think consistency is important. But how consistent is it for Buick to try and reach a younger audience with a brand that represents a car for an older demographic? I never really bought the idea that Tiger ever drove a Buick – now Nike, I believe. But I think trying to change perceptions is a very rough road to travel down, even for Buick. Now, building intrigue and interest by having a members only club could have been a smart move as long as it, as you allude to, is consistent with all of its communication (both spoken and especially perceived). Thanks for the post! Becky,

I also think consistency is important. But how consistent is it for Buick to try and reach a younger audience with a brand that represents a car for an older demographic? I never really bought the idea that Tiger ever drove a Buick – now Nike, I believe. But I think trying to change perceptions is a very rough road to travel down, even for Buick.

Now, building intrigue and interest by having a members only club could have been a smart move as long as it, as you allude to, is consistent with all of its communication (both spoken and especially perceived).

Thanks for the post!

]]> By: Becky Carroll http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2141 Becky Carroll Tue, 29 Jan 2008 22:17:00 +0000 http://customersrock.wordpress.com/?p=422#comment-2141 Jay, thank you for chiming in on this! When I think of a customer experience continuum, consistency is the ticket to get in; creating a remarkable experience will set one apart from others who are doing it well, and it is the next level. Best in class companies make the experience remarkable and relevant, based on customer needs and expectations. I agree - having Tiger as a spokesperson has been great for Buick. He is very believable and attracts the younger demographic they are seeking. Jay, thank you for chiming in on this! When I think of a customer experience continuum, consistency is the ticket to get in; creating a remarkable experience will set one apart from others who are doing it well, and it is the next level. Best in class companies make the experience remarkable and relevant, based on customer needs and expectations.

I agree – having Tiger as a spokesperson has been great for Buick. He is very believable and attracts the younger demographic they are seeking.

]]> By: Jay Ehret http://customersrock.net/2008/01/29/buick-reaches-out-to-golfing-owners/comment-page-1/#comment-2142 Jay Ehret Tue, 29 Jan 2008 19:11:58 +0000 http://customersrock.wordpress.com/?p=422#comment-2142 Becky, I would like to add that in addition to consistency, the customer experience needs some remarkability as well. Buick has done an outstanding job in leveraging Tiger Woods into a remarkable customer experience. Becky, I would like to add that in addition to consistency, the customer experience needs some remarkability as well. Buick has done an outstanding job in leveraging Tiger Woods into a remarkable customer experience.

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