Customer Experience, Not Customer Service

Jimmy Buffett has only had one true hit.

“Margaritaville” went to #7 in 1977. It is a 209 word song about getting drunk on a tropical beach. Nothing more.

Today, you can buy a $20 Cheeseburger in Paradise at over 30 Margaritaville restaurants from Montego Bay, Jamaica to Sydney, Australia. Almost all of the store have a massive retail section. There are two Margaritaville hotels in Florida, with more in the works. There are Margaritaville casinos in Las Vegas, Atlantic City, Biloxi, and Bossier City, LA. And there are massive Margaritaville retirement communities planned for Daytona Beach and Orlando.

Jimmy also owns a piece of the beer Landshark Lager, Margaritaville tequila, and a line of chips, salas, and guacamole.

Jimmy Buffett has turned a 209-word song about getting drunk into a business empire.

Because he provides an experience.

When you visit his casinos or restaurants, sip on his beer, or retire peacefully at his retirement community, you’re telling the world (and yourself) that you’re a beach bum at heart. For a few minutes, you’re putting all your cares away and chillin’ in the tropical sun.

When Jimmy goes on tour, which happens like clockwork almost every summer, he sells out 20,000 seat venues night after night. The outdoor amphitheatres are filled with people in tropical garb celebrating the beach bum lifestyle. They aren’t there to hear “Margaritville” one more time. They are there to experience a break from their life and feel like a beach bum for a few hours.

Great brands don’t offer customer service. They offer a customer experience.

When the leather seats hug you and you feel the roar of the engine, you’re experiencing a Porsche.

When the smooth fruit flavors hit your tongue,. you’re experiencing Cakebread Cellars Benchland Select.

What experience do you offer your customers?

Do they escape to a tropical beach? Do they become a race car driver for a brief moment? Where do you take your customers that allows them to escape the drudgery of daily life?

Jimmy is proof. You don’t need a hundred hit songs to build an empire. You just need one great song and a desire to take your customer someplace special.

If you’d like me to play some Buffett music and talk to your group about the connection between rock history and business success, just click here and we’ll make it happen.

And if you’d like to read more on the topic, you can order Brand Like a Rock Star here.