Maybe I just love an underdog, but I’ve been an NBC fan for years. I know that some people have abandoned the network for other sitcoms (or more likely, trashy reality shows), or were up in arms when they temporarily shelved Community, but I continued watching.
But after my recent vacation to New York City, though, I am proud to say that NBC is my favorite network.
How’d they do it? Well, let me tell you!
My friend and I went into the NBC Experience Store in Rockefeller Plaza to pick up tickets for NBC’s Studio Tour. As soon as we entered the store, one of the sales associates greeted us, discussed NBC’s lineup with us, and offered to take our picture with a very classy cardboard cutout of the Today Show’s Matt Lauer.
I’ve never had a sales associate pay that much attention to me without trying to convince me to buy something.
While debating if I wanted to buy a plush Li’l Sebastian, I was approached by one of the interns from Late Night with Jimmy Fallon. She asked me if I wanted to see Jimmy Fallon rehearse his monologue before they taped his show that night. For free. She explained that it’s one of their unadvertised perks. (Until now, sorry Late Night with Jimmy Fallon…)
Four hours later, I and fifty other people were seated in his studio while he read off monologue jokes and noted our responses.
Nobody that worked for NBC looked like they hated their life. Sales associates in the store joked around with customers, tour-leading pages were knowledgeable and friendly, production assistants were absolutely stoked about the shows they worked for, and Jimmy Fallon and his crew acted like they have a blast every single day.
Their enthusiasm fed my own enthusiasm, even when I waited over an hour to watch Fallon’s monologue rehearsal.
While NBC’s Studio Tour was probably created to draw in more revenue, I enjoyed having the chance to see the sets of some of my favorite TV shows. While on the tour, the pages dropped little-known trivia, encouraged questions, and answered all queries thrown at them. The tour guides even sneaked in some hints about future guests on Saturday Night Live. The mention of Justin Bieber threw the female teenagers in my group into a flailing tizzy.
Takeaways from NBC:
- Keeping your customers interested in you is key. Reach out via social media or in your brick-and-mortar stores and start a conversation with them.
- Now that your customers are fans, keep up their enthusiasm by offering them something that no one else can get. Whether it be some exclusive content or a coupon, they’ll love you even more for it.
- Customers can spot employees that hate their jobs (can you say Walmart?), and it will leave a sour taste in their mouth. Strive to keep your employees happy and to make your workplace a little less hostile.
- Is there more to your company than your product? Your brand advocates want to know! Show some behind-the-scenes pictures, introduce your accountants, and let that personality shine!
NBC may make stupid choices about their programming, but they definitely know how to make it up to their fans in person. Short of canceling Community, there isn’t anything that would make me abandon my love for NBC – I have way too many positive experiences with their company.
Have you had a memorable experience with a brand that won them your business for life? What do you do to keep your customers enthusiastic about your brand? And if rival networks think they can do better than NBC, I’m more than willing to stop by and make an assessment – just send me the money for airfare.