#CustomerSatisfaction to #CustomerDelight to....

Post a long & tiring drive, irritation over weekend getting over too fast and anxiety over the Monday, just a few hours away, it isn't easy to get cheered up. But a glass of cold coffee with icecream, which wasn't really great, did that. So much that, all the bulbs of marketing & creative brain lit up. So much that, a new Marketing term, a new #CustomerBehaviour related concept got illuminated in my mind!

Three of us, on our way back after spending a Sunday in Varkala, just decided to have some coffee, before we prepare ourselves for the Monday Blues. Just three simple drinx and just Rs. 378 and the cute little Cafe in a bylane of Trivandrum, @KaffeeHaus, just bowled me over, as an individual customer and as a Marketing pro.

As I paid the bill and we walked out, I got handed over with a booklet which several discount coupons. Surprise!

And a little box with a cute little bow and a cute little card with a hand-written and so personal, smilee!

I opened the box, which has had some little things to eat, including a really cute little pouch with two little chocolate buttons

As celebrated #BrandManagement guru, Saatchi has famously said - which is also a subject for many a Doctoral Thesis - 'A Brand is a journey from a trademark to a Lovemark'...the small little brand, @KaffeeHaus, has really traversed that journey in a span of an evening and not years - what takes most of the brands - or even decades.

As two people in love and/or an intimate relationship of warmth & friendliness, would do, there was a little - not a printed, advertising type of stuff - hand written note, which ended with - with something which many #Brands / #BrandManagers won't ever do - the word, 'Love'!

And so, if a brand is about #LoveMark, #CustomerSatisfaction...or even, #CustomerDelight is passe....I would say, the new peak brands have to scale, the new concept in building the all important #CustomerRelationship has to be #CustomerCharmed

It isn't a big offer, a big prize or discount or a big gesture. It is about an personal, rather, intimate gesture, that just can't stop at delighting you; but, Charming you. That's indeed the new paradigm in #BrandManagement: #CustomerCharmed.