068: How Tory Sport Brings Online Experiences to Life – and How you Can Too [Case Study]

In this episode of The Heart of Marketing, John Gregory Olson and Jayme Soulati share some stories about their own customer experiences that resonate with value, emotion, and making someone feel special. Jayme was recently a guest at the Grand Hyatt--Washington, DC for a global summit. As she social media-zed her experience in pictures and posted on Twitter, Instagram, Facebook and Foursquare, the Grand Hyatt was right there saying thanks. Then, a bowl of chips, dip and waters arrived in Jayme's room with a hand-written note of thanks. Can you guess how that made Jayme feel? Yes, special. And, that's what Tory Burch Sport is doing in NYC -- shaking up the customer experience with a run-way feel in the store and a spa-like relaxed setting for customers to have a seat, speak with designers, have a beverage, and talk style. For its first non-line store experience, Tory Sport is approaching customers drastically different -- on purpose. How can your business get in this groove? You do know that 'customer experience' is the new marketing buzzword, right? Well, we've talked all about this in Episode 55 on Experiential Marketing, with Trader Joe's and Grocers get local in Dayton, Ohio, too. The thread that ties it all up in a bow is value, emotion, feeling, and heartfulness. Can you make your customer feel heartful? What do we mean by that, anyway?  Listen in, and you'll soon understand what John and I mean. We couldn't resist bringing this story to you because even the Wall Street Journal is getting with the program and featuring Tory Burch Sport and customer experience.