Marketing from the end of the earth: the dilemma of Puerto Nativo Lodge

Purpose This case study aims to describe a real company created by its founders more to satisfy their desires than those of their customers. Design/methodology/approach The lead author traveled to Chiloe and spent an intensive period assessing the Puerto Nativo Lodge from a brand management perspective. The ultimate goal is to offer advice and direction to turn this labor of love into a prosperous operation. The material that follows details the findings and recommendations that would help achieve that objective. Findings Instituting brand management holds the promise of building awareness, a connection to customers and brand equity. The owners' attention to constructing the vacation experience was valuable in creating a product of interest to consumers who were aware of it. Conversely, the owners' failure to put promotional and marketing processes in place reduced the level of brand awareness and reduced the potential for sufficient volume to constitute success. Originality/value The paper provides a discussion of how to market a unique resort experience and uses the Puerto Nativo Lodge as a case study.