In the spring of 2020, my wife and I took the plunge and purchased a brand new travel trailer, dreaming of the open road and the countless adventures that awaited us. We envisioned ourselves exploring national parks, discovering hidden gems, and making memories that would last a lifetime.
Delivery day arrived, and with hearts racing, we went to pick up our shiny new trailer. However, my excitement was quickly tempered by a disappointing detail. As a promotional marketing professional, I was stunned when the dealer handed us the keys tied together with a simple zip tie. Here we were, investing in a high-value product, and the dealership had so little marketing imagination that they couldn't even present the keys on a branded keychain. I reached out to their marketing person and the general manager to offer my expertise and help them elevate their customer experience, but my efforts went unanswered.
Fast forward to our most recent adventure. While preparing for a weekend getaway, we realized we had lost a set of keys to the trailer. Desperate to replace them quickly, I reached out to an RV parts company. Within a week, I received a new set of keys for just $10.00, shipping included. But that wasn't all. To my delight, inside the package was an inexpensive $1.00 keychain, branded with the company's logo, phone number, and email. It was a small touch, but it made a huge impression. I immediately attached the keys to the keychain and vowed to give this company the first right of refusal for any future business I could send their way.
The contrast between these two experiences couldn't have been more stark. The dealership, by handing over keys with a zip tie, left me with a somewhat negative impression despite the substantial purchase. Meanwhile, the RV parts company, with their simple inclusion of a branded keychain, won me over completely. It wasn't about the monetary value of the keychain; it was about the message it sent. It showed that they cared about their brand and their customers, creating a lasting positive impression.
Branded products can make a huge difference in how your company is perceived. A small investment in something as simple as a $1.00 keychain can transform a routine transaction into a memorable customer experience. In the world of marketing, it's often the little things that matter most. They convey care, attention to detail, and a commitment to quality, turning one-time buyers into loyal, lifelong customers.
Delivery day arrived, and with hearts racing, we went to pick up our shiny new trailer. However, my excitement was quickly tempered by a disappointing detail. As a promotional marketing professional, I was stunned when the dealer handed us the keys tied together with a simple zip tie. Here we were, investing in a high-value product, and the dealership had so little marketing imagination that they couldn't even present the keys on a branded keychain. I reached out to their marketing person and the general manager to offer my expertise and help them elevate their customer experience, but my efforts went unanswered.
Fast forward to our most recent adventure. While preparing for a weekend getaway, we realized we had lost a set of keys to the trailer. Desperate to replace them quickly, I reached out to an RV parts company. Within a week, I received a new set of keys for just $10.00, shipping included. But that wasn't all. To my delight, inside the package was an inexpensive $1.00 keychain, branded with the company's logo, phone number, and email. It was a small touch, but it made a huge impression. I immediately attached the keys to the keychain and vowed to give this company the first right of refusal for any future business I could send their way.
The contrast between these two experiences couldn't have been more stark. The dealership, by handing over keys with a zip tie, left me with a somewhat negative impression despite the substantial purchase. Meanwhile, the RV parts company, with their simple inclusion of a branded keychain, won me over completely. It wasn't about the monetary value of the keychain; it was about the message it sent. It showed that they cared about their brand and their customers, creating a lasting positive impression.
Branded products can make a huge difference in how your company is perceived. A small investment in something as simple as a $1.00 keychain can transform a routine transaction into a memorable customer experience. In the world of marketing, it's often the little things that matter most. They convey care, attention to detail, and a commitment to quality, turning one-time buyers into loyal, lifelong customers.
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