Gong Yongjun of Shanghai Zhilang Marketing: Enterprises should put more effort into customer experience

It is understood that Gong Yongjun, the founder of Shanghai Zhilang Marketing, said in a media interview that with the rise of China's middle class consumer awareness, consumers have put forward higher requirements for good customer service. Direct sensory experience can better influence consumers' purchasing decisions. Therefore, the transformation and upgrading of traditional enterprises must do a good job in experiential marketing. 1. Why customer experience should exceed expectations
For example, when a left-handed person comes to a restaurant to eat, the restaurant waiter has to put the fork on his right side. This is the service experience. A good service experience must exceed customer expectations during the interview. Gong Yongjun, the founder of Zhilang Marketing, said that he stayed at a Seven-Star Burj Al Arab Hotel during his trip to Dubai. After staying there, he did not feel anything special and was slightly disappointed. However, after objective analysis, Gong Yongjun found that the decoration and hardware of this hotel were very perfect. It was just that he had been disappointed with it before. Expectations are too high. There are countless such examples.
2. The customer experience that exceeded expectations doubled the profits of Zhilang Marketing partner Hangzhou Yuyi
It was precisely because of this experience that during the cooperation between Shanghai Zhilang Marketing and Hangzhou Yuyi, Gong Yongjun helped Hangzhou Yuyi A marketing strategy of experiential marketing has been formulated. A healthy car seat cushion allows car owners to experience traditional Chinese medicine massage services while driving. It can effectively prevent and alleviate various aches and diseases caused by sitting for long periods of time while driving. This healthy and novel product Experiential consumption enabled Hangzhou Yuyi’s new products to receive rave reviews as soon as they were launched, and sales increased several times in half a year!