Why YOU (The Customer) Matters Most
We say we’re listening, but we’re not. We say we care, but we don’t.
Sadly that is the situation that many businesses (and marketers) deal with. The “I” takes over the “what do you want” and we’re caught in a vicious cycle of pleasing…bottomline.
Yet follow a few case studies of businesses who found ways to put customers first, and it’s amazing how ”you” translated into the very essence of a business, a vital part of their brand.
To name a few heroes…
Zappos - Renowned for staying on lines with customers for hours to help find the perfect shoe. And a free return policy isn’t all that bad either.
Southwest Airlines - SWA shook up the airline industry with doing away with boarding groups and adding cheap flights. The sheer “equality” factor that they took with how they served customers was refreshing and fliers flocked. (Until they started raising prices and somehow they weren’t all that different from everyone else.)
Starbucks - “Only the customer knows what the perfect coffee is”. Well, sort of. But they will give me coffee after coffee, for free, until I am satisfied with what I walk away with.
All of these businesses share one thing in common – they understand the exponential power of what one very happy customer means to gaining mass credibility and trust. And furthermore, they understand what it takes to establish a positive brand experience, which (does) translate into revenue stability and growth.
It’s not flash sales, it’s not airport advertising, it’s not billboards…it’s honest, well-earned recognition that xyz business revolves around, yes, a concept/business model, but also one that’s centered on customer satisfaction.
Lest we forget - it’s about what YOU (they) want.