Wednesday, November 11, 2009

Happy Customers? Think Again...

According to the LA Times Business section this morning, "retailers say they want shoppers to be satisfied, but few have the resources to deliver the goods."  Does that hit home with any of you?  Do you feel like no matter what you do, you will never be able to compete with the big big retailers, like Best Buy?  Or do you have a loyalty niche that you'd like to share with the rest of us? "Customer satisfaction has become such a scarce commodity in the business world, it's now a selling point at a time when companies are increasingly desperate for shoppers' dollars," says the Times.

The [Big] Difference Between YOU and Best Buy
This week, Best Buy launched a nationwide marketing campaign under the banner "They'll be happy, you'll be happy, we'll be happy."  Besides the obvious HAPPY connotation, Best Buy wants the customer to spend more and therefore, will do whatever it takes to ensure that gift recipients are pleased with what they get.  That's the idea anyway.  However, after reflecting on my own experiences and reading the LA Times article, I realized that implementation will be a huge challenge. 

Why?  How many times have you strolled down the aisles with the intention of buying something, but having to hunt to find someone to help you?  Or, even worse, when you actually find someone to help you, they really don't know anything about what they are selling.  Look, I don't mean to pick on Best Buy, but I am trying to prove a point that customer satisfaction is even a struggle for the biggest competitors; and they are practically daring consumers to come in and see for themselves!  Sometimes it feels like companies are determined to chase us away, rather than do everything in their power-- especially at times like these-- to build customer loyalty.

So here's where you come in.  Here is where you can compete with the Best Buys, the Targets, and the Wall-Marts of the world.  As long as customers continue to demand low low low prices, then the constant employee turnover will remain.  At some level, consumers want some level of service and will pay more (often) to get it.  Instead of comparing prices, compare service.  Instead of ambivalent employees caring less whether or not "we" return, train your employees to treat every customer like an owner.  Isn't that who "owns" your business anyway?

Monday, November 2, 2009

Social Media: Are You Being Left Out?

This is one of the most up-to-date videos I have seen on Social Media... Enjoy!


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