Challenge: Gas prices are super high, how do you build brand loyalty when oil prices are ridiculous?
Advice:Take advantage of the high gas prices, bring more value to the customer then your competitor with cravable experiences.
Heightened customer experience is where it at. By now oil hungry customers know the service station is not making a huge profit off the gas. But the consumer still feels the hit to the wallet. A smart business owner will try to offset that "emotional hit" by providing more perceived value. Lowering the price temporarily doesn't build loyalty or lasting value to a car owner it just causes him to bounce all over the place looking for cheap gas. You need to create "Cravable experiences," cravable experiences and convenience will create lasting emotional traction that will help win consumer loyalty.
• Get better premium coffee beans and take beverage service seriously
• Buy nicer, thicker, insulated coffee cups with better more secure lids
• Order Krispy Kreme donuts and but a display up near the cash register.
• Offer organic "fast food" options
• Boast about having the best restrooms in town with the softest tolet paper
• Start a policy that if they have to wait in line for gas more then 3 min, a free beverage is on the house.
• Provide "old-fashioned" white glove (celebrity) service. Checking under the hood, looking at the oil level and tier pressure can all be done in 2-3 min, the time taken to fill a tank of gas. Customers are more likely to re visit your station and trust you if your looking over the car frequently.
If you can apply this concept of cravable experiences to a filling station and see dramatic results, you can most certainly can apply it to your next business promotion and see success. Good luck!
