First-time customers – what’s your plan?
Great brands connect to customers in emotional ways. They surprise them, delight them and make them feel special. This past week I took my mother to her first Tampa Bay Lightning game. I go often, and as always the experience was blast. The Lightning hospitality team is world-class. I’ve blogged about them before. Every staffer treats you like you are the most important customer. As my mom and I were headed to our seats, we asked the usher for assistance. I mentioned to him this was my mom’s first time to a Tampa Bay Lightning game. Acting like we were the most important fans in the house, he introduced himself as Tom. We small talked with him for a few minutes. He told us how much he loved his job and that he had worked for the Lightning for ten seasons.