Friday, June 11, 2010

It is not customer appreciation day if it is a marketing stunt

A national QSR sub chain was selling sandwiches for $1 yesterday and calling it "Customer Appreciation Days." It is not customer appreciation day if a regular customer has to stand in line for a considerable amount to get a sandwich for a buck that they normally pay $4.89 for.

Yes, the marketing stunt clearly generates interest in a $1 sandwich, however by alienating the real customers who maybe will come back after this stunt, the net is negative. A relationship with the customer is the key to creating customer advocacy. When that relationship is not honored the consequence is not pretty.