May 14
A Customer Experience lesson from Jeff Bezos
"If the optimal business decision in the old world was too spend 30 percent of your time, energy, focus, and dollars on building great customer experience, and 70 percent of your time, energy, focus, and dollars on shouting about it, today that's inverted. Today, the optimal thing to do is to spend 70 percent of your time, energy, focus, and dollars on building great customer experience and 30 percent shouting about it."
I'm currently reading amazon.com: Get Big Fast. I think this quote is a great one to keep coming back to when you're working on a startup. Today, the experience the user has making use of your service or product really is the most important thing.
What are you doing to go out of your way with how good your user or customer experience is? I would love to hear from you in the comments.
If you find my posts interesting, you should see ways to connect with me at my OnePage here.
I also think that everything starts with customer experience. I believe its crucial to exceed expectations by practicing what I call marketing lagniappe (i.e. purple goldfish). You need to give that little unexpected extra that gets your customers talking, tweeting, blogging and Facebooking about their experience.
I'm trying to collect 1,001 examples. Let me know if come across any examples for the Purple Goldfish Project.
Best,
Stan
@9inchmarketing
'The average distance between the brain and the heart is 9 inches'
As for an example, one that springs to mind is that if you try to order shoes from Zappos and they do not have the shoes you want in stock, they will actually recommend a nearby store that does. It seems counter-intuitive, but I think it really builds trust and it obviously works well for them.
Thanks for stopping by! :)