Picture courtesy of hellokitty.com
I just received a limited version of a Hello Kitty item. It made me remember the time when I was a Hello Kitty fan years ago.
I first knew of Hello Kitty in the late 70's to early 80's. There was a Sanrio store (store name was Gift Gallery) near where I lived, and each time we pass by, I would have to go in and touch the cute merchandise in the store. I didn't get something every single time I go in. When I did see something I like, and when I was allowed to get it, I'd be giddily happy. Why? Not only because I was getting something I liked very much, but the way the merchandise was packaged was also great.
Each item, no matter how big or small, would be put in a beautiful paper bag - always colorful. Every child loved the bags the store had. On top of that, the cashier would always put a very tiny little toy - just something extra. You'll never know what you'll get - it was an element of surprise.
The whole experience - the store layout, the merchandise, the packaging, made the whole shopping experience wonderful every single time. The image of the store has always been consistent - cute, neat and colorful - a child's heaven. The company really took care to make the detail of each step of the customer's experience enjoyable. To go into such a store as an adult brings back good memories of childhood. No wonder Hello Kitty fans are increasing - the fans are not only kids, but adults as well!
Are you making an effort to make your customer feel special? I personally have not come across companies like Sanrio often. I came across great products and services. However, I was not loyal to most of them because they lacked the genuine effort in making my experience pleasantly unforgettable.
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