Do you only communicate with customers when you want something?
It's primary election season here in the States, and I was just reminded of California's impending primary election when I got our election booklet in the mail last week. Along with that, I also received several pieces of marketing ("vote for me") literature from some of the candidates in my district.
My eldest son is in the process of buying a car, his first car. He knows his budget (£6,0000. He knows the make and model of the car (Ford Fiesta). Given this he knows that he will buy a used car – couple of years old. His goal is to have this car in place by the end of this month. His challenge is that he has never bought a car before.
Does your company operate with a culture of transparency? How transparent are your executives with employees, customers, shareholders?
There's a quote on Wikipedia that reads: For well-informed participation to occur, it is argued that some version of transparency, e.g. radical transparency, is necessary, but not sufficient. It's unattributed, but I've seen it a few times.
In the last post I shared with a customer interaction that took place at Starbucks. If you are to get value out of this conversation it is necessary for you to go and read that last post. Before we proceed, I feel compelled to issue a warning: this post is not for those whose attention span is limited to 30 seconds.
The Effortless Experience Promises the Roadmap to El Dorado
Over the course of 2013 I noticed a certain buzz about ‘customer effort’ and its associated metric, the ‘Customer Effort Score’. So when I was invited to review The Effortless Experience (the book behind the buzz around customer effort) I took up the offer.