Posts Tagged ‘ attention ’

Challenge to say no

Here I am at the lunch restaurant and for the first time I realise what has been bothering me when I pay. It's that question: "would you like to have a receipt?". Why does that question bother me? It is perfectly normal and fits in the context. My take on this is that I am one of those many consumers who in our fast moving world simply cannot take on another thing to make a decision about. That combined with the fear of losing out on something and our not being in the mood for more confrontation makes me stare at the person at the till in strange confusion. I mumble: "errr yes... uh o no, that's OK". So I think it through while I am having lunch, and come to the conclusion that there is more to this. We are simply overloaded with decisions to make just because we have the opportunity to say yes or no. The possibility to have or have not, the right to choose. Now consumers some 50 years ago had the challenge to be able to say "yes". Money and availability had to be forthcoming to say "yes" to something and make a purchase or take receipt of anything, really. In today's developed world, many of us have plenty of access to money and products or services are available in an abundance. That's the challenge. We can have it all. Cheaply. Right now. And then, when we get bored, we can replace it. Cheaper and better. The challenge is not to say 'yes' anymore. The challenge is to say 'no', the challenge is to be selective and focus on the important things available to us consumers. Many of us spend time considering these alternatives. New car, change of phone, what about that satnav? I need a new mp3 player. Where to get it? Who offers the best price? Shall I wait until I can get cheaper and better but later? We have become customers with so many choices and we are at risk of becoming bothered customers who forget to enjoy the ride. A good friend of mine once deliberately moved country and cut all ties to start up a new life elsewhere. I, bewildered at his strength and, in my view, madness, wanted to know why he would deliberately limit his choices so rigorously. His reply was simple and very provoking especially in a world which drives to expand our possibilities and our accessibility to anything our customer hearts may desire. "Choice is choice" he said. Draw your own conclusions[ READ MORE ]

Predicting the next step in Customer Management

So what happens once all the companies where customers matter have implemented their state of the art CRM platforms? All interfaced, 360 degree customer view, complete control over structured, transparent customer data.... what a beautiful position to be in. What's next? Where lies the the next challenge then? Of course, companies will still have to innovate in terms of products and remaining competitive. But the next real challenge lies in reverse customer management. It's enabling the customer to manage the relationship with its supplier. Self service is part of that - often that afterthought in projects, almost a necessary evil from a company's perspective: 'Oh yes, we have to enable the customer to do this and that himself too'... Reverse Customer Management goes further than that. In years to come, customers will want complete control over their suppliers, preferably in one interface, in their own CRM system. Whereas companies create 'customer accounts', customers will want to create 'supplier' accounts and keep control over their supplier relations. The customer will manage the relationship. Combine this with Gardner's predictions about the future power of social networks in evaluating products, services, organisations and the power balance will experience a major shift from push to pull. We are really just at the start of the customer revolution. [ READ MORE ]

Still not getting the basics right.

Yesterday I referred to not having been treated as I think a customer should. With service and respect. And wouldn’t you believe it. This morning I stroll into a huge retail outlet specialising in elecronics to buy a camera. They have just opened, so shop attendants are still standing around doing nothing, talking, joking with each [ READ MORE ]

CRM is not a fashion accessory, it’s elementary clothing.

CRM is not a fashion accessory, it’s elementary clothing. Don’t get caught naked on the high street shopping for a scarf is my advice to you. [ READ MORE ]

‘Cool’ is in the eye of the beholder.

Cool is in the eye of the beholder[ READ MORE ]

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