I popped out to get my lunch from Subway today and saw an amazing example of an organisation going out of their way to bend to their customer’s whim. Here’s what happened: The girl in front of me asked for a “Veggie Patty” Sub. The person behind the counter inquired if she was vegetarian and when the girl confirmed she was, he help up his hands and asked her if should would like him to change his gloves. When she…
Great post on Seth Godin’s blog today where he outlines a formula he came up with: The value of a perk is inversely related to the expectation of that perk. It makes sense when you think about it. Your relationship with a third party, whether it’s a supplier, customer or partner, is governed by your expectation of the end result. If you expect “more” and get “less”, you’re bound to be disappointed, even if the extra you were expecting isn’t…
I came across a great post on Andrew Chen’s blog today that lists 25 reasons why customers stop using your product. The list originally came from the gaming community and Andrew has converted it to the online social media markets, but the points he outlines can apply to many other industries. Here are his reasons behing customer churn: First experience “I don’t get what this site is about” “This site is not for people like me” “The colors/design/icons look weird” “I already use…
A website can be a great shopfront for your organisation and every day, new companies join the foray of offering online goods for clamouring online customers. But an online store front needs to be robust, it needs to be designed to run 24×7 .. and it sets new expectations for your organisation to aspire to. The last few hours have been pretty eventful for the web delivery team down at Sainsbury’s for example. The online store “died” yesterday, and any…
Tesco are one of those organisations here in the UK that have a sophisticated customer loyalty scheme in place. Their range of services covers their core segment (supermarket shopping) but also extends to energy supply, car rentals, hotels and an extensive selection of products and services that their consumers use. And their loyalty scheme is geared to keep customers coming back from mere, with a rich set of rewards ranging from Airmiles, cruises, days out and other goodies. Both my…