"ブランドマーケティング担当者として、私はサービスを販売するだけでなく、顧客体験をブランディングすることを重視しています"

The main idea here is that when you're in the business of marketing a brand, you shouldn't just focus on selling a service or product. It's equally—if not more—important to create a memorable experience for your customers. The experience they have with your brand is what truly sticks with them and builds loyalty.

To give you a bit of context, this approach to marketing became particularly relevant in the digital age. With so much competition and the ease of switching from one brand to another, the companies that stand out are those making customers feel something special. It’s not enough to just have a good product; how you make your customers feel when they interact with your brand can make all the difference.

Imagine you’re at a coffee shop, and there are two baristas. One just hands you your coffee without a word, and the other takes the time to ask about your day, remembers your name, and maybe even how you like your coffee. Which experience would you prefer? Most people would go for the latter. Starbucks is a great example of a brand that gets this. They don’t just sell coffee; they create a “third place” between work and home where you feel welcomed and known. That’s branding the customer experience.

So, how can you apply this wisdom in your own business? First, think about all the touchpoints someone has with your brand—from the first time they hear about you, to their experience on your website, to the follow-up after they make a purchase. Aim to make each interaction delightful and memorable. Train your staff to be friendly and helpful, make sure your website is user-friendly and engaging, and follow up with customers to ensure they’re happy and feel valued.

Let’s dive into a relatable scenario to make this even clearer. Imagine you run a small bakery. You could just sell delicious pastries and call it a day. But what if you took it a step further? You could make sure your shop always smells amazing with the scent of fresh-baked goods. Maybe you offer a little sample to everyone who walks in. You remember your regulars’ favorite treats and maybe even occasionally throw in a free cookie for their kids. You might post fun, behind-the-scenes videos on social media showing how your pastries are made. All of these things contribute to a memorable customer experience that keeps people coming back—not just for the pastries, but for the joy they feel every time they visit your bakery.

In short, the essence of this quote is about going beyond just selling a service or product. It’s about creating an emotional connection and a positive experience that builds lasting loyalty. So, if you want to stand out in a crowded market, focus on making every interaction with your brand something special. That’s what will keep your customers coming back for more.