Posts tagged ‘Communication’
Well that’s not true, but according to a guest blogger for 1to1 Media, you just have to be more strategic about how you do it. Temkin Group‘s Bruce Temkin, wrote an article based on a statement which former Apple CEO, Steve Job’s said, “You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”
Temkin goes on to explain the realities of customer feedback, including the fact that 34 percent of U.S. consumers give feedback after a very bad experience, while 21 percent discuss a very good experience.
I have to admit, I’m a brand guy. We all have our favorite brands – those products that become part of our personal persona and that we feel somehow represent us. Branding is about creating an identity that consumers can directly relate to and build loyalty to your company. The strongest brands express this identity not just in their advertising and sales but also in their customer service. In fact, I would argue that when consumers interact directly with customer service, they form perceptions of the brand that are far more powerful than the perceptions they form through exposure to marketing communications.