Bear with me, as I'm about to geek out about some of my favorite subjects: marketing and Game of Thrones. But I promise, if you hang in there with me throughout the duration of this article, you will gain a nugget or two of wisdom -- and you don't have to be a fan of Game of Thrones to do so.
Ok, here goes. (Warning: Game of Thrones Season 8 spoilers to follow.)
Season 8 of the Game of Thrones TV series is considered by many to be a disappointment. Even as I type, there is a Change.org petition circulating called "Remake Game of Thrones Season 8 with competent writers." As a marketer, I can't help but think about the TV series as a brand and its viewers as customers.
Every scene, every character, and every line delivered is a touchpoint or interaction that could alter the way the viewer-customer feels about the Game of Thrones TV series as a brand. To provide an ideal customer experience across all touchpoints, the writers of the show must understand what viewer-customer needs drive these interactions.
That's where the Game of Thrones TV series writers have failed in Season 8. Good brands understand what customer needs fuel what touchpoints and, as a result, they provide their customers with appropriate, meaningful, and endearing interactions:
(I know, I know. You're probably thinking: What's interactive about watching a TV show? I consider the viewers' social media response to be interactive.)
By providing customers with appropriate, meaningful, and endearing interactions, brands can not just meet but exceed customer expectations -- and avoid disappointment on the (grey-) scale of GOT Season 8.
For more tips on creating ideal customer experiences, download THAT Agency's Guide to Digital Marketing in 2019 for free now.