Tuesday, August 14, 2007

Marketing is about much more than ads

I've been on the road a lot these last few days--including today. The other day, I dropped off my rental car at Enterprise in Romulus, near the Detroit Airport. Not only was I greeted nicely, but it was about 2:00 p.m., I had a flight to catch and I'd not eaten.

The woman told me to board the second shuttle, which was on it's way, but then pointed me to a grill where they were grilling hot dogs. They offered all the customers hot dogs, with all the fixings and bottles of water to take with them to the airport.

This is not only marketing, this is really good marketing. Despite the fact that I just got the American Express Platinum and that gives me free club access to some other rental companies, I keep going back to this Enterprise, because they always greet you quickly, offer you a bottle of water and get you on your way.

Congratulations to the Enterprise team for making sure that marketing goes right through to the customer experience.