Comments on: What We Can Learn About Trust & Brand from DK Diner

By: Columbus Ohio Business Community - Synergy Challenge | Columbus Social Media + Social Media Strategist | Nate Riggs & Social Business Strategies

Wed, 21 Apr 2010 21:50:45 +0000

[...] several posts on Columbus businesses like DoMedia, TixiT, Sparkspace, Media Source and even DK Diner. There’s plenty more to [...]

By: Keith Lampe

Keith Lampe — Mon, 01 Feb 2010 16:05:08 +0000

DK is definitely at the top of my list as far as breakfast places to go. Like Phyllis said, they keep the tables full due to word of mouth. Others who get the hype and the buzz may initially “take off” because they are the latest/greatest in their market (be it a restaurant, store, bar, etc.) and thereis big marketing push, but if they can’t deliver….you have a bunch of “one and done” customers. These folks come once to say they’ve been and never return because they were not impressed.

By: Nate Riggs

Nate Riggs — Mon, 01 Feb 2010 13:01:03 +0000

Mark & Phyllis – you are both spot on. For some reason, businesses seem so concerned with how they go to market, instead of staying focused on what they bring to the market. And to Mark’s point, it’s not just the product, it’s the entire customer experience that has potential to spread, either through word of mouth or online.

By: Mark Henson

Mark Henson — Sun, 31 Jan 2010 22:02:35 +0000

Great article! I’ve always preached both internally and externally that creating an experience like you described is THE BEST FORM OF MARKETING YOU CAN EVER DO. Sorry for the all caps, but that point is important! Thanks for making it so clear in your description of DK! And, thanks for making me hungry for donuts.

By: Phyllis

Phyllis — Sat, 30 Jan 2010 21:56:15 +0000

Nate,
Another thoughtful post. DK Diner obviously earned their reputation through old fashioned word of mouth that any business craves. Social media allows for us all to share that info easily and with a larger audience which is great.
Too often it seems that the best promoted, most hyped place gets all the buzz instead of those who are focused on the best product, best customer experience and – well as you said, being the best they can be in thier world.
It’s a great reminder that the focus on product and performance should come before promotion. No?

By: Nate Riggs

Nate Riggs — Sat, 30 Jan 2010 20:44:18 +0000

Thanks Dave. It’s a scary step for some businesses. DK is small, local and has been around for a long time. That makes it easier. Wouldn’t the world be cool if big business could start to adopt some of this mentality?

By: Dave Huffman

Dave Huffman — Sat, 30 Jan 2010 19:49:51 +0000

Perfect example of what I was talking about with some colleagues the other day. Brainstorming on ways to “get the word out” our program, I brought up the question “Can we just focus on making our program better, first?”

Just goes to show that people will ultimately find out about a great product and/or great service.

Seems so common sense, but I’ve rarely seen people focus MORE on the product and customer experience than on the “marketing” of the product that already exists.

I mainly come from a music world and in that world if your songs suck (however you define that) – NO ONE LISTENS. No matter how much time you spend online spreading the word.

I love the “trust the customer” model. Radiohead took this to the next level with music, but some restaurants on the West coast have been using a “Pay What You Want” system for awhile – citing that even in the most extreme example, customers who couldn’t afford to pay still cover their meal by helping to wash dishes, clean up, etc.

I could go on and on about it…great blog Nate.