Make place for the necessary along with the exotic and the luxurious. - Photo: SATISH H.Brands should not forget customers' basic needs in their zeal to delight with unique services.
As marketers we are always wondering how to give our customers an experience they will not forget. More critically, if we can get our customers to talk to their friends about their experience, or better still, go online and tell the whole world about the brand, then we can certainly reward ourselves with a drink! The reality, however, is that either because customers are getting more demanding by the day (or minute) or because we are constantly struggling to get our service act right, experiences like this seem to be a rarity.
