At first glance, you might consider Pacer's, a running store in Alexandria, VA to be about the same as, say, the Foot Locker in the mall. After all, they carry similar products, market to a similar audience, and have a similar pricing structure. But Pacer's does something truly remarkable. They have fans. Evangelists. People like me who just can't wait to tell the world how wonderful this store is. And that is brilliant marketing. So how is Pacer's different? Upon purchasing a pair of running shoes, here are some of my observations:
- A passionate (and therefore knowledgeable) staff. Every employee of Pacers is a runner - not a minimum wage high-school kid. Why is this important? Knowledge. When I asked questions (like should I stretch before or after a run) the staff responded quickly and with authority (both). These guys know what they're talking about. And because they love it so much, they're happy to chat with customers about ways to shave a minute off your mile or how to train for your next big race.
- Overwhelmingly exceeding expectations. When I purchase shoes, I expect friendly customer service, and someone to go to the back of the store to get the shoes for me to try on. But if you want to really impress me you'll measure my feet, watch me walk, analyze the fact that I have high arches and roll slightly inward in my stride and then pull several pairs of shoes that I can "test drive" before making a purchase (seriously, these guys are awesome). This goes back to the whole knowledgeable employees thing. When I'm impressed, I want to tell all of my friends about my amazing experience so my friend can experience the same thing.
- Creating a community. Every Tuesday, Thursday and Saturday is the Pacer's fun run. 30 or so people will gather in front of the store, run several miles and then go out for a tasty beverage. There's no charge, you simply show up. This event gets Pacer's loyal fans interacting with the brand on a whole new level. (Plus, if you attend regularly there's a discount which further solidifies the devotion to your brand).
It works because it's genuine - it's not a hackneyed "we offer outstanding customer service" slogan when really they don't. That doesn't work. Instead, Pacer's has invested in their training, people and community which leads to lots of word of mouth. The funny thing is, Pacer's does minimal advertising. Why would they need to? They've created a better retail experience and therefore people are talking - that's their marketing. So how can you be outstanding? Are you and your people completely passionate about your product or service?
Personal Attention = Great Word of Mouth by Andy Sernovitz
What Makes Good For Marketing? The Experience! by Jeff Kallay
The Art of Evangelism Web Conference by Guy Kawasaki (if you missed it, keep your eyes peeled to see if he does another one)