As heard by Betsy Allgood

Marketing Assistant
King’s Daughters Clinic – Temple, Texas
 Experiences vs.
Services!
Providing intangible activities,
memorable events, in a personal way.

In today's economy it’s important to

provide people with services,
or something memorable,
to take away from their experience.
 Goods and Services are no longer enough.

 Staging experiences is important to engage

clients.

 Making that direct connection with the

customer is important.
 Eatertainment is the best example of
goods/service/entertainment all together.
Guests go in typically for dinner and leave
with memories and souvenirs.
*Goods= Food
*Service= Waitresses/Waiters
*Entertainment= Dinner show/movie
themes/ jungle noises

“No, I don’t want to go pay 12 dollars for a

small crappy burger just so I can say I ate
there but we can run in and get t-shirts.”
– My Brother every time we are on vacation
Walt Disney wanted to
create a world where
people could escape.

Disney World is the best

example of employees being
actors.
Getting to know the customer with
“smart” services creates an
experience for the customer beyond
what they are expecting from a
hotel.

A bell man learning your name before you walk in:

Isn’t that more than you’d expect already?
 If employees are hired as characters into a
“role” of what they are supposed to do, they
are more mindful of their element in the
“play” or “experience.” You have placed
them there for a reason.

 The Character should relate to the company

or for whom the work is being done.
Hot Topics must have the rocker attitude
& look to be cast into an associate role.
This appeals to the customer that seeks
that feeling of connectedness to the
store at which they shop.

All Abercrombie & Fitch

Employees must submit
headshots with applications
& be close to a “model look”
to be retail employees.
 The experience that
best engages the
client/customer/guest
 It’s also important to remember that every
small piece of the company product, service
& goods pulls together to create an over all
feeling for the customer. In turn, this
creates and identity for the business.

 It is important to remember to do everything

with intention because all the little pieces
add up to equal WHO you are as a company.