What I Learnt about Bangkok’s Terminal 21

I took a break away from work and went to Bangkok for a four day leisure trip. It was a short trip meant for shopping and dining. I never thought that I would be this amazed and impressed with my first visit to Bangkok’s Terminal 21- the shopping mall. But I was.

Terminal 21 is not just  another shopping mall. It takes shoppers  on a journey to places around  the world.

It is designed  like a modern airport that places  several world-famous  cities under one roof. In addition to  the international brands of  various  cities, I was delighted to  explore the  local designers’  stores that emulate a  night bazaar in such a comfortable setting. It has nine floors and houses over 600 shops, a Cineplex, Gourmet Market (supermarket) and a food court with a choice of Thai street-good and international cuisine.

Thai Local delights

I liked the good experience offered by Terminal 21 lifestyle mall. Once you step inside, you can enjoy the different experiences from the unique themes of each city on each floor. The interior decorations and the replica of street scenes of the cities are rather appealing to the eyes and triggering emotional sensations. It was really fun to begin the shopping experience at Caribbean (basement), Rome (ground), Paris (M),  Tokyo (first), London (second), Istanbul (third), San Francisco (4th and 5th) and Hollywood  (6th floor) that houses an eight-screen Cineplex.  You can wander around a maze of shops in Tokyo City for women’s fashion, London’s Carnaby Street for Menswear; look for bargain gifts, jewellery, fashion accessories in the Istanbul Zouk, and head for food at the Fisherman’s Wharf in San Francisco or opt for other vast choices of 50 restaurants and cafés.  Even the restrooms at each floor are elaborately designed to match the theme of the cities created for each floor.

The process of getting information on Bangkok Terminal 21 is easy. You can search the information from the Internet, or grab the mall directory or access “check in” flight information at the helpdesk counter, or surf free Wi-Fi in the mall. Seeing it from the service marketing mix and experience perspective, Terminal 21 is a mall designed with creativity that sets the right moods (physical setting and facilities) for shoppers to enjoy the diversity of shopping experiences. It offers a range of choices (product and services), the value of what you like (price you pay) and experience in each floor. The hospitality and services (people) from café/restaurants/shops make you feel welcome. The location is next to Asok Station and accessible (place) by Bangkok Mass Transit System (BTS). 

That is it!  The era of customer experience as the new marketing strategy for any businesses to stand tall among other competitors. Terminal 21 is not just offering shoppers with product and services, but more effort has put into creating a meaningful shopping experience that has delighted me and give me a compelling reason to return to it in my next trip, as well as to share my great experiences with you.