Frans Nel

Frans Nel

Marketing Director at Leap First
Location:South Africa
Skype:frans.nel63

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Leap First
Frans Nel
Case study: Brand loyalty is very fragile
I have a similar story; however, my experience was a bit different. Whenever I lost one of those plastic nose pads, I would pop into an optician in the shopping mall I frequent. I have always been met with a smile by various attendants who promptly whisked the glasses to the workshop in the back for a few minutes, and would reappear with my glasses, beautifully cleaned, arms re-aligned and with a set of sparkling new nose pads. In all the times I had been there, I always offered to pay – I was more than happy to spend money to get my eyesight back - however, they would never charge me, and simply sent me on my way. Every year I would go for an eye test at another optician and I will get my new prescription glasses from them. They never did anything wrong but I as now drawn to the optician that gave me the “freebie” nose pads. A few years back, I decided to give them my business instead. They won my business based on a little love and care. They deliver a little extra – even to people that aren’t clients at the time. It worked.
Posted on 13 Nov 2015 15:14
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