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Archive for May, 2012

Fairy, funny but no tale about the fact that no company exists without customers. And if sometimes, boss turnover seems to be a sporting challenge for shareholders, customer can’t wait. And may have the last word. It’s finally if you understand it, when you will make great deals, those called “win-win”, with the genuine relation between someone who has needs you can afford. And if sometimes your real boss tries to make it his own way, remind him that he can’t exist without customers…Everybody in his company might be confronted with this and face, hold and build the true relevant relation. Because, customer is the boss in fact, and the matter of anybody in the company. And it seems urgent to see, integrate and share the concept inside companies, to deliver different ways. Why does it seem so strange and how handle it?

  • the customer rarely needs you, he has several others choices, in a single snap he can switch and forget you ever
  • the business is growing on average consumption with either, more customers, more loyalty or raising the level of engagement: in any case, you do need customers…any customer but customers!
  • loyalty is not a concept that you can organize in your corner, thinking (hoping?) it will work: ask customers first why/how he would be more loyal, and build the wrap around…
  • the customer knows much more you ever imagine about your market and your products, and value your service: don’t forget he compares live, all the offer of the market for you. If he gives you an advise, he’s probably less blind than you!
  • even if you think “customer doesn’t know what he wants or what is good for him”, his/her help would be precious, targeting the next big picture. If you build something with him for he’s already part of it, why won’t he buy then?
  • “the more he builds, the more he’s fan”: if he’s “part” of it, he’ll be the best ambassador/advocate for your values, products and services…
  • build the “customer Stockholm Syndrom“: make him part of your story where emotion takes part of your relation and make him kind of painful of your difficult story. In pain and need will grow innovation, together…
  • in some ways, as the customer says how much he is OK/able to pay for your different propositions, he’s quite establishing your salary level: and in this way too, he’s your boss…
  • If you can passion him/her with your own passion, brand and value, he’ll become your best ambassador and outcompete agent for virality: the new media we talk about, socially correct, truthly and trusty…
  • engage with your community and encourage and reward the “social search”. Because you trust more deeply ones you know
  • don’t be shy or afraid with any enpowerment of your customers: the energy they hit for you has no price for you, comparing with resources and money you should spend for the same result…
  • know how to reward: if your customers have to become your boss, give them their salary…
  • run your business, have a business but run and build it with your customers, because they have willingness and motivation to buy your products, speak about them and hold the direction ; like the real boss…
  • like Sam Walton saidThere is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else“. I guess Wal Mart knows how to cope with it, don’t you think?

Assets, partners, friends, loyalty heroes, anyway the name you give to customers, think about your own relation, your own “stunt show”, celebrate success with them like associates to your success. “No success in business without mess with your guests” could be your last quote for community with your best assets. Don’t miss any opportunity to raise satisfaction, happiness and loyalty with your customers, they represent a silent force (while I don’t know if we can say this anymore with social communities!) that can improve your market approach, your sales feeling and ability to shoot first, accurate and focused needs, which will save time and money. Money you’ll be able to invest in this brand new other relation with your new allies…a perfect circle of business, without thinking of business and having much fun and pleasure…

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