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Posts Tagged ‘Apple’

Some companies are much better than others at meeting the needs of customers. This can be a big differentiator – organizations that focus on their customers better will thrive. You can attract a customer once with a low price. But if that product or service doesn’t meet expectations, isn’t supported, or disappoints in any way, customers can, and will, move to a competitor faster than the amount of time they’re on hold waiting for a customer support representative.

customer serviceConsumers will vote with their wallets – and they are certainly willing to vote a company out of business.

This being a customer-focused marketing blog, I wanted to provide a list of companies that are great at focusing on the customer and the experience they have. As a result, these organizations tend to build a loyal customer base – the kind that will increase purchases with time, and that will generate long-term profits. (more…)

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As a customer-centric marketing professional, I’ve been taught to look at things from the perspective of a customer. Find out what people need – and then build a product to meet that need. But how do companies determine what customers need when they themselves don’t know until they have seen it?

I bring this up because of an interesting article in the New York Times recounting the experience of Douglas Bowman, a top visual designer at Google. Mr. Bowman left the company because he couldn’t use his creativity to build innovative designs. Why? Customer data was needed to back up even very small design decisions. And customer data often doesn’t support new and creative ideas.

While I still highly encourage using customer feedback and suggestions to improve and build products, I see his point. There needs to be a balance of using customer feedback along with other elements. Don’t get me wrong, customers are great at giving feedback about things that already exist – such as features that aren’t useful, or those that can be improved or added. However, they are notoriously unreliable at knowing what they want if it doesn’t exist yet. (more…)

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Music fans have always been able to buy albums full of new music, and more recently, individual songs. But the live concerts of most artists have traditionally been hard to get a hold of (well, legally, anyway). Some bands, however, have a history of making their live music available. It’s a great example of a win-win situation – bands can promote themselves better, and their fans get access to more music.

Counting Crows are a great example of a band that has been making as much of their music available as possible. They have always encouraged fans to record concerts, and in 2001, they began hosting a network on their Web site to encourage the trading of these bootlegs. Users could also just provide bootlegs to others (as long as no one profited from it). All-in-all, a win for everyone involved.

However, with the technology now available, the band has gone even further, with LiveCountingCrows.com. (more…)

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