Category: When Customers Rule!

Get the basics right

 

 

Had a McD experience that I had to share.

Being just about 2 weeks old, I guess the staff at this McD outlet were pretty new to the systems. The agent who was taking my orders wasn’t conversant enough with the combo offers. I was pleased when a supervisor quickly stepped in, took control, showed the agent how she could group items in my order to reduce what I had to pay & gave me a smile too. Reason enough to be impressed.

Got home, told my wife about how McD had just delivered a great experience. Soon though, we realized that my take away had one item missing & a milkshake was half filled!

The experience they had delivered was all of a sudden questionable. If the basics of what needs to be delivered is not delivered, all the additional effort to get it right just gets washed away.

Great Customer Experience Is Free

Just a link to Bruce Temkin’s blog entry on the topic.

Great customer experience is not only free, it is an honest-to-everything profit maker. In these days of “who knows what is going to happen to our business tomorrow” there aren’t
many ways left to make a profit improvement. If you concentrate on improving customer experience, you can very likely increase your profits.

http://experiencematters.wordpress.com/2007/09/11/my-manifesto-great-customer-experience-is-free/

Marketing Mavens

Who are marketing mavens?
  • are organizations & people in organizations who know that at the end of the day the only that treally matters is securing, retaining & growing customers …unbelivably customer fcocused

Where are marketing mavens required?

  • hopefully most ppl in organizations are marketing mavens
  • certainly in service org, many ppl come in contact with customers …so in these organizations most or all ppl in organizations are marketing mavens …is infused in the DNA of the organization

Imperatives

  • Picking markets that matter
  • Selecting segments to dominate and finding the sweet spot in that segment
  • Designing the offer to create customer value and secure differential advantage
  • Integrating to serve the customer
  • And measuring what matters ..pls in organizations do what is inspected of them rather than what is expected of them

Source: The Marketing Mavens: Harvard Business Online producer Steve Singer talks with Noel Capon, author of the new book The Marketing Mavens.

http://hbsp2.libsyn.com/index.php?post_id=243563