[Authored by Patcharee Noiboonturm, MBA Candidate] Today, it does not seem unusual for a consumer to spend more than $100 on a pair of sunglasses. Brands such as Maui Jim, Revo, and Prada can easily command $200 or more. However, when I purchased my first pair of Oakley sunglass more than 15 years ago, paying $130 for sunglasses seemed outrageous considering the number of cheaper alternatives. How was Oakley able to convince a limited-budget college student to purchase its product then and how has it been able to keep me as a loyal customer now? As discussed in Chapter 4 of Kotler and Keller's Framework for Marketing Management text, Oakley had to create customer value, satisfaction, and loyalty. Prior to making my first Oakley purchase, I had to consider the total value of the product versus the total cost. The difference is the customer perceived value (CPV) and is a key factor in whether an actual purchase decision is made.
Founded in 1975, Oakley has long been known as a leader in athletic eyewear. According to its company profile, Oakley has “a legacy of innovative, market-leading optical technology.” It was this cutting-edge image that first drew my attention to Oakley’s products. However, the product also had functional benefits that were important to me as an athlete. The sleek, wind-resistant styling and optical clarity were key features. Ultimately, my perceived value was greater than my perceived cost, and I bought my first pair of M-frame sunglasses.
http://www.velonews.com/article/3202About six months after I bought my Oakley’s, I accidentally sat on them and cracked the frame. Sadly, I knew I would not be able to afford replacing the expensive $130 sunglasses. After telling my story to other loyal Oakley owners, I was told to call Oakley’s customer assistance center. Apparently, these owners had good experiences in the past and believed that the company would step in to help a first-time customer in the hopes of building a lasting relationship. In fact, they did just that. Although the sunglasses had been broken through no fault of their own, Oakley sent me a brand new replacement frame for only $25. This single act was enough to attract me to the brand as a repeat customer.
Years later, I continue to purchase other Oakley products, mostly for their features (quality, technology, etc.), but also for their reputation with customers. However, I did not consider myself to be “loyal” to the brand until I read a story about how the company stood by Lance Armstrong during his battle with cancer.
Oakley’s marketing strategy depends heavily on the sponsorship of elite athletes. In his book, It’s Not About the Bike, Lance describes how few sponsors stuck with him once they learned of his cancer (he was an up-and-coming rider and had not won a Tour De France at the time). Caught in between pro cycling teams, Lance also learned that he had no health insurance. Oakley not only stayed with Lance as a sponsor, the company also insisted that their corporate insurance agent cover Lance’s treatment, even though Lance was not an employee (article link: http://www.velonews.com/article/3202). Reading this attracted me even more to the brand. It showed that the company was concerned about cultivating long-term relationships and reaffirmed my own past experiences supporting this belief.
Authored by Patcharee Noiboonturm - MBA Candidate