Is this Future Shock?

musings on how technology is changing my business environment

Giving customers what they want

with 2 comments

or, are we dinosaurs?

@jobsworth has written another thought provoking post on the customer’s voice and choice, and I commend it to everyone.

We need to be in the business of providing the customer what she wants when she wants it, where she wants it, how she wants it. We need to focus on making things that the customer wants to buy, rather than trying to get customers to pay for things they neither want nor need.

There was a time when we could decide for the customer. There was a time when we could constrain the customer’s voice and choice. There was a time when dinosaurs ruled the earth.

via Faster horses in the age of co-creation

I think it’s fair to say that we need to know what business we’re in, and what we can sell to our customers – and in these turbulent financial times – what we can sell that will bring us cash in, and provide us some margin for our business.

If we can’t bring in cash quickly, and make margin on what we’re selling, then we need to walk away quickly from that opportunity and fix what we do.

Otherwise, we’ll sell the customer what they want, but what we can’t afford.

read more | digg story


Image Credit: whizchickenonabun

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Written by SteveEllwood

November 11, 2008 at 12:05 pm

Posted in customer service, JP

2 Responses

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  1. AND

    often the customer does not know (yet) what they want

    OR

    when you give the customer something you find a completely different group of customers have found a different and useful purpose for it (viz. the origianl mobile phone)

    so keep looking and keep exploring and the customer will pick up on something you never thought of and use it creatively

    phynbarr

    November 11, 2008 at 12:29 pm


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