In China, hotpot restaurants are everywhere. Haidilao can be the most popular hotpot chain in China. People are willing to wait for more than a few hours for a table in Haidilao without any complaint. Some of them even enjoy the waiting time. Waiting for hours seems like a tradition of Haidilao. How it is possible?

When you wait there for a table, you can get free manicures, free shoeshines, free internet access, free chess game, free snacks, etc. Therefore, people would not feel bored or angry, and they get a lot of things to do. When you finally have a seat, waiters would offer you protective bags for cell phones. Of course, the quality of food is also good. Haidilao almost satisfies every customer with any need. The remarkable service attracts more and more people, and now it is well-known that Haidilao provides extraordinary service.

The CEO of Haidilao, ZhangY advocates “service first, consumer first” as business philosophy. The outstanding service becomes a sustainable competitive advantage. People can enjoy the delicious food and royal service at the same time. The customer satisfaction builds up loyalty. They are more likey to have dinner in Haidilao again. When they feel great about the restaurant, they are happy to tell people around them. The positive word of mouth from loyal customers not only drives more people coming for dinner, but also set good reputation. The success all based on the high customer value. Every business leaders know the importance of customer service, but not many business emphasis it so much like Haidilao. Every new customers are impressed by the exclusive experience.  Apparently, the marketing strategy of Haidilao verifies the incredible power of customer service.

With the increasing number of the billionaires, the demand for luxury goods also rises rapidly. A while ago, a Hermès diamond BIRKIN was sold for $203,150 setting a new world record for the most expensive handbag ever sold at a public auction. Obviously, Hermès is targeting the ultra-rich people.

Hermès has a very strong positioning in the luxury market, which it owes its almost 200-year old heritage. The incredibly high prices and limited edition series make the products from Hermès exclusive. This strategy definitely works. We can see so many people are eager to own the handbags from Hermès. In order to get Birkin and Kellly which are the most wanted Hermès handbags for women, people have to buy other stuffs like jewelry or shoes from Hermès . That seems to show that they are in the membership. If you just walk by the Hermès shop and go there for the first time, it is barely possible for you to buy a Birkin.  You have to keep shopping in Hermès. Some of the customers complaint that they bought goods that they do not really want to buy. However, no one forces them to buy. Their desire to show their achievements to others drives them to buy luxury goods. In addition, sometimes Luxury can be as indulgence. Consumers are willing to pay high price for goods that express their individuality. Luxury makes them feel good. That is why is so significant to know consumer psychographic analysis. To understand what consumers need is the key to be successful for a company.