According to this Luxury Daily post, we have breaking news. Making customers happy is good for business!
“Brands must put consumer needs, ease of transaction and joy from the purchase at the center of their business model to compete in today’s market and to raise profits, according to an executive at Forrester’s Customer Experience Forum 2012.”
You’re kidding me. You need an official “Customer Experience Forum” to figure that one out? Okay, okay, snarky = bad, but I mean come on :) Because every so often you hear about research and analysis having produced such groundbreaking discoveries:
- The product or service must meet the needs that the consumer has
- The product or service needs to be easy to obtain and use
- The experience needs to be enjoyable for the consumers
In other words, don’t sell people junk and treat them like crap in the process. Humm. What a concept.
Frank Eliason once put it best when describing Apple’s success: “People like their product, they like their customer experience. It’s as simple as that.”
Social media won’t magically improve your product or your customers’ experience. It’s just a bunch of tools with creative, passionate people at the helm. And if you don’t have the basics, you just don’t got ‘em.
Social media doesn’t replace common sense and the old “Don’t do unto others…” adage.