Experiences are greater than material products.
I’ve been hearing this mantra from many directions lately. For example, Instagram is using influencers and ads to capture the experience you will get from engaging with the product – to capture the feelings and emotions tied to using their product. Going to a conference has changed; it used to be the land of samples, dry education, and services or product information. Today’s conferences have focus on the guest experience; food and drinks, location, engaging education and entertainment, and community building.
The membership team at MRAA went to a seminar in early April, the Secrets to Engagement, to learn about how we can continually improve how we serve our members. The emphasis on impressions and experiences was impactful, and it helped us take a look at how we welcome new members into the association.
We know marine retailers join for our tools, resources and education – what can we offer as the staff to turn our products into experiences? It seems so simple as I put these words down: It’s about the human interaction; it’s about making people feel important and heard; it’s about responding to a need with compassion and support. MRAA members are our customers, and we need to maintain focus on how to continually improve how we deliver excellence with interactions that result in meaningful experiences.
To further develop this thinking, the MRAA staff is participating in the elite education put together by the Continuous Certification team for Certified Dealers in quarter two – "Improve Customer Loyalty with a Customer Experience Mindset," by Theresa Syer. Theresa points to a similar mantra around experiences; detailing the emotional experience that retailers must deliver to move from delivering in customer service to deliver an engaging customer experience. When customers visit a marine retailer, the staff needs to focus on the experiential mindset that combines the sum of all moments while at the dealership. That means the entire staff ensures the guest feels cared for and addresses their needs in an intuitive and human way. It seems obvious, I know, but it’s challenging in practice. Theresa underscores the importance of success in this area, however, when she says, “The Human Factor is the behavior that directly influences your customer based on how you made them feel.”
The time for change on how we deliver on experiences over selling products is now. We only have one moment to make a lasting impression that could create a loyal, raving fan of a customer. And the boating industry is noticing this trend. We need to shift from selling boats (the product) to remaining focused on delivering boaters a world-class lifestyle (the experience). What can we do to increase the positive experiences for customers, members, and guests, to impact future spending and commitment to each of our unique brands? In some cases, it will be as simple as a genuine smile!
Are you interested in learning more about enhancing the customer experience at your dealership? The Marine Industry Certified Dealership program has the template for developing the resources and processes to create loyal fans as customers.