Tag Archives: Case Studies

Where’s the Customer at Sony?

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.

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Filed under Case Studies, Solution, Solutions, The Solution Marketing Blog

Tagged as AOL Time Warner, Apple, Case Studies, Customers, iPod, New York Times, Solution Marketing, Sony, Sony Walkman, Steve Jobs, Walter Isaacson

Anticipation

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.

Anticipated receipt

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 →

The Solution Marketing Blog: One Year Later

– By Steve Robins

Celebrating a year of blogging on solution marketing

First, thank you to everyone that reads this blog day-in and day-out – it’s been a great ride since February 2009. Thanks also to everyone who expressed interest in solution marketing at Product Camp Boston #1 and #2, and on the LinkedIn group and elsewhere. And thanks to those who’ve helped to make this a great blog. As they say, the best is yet to come.

In celebration of this milestone, following is a solution marketing recap from the last twelve months.

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