From the category archives:
It’s pretty obvious that using Twitter is a smart customer service tactic. In mere moments, your company can connect one-on-one with your customer – solving their problems and building their trust. Twitter can be an invaluable humanization tool for your disposal, if you know how to use it. In a recent interview with Seer Interactive [...]
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I’ve written before about the lessons we can learn from Research In Motion’s failure to keep ahead of their market (and we all saw how the market reacted to Netflix’s little flub), but with 2011 now behind us, I think there are some lessons worth revisiting. Let’s take a closer look at two companies that [...]
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We’re all familiar with this story. A business is at the top of its game, makes a trajectory-decision based on an assumption, and subsequently misses the mark. In this case, the business is Netflix…
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I went into the bank, took out the cash that I needed and paid the extra $2 fee, because I needed to get on the highway that was immediately proximate to this location and I was under time pressure. In that context, I also needed to find the restroom…
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Japanese automotive companies succeeded here, because they radically simplified the number of permutations of varieties you can have of a particular model of car, and that made it much simpler for a consumer to say, for example, “I think I want to buy a Honda.” Your head didn’t have to explode in making that decision.
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It’s a familiar scene– a guy walks into a Starbucks looking for a cup of coffee, looks up, and stares at the menu like a deer in headlights for five minutes, overwhelmed by all the choices he has to make before he can pay $4 for his delicious beverage. It may seem counterintuitive, but freedom of decision often leads to indecision.
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“I feel like I just entered crazy town!” I remember the limo driver looking back at me, because I didn’t say it very calmly. “This is insane that I have to deal with this. This is not right,” I told her, “I am a customer, I recommend your services. I continue to use your services. This just isn’t the way to treat a customer.”
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Jose Palomino is President of Value Prop Interactive and author of the book, Value Prop. Jose combines tactical creativity, strategic orientation, marketing savvy, and technical acumen to deliver insights, leadership, and results.
In his book, workshops, and coaching, Jose makes this strategic marketing methodology practical and immediately usable. Learn more »
