It’s time to think outside the box. Or the division. Or the hardware. Or the…
In order to offer complete solutions, companies need to come together around a shared vision of the customer, their challenges, and ways that the company can help. Companies like Sony and AOL Time Warner have been hindered by competing divisions often focused on divisional goals at the expense of the company. By contrast, Apple unified around a common vision of the customer, and a view of a complete solution spanning hardware, software and content.
By Steve Robins
Anticipation builds customer loyalty.
A few weeks back, I had a few “wow” experiences that demonstrated the power of anticipation. No matter that they were almost mundane: each experience improved my perception of the brand/company, service or location. And they offer great lessons for solution marketers.
After filling up with gas at the nearby Hess Gas Station, I saw that the gas pump’s receipt printer was out of paper – which is a nuisance. But when I walked into the store to pick up a receipt, the cashier already had my receipt ready – before I could utter a single word. Wow! I’d say that I was actually more impressed with her anticipating my receipt needs than I would have been had the printer actually had paper. I’ve been filling up at this station because they had competitive gas prices. Now I’ll do it because they have great service as well. Continue reading
Part of the Series: More Similar Than You’d Think: Hyundai, IBM, Chuck E. Cheese’s, and Amazon
Hyundai takes a broader view of customer needs – selling cars is about much more than the car itself. Continue reading