From the category archives:
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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“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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A snidely hilarious clip from Conan on TBS, in which Comedian C.K. Louis shares his insight on the attitude of consumerism and the things we take for granted.
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To many companies, “customer” and “client” are interchangeable. They are what we call the consumers who purchase or enlist our products and services. They are the people we strive to win over with our branding and marketing efforts.
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So the lesson here is that you need to really rethink- especially in older type industries- whether or not what you accept as a true value is a true limitation or is it just a habit. Or maybe it was a limitation that was born from boundaries that your industry had from years ago that is no longer true with newer technologies?
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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.
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