籃球與剪刀－體驗行銷在CLASSIC經典理髮之應用

Abstract

國內學者對於理髮廳的研究，多集中在以女性顧客為主的連鎖沙龍，並且多為服務品質及滿意度等調查，較少針對主題式的男士理髮廳之體驗行銷策略進行研究。故本研究先對顧客進行預試問卷，再透過深度訪談的方法，對CLASSIC經典理髮老闆及四位顧客進行訪談，並加入研究者參與觀察的結果，更深入的了解CLASSIC經典理髮店家的體驗行銷策略及顧客的實際感受。本研究發現，CLASSIC經典理髮主要顧客為北部地區的男性，且多數都熱愛運動、熱愛籃球。CLASSIC經典理髮以籃球為主題的品牌故事、標識設計和品牌價值，成功地吸引了顧客的關注和認可。店家在體驗行銷中，運用較多感官行銷，其中又以視覺體驗占比最高，透過籃球主題，能帶給顧客最好的第一印象。在聽覺體驗的部分，以具有節奏感的Hip Hop音樂為主，使顧客感受到活力與潮流氛圍。在嗅覺體驗的部分，以具有男人味的美髮產品香味為主，營造出獨特的理髮環境，讓顧客感受到專業與品味。在觸覺體驗的部分，以挑選過的皮質座椅及熟練的技術為主，提供舒適的理髮體驗，讓顧客感受到尊貴與品質。除此之外，店家也透過行動行銷，改變顧客的日常生活習慣並提高再訪意願，有助於品牌形象和顧客忠誠度的提升。在體驗提供者的部分，以最直接提供服務的人員為主。其次，店家也透過溝通，與顧客有更深一層的交流。第三，店家透過電子媒體提高品牌的曝光，以及帶給顧客在店內聽覺上的體驗。Domestic research on hair salons has primarily focused on chain salons catering to female customers, often conducting surveys on service quality and satisfaction. There's been limited exploration of experiential marketing strategies in themed men's barbershops. Therefore, this study conducted a pilot questionnaire with customers and followed up with in-depth interviews with the owner and four customers of CLASSIC Barbershop, supplemented by researcher observations. The findings revealed that CLASSIC Barbershop primarily attracts male customers from the northern region, many of whom are sports enthusiasts, particularly basketball fans. The shop's basketball-themed branding has successfully garnered attention and recognition. Utilizing SENSE marketing, particularly visual experiences, CLASSIC aims to create a strong initial impression. Auditory experiences are enhanced with rhythmic Hip Hop music, while masculine scents create a unique ambiance. Comfortable seating and skilled techniques provide a luxurious and quality barbering experience. Additionally, the shop employs ACT marketing to alter customer habits and increase revisit intentions, enhancing brand image and customer loyalty. Direct service providers and effective communication deepen customer interactions, supplemented by electronic media to boost brand exposure and auditory experiences within the shop.