J.Crew takes care of customers when it gets busy

by Stan Phelps

in purple goldfish project

Digg Digg

H2O while you wait in line

J.Crew flows into the Purple Goldfish Project at #625 courtesy of a submission by  Jim Joseph, author of ‘The Experience Effect’

jcrew bottle of water

“So here’s another purple goldfish, and I actually feature it in my
book … I experienced it again yesterday.

J.Crew. I’m a huge fan, have been a for awhile. Brand experience is
exceptional, always consistent whether you are at the store, online, or browsing the category. Distinct to each of those venues, but always J.Crew.

The shopping experience in store is particularly good. The sales staff all wear the clothing, so you can actually see how things will look. I’ve had many of them show me how to tie a tie the “just so cool way” they are wearing them, or how to role the cuffs up on a pair of jeans, or how to partner a pair of shoes with new khakis. This is in store, but they also offer a personal shopping service online as well.

I was at one of the Manhattan stores yesterday, and as you can imagine for a Saturday afternoon in December it was packed. Didn’t matter though, the service was impeccable. When I walked in the door, I was greeted by a salesperson. I immediately told her that I was looking for a purple jacket for my daughter …. she immediately took me to the back of the store to see three options. I went upstairs to the mens department where the service was just as good, despite the crowds.

With merchandise in hand, I proceeded to the registers where there was a huge long line. Here’s the kicker …. more sales people were working the line with buckets of small bottles of water for the people who were waiting. And helping select more items while people were in line.

That’s a purple goldfish!”

Today’s Lagniappe (a little something extra) – Love this video from J.Crew.  Fell in love with my wife on a trip to Praha.  If you’ve never been to Prague, run don’t walk:

Lagniappe defined: A marketing lagniappe,  i.e. purple goldfish,  is any time a business goes above and beyond to provide a ‘little something extra’.  It’s that unexpected surprise that’s thrown in for good measure.

How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth?

What’s Your Purple Goldfish?

{ 1 trackback }

Tweets that mention J.Crew takes care of customers when it gets busy -- Topsy.com
January 10, 2011 at 5:30 pm

{ 0 comments… add one now }

Leave a Comment

CommentLuv Enabled

Previous post: What would you do for a Terratrike?

Next post: St. Francis Hotel makes lagniappe out of spare change