I had a thought just now. We're trying to get to the most vocal of our customer base. The ones that are sure to post on their social media and tell all their friend when they have a bad experience with a brand. Conversely, impress them and you'll get their praises then.
Well, how do we pick these people out and engage with them?
What about a live online social media chat with the directors/owners of the company?
What would you ask or suggest to the executive of Z Fuel? What about Jetstar? What about your local bus company?
As a business, what a great opportunity to take feedback, capture contact details and update on initiatives born out of these discussions.
We're always trying to find the best value proposition to the customer. What are their wants or needs?
Why not let them tell us?
Saturday, 23 March 2013
Wednesday, 20 March 2013
Goldmines in the least likely of places
I would've thought email done to death.
Clearly not for the team that created the Mailbox App. Originally a team that was creating a to do list management app called Orchestra, they pivoted when they found they were doing more for email than they were to do lists.
I've not really had any issue with my email client - Gmail - nor have I had much of an issue with my mobile mail client. I simply use the iOS standard email client and it does what I need.
Mailbox though has somehow managed to carve out a massive user base in an incredibly short amount of time for what seems to be a relatively simple product! They've passed the tipping point and they've got a waiting list that is around 600,000 users long (and they get through around 50,000 users a day it seems).
The point I'm making here is that opportunities are absolutely everywhere. Honestly, I would've never thought that there was an opportunity in ANOTHER mail client.
It looks like they've made some great fundamental usability improvements and kept things simple - a good formula. I'm yet to try it as I'm 422,000ish in line but I'm looking forward to it.
Oh, did I mention that they launched in February this year and they've just sold for an estimated $100 million?
You don't need to look too far to be innovative.
http://blogs.wsj.com/digits/2013/03/15/dropbox-buys-mailbox-an-app-with-some-buzz/
http://www.mailboxapp.com/
Clearly not for the team that created the Mailbox App. Originally a team that was creating a to do list management app called Orchestra, they pivoted when they found they were doing more for email than they were to do lists.
I've not really had any issue with my email client - Gmail - nor have I had much of an issue with my mobile mail client. I simply use the iOS standard email client and it does what I need.
Mailbox though has somehow managed to carve out a massive user base in an incredibly short amount of time for what seems to be a relatively simple product! They've passed the tipping point and they've got a waiting list that is around 600,000 users long (and they get through around 50,000 users a day it seems).
The point I'm making here is that opportunities are absolutely everywhere. Honestly, I would've never thought that there was an opportunity in ANOTHER mail client.
It looks like they've made some great fundamental usability improvements and kept things simple - a good formula. I'm yet to try it as I'm 422,000ish in line but I'm looking forward to it.
Oh, did I mention that they launched in February this year and they've just sold for an estimated $100 million?
You don't need to look too far to be innovative.
http://blogs.wsj.com/digits/2013/03/15/dropbox-buys-mailbox-an-app-with-some-buzz/
http://www.mailboxapp.com/
Tuesday, 12 March 2013
Appreciating our customers
Gary Vaynerchuk calls it the Thank You Economy.
Years ago, we didn't have cellphones or even television or radio. The growth of a business was dependent on the locals. Word of mouth was the way things were spread and you had to look after each and every one of your customers lest you drop the ball and the whole neighborhood finds out about it.
Then came the Industrial Age. Mass production spawned mass marketing. Television ruled and the more you spent on interruption marketing the more you sold. Local shops were replaced by multinational corporates. You as a customer were only a number, barely an insect bite on the back of an elephant. Customer service came out second best.
Today, we have social media. Power has come full circle and we find ourselves as the consumers, once again with power. Blogs, YouTube, social media can turn a customer service blunder into viral news or the next meme. Businesses once again have to put their attention on customer service.
It's great for both sides really. Customers get the service and respect they deserve and businesses can now stand out not on mass production and prices but rather because of good fundamentals such as service, quality and value.
If you're a business owner, make sure you're moving with the times. Don't get caught out.
Years ago, we didn't have cellphones or even television or radio. The growth of a business was dependent on the locals. Word of mouth was the way things were spread and you had to look after each and every one of your customers lest you drop the ball and the whole neighborhood finds out about it.
Then came the Industrial Age. Mass production spawned mass marketing. Television ruled and the more you spent on interruption marketing the more you sold. Local shops were replaced by multinational corporates. You as a customer were only a number, barely an insect bite on the back of an elephant. Customer service came out second best.
Today, we have social media. Power has come full circle and we find ourselves as the consumers, once again with power. Blogs, YouTube, social media can turn a customer service blunder into viral news or the next meme. Businesses once again have to put their attention on customer service.
It's great for both sides really. Customers get the service and respect they deserve and businesses can now stand out not on mass production and prices but rather because of good fundamentals such as service, quality and value.
If you're a business owner, make sure you're moving with the times. Don't get caught out.
Monday, 4 March 2013
Reader comments affect your interpretation
Check this out: http://www.nytimes.com/2013/03/03/opinion/sunday/this-story-stinks.html?_r=1&
Psychology is a crazy wee beast. We're beginning to understand more and more of it on a scientific level but when it comes to a more practical level, we have no idea.
Who would have thought that some stranger's comments on your blog post or article would affect the way that reader interprets that post or article.
I always used to think that little things don't really make a difference. You know, leaving out a sentence or including a sentence in an email. The colours we choose on a website. The size of the logo you put on your business card.
Now I'm sweating the little things. It's not about stressing out and worrying about every little thing but rather avoiding leaving things out/taking shortcuts just because I don't think 'they'll' notice. In fact, they may not even notice but that doesn't mean it doesn't have an impact.
Psychology is a crazy wee beast. We're beginning to understand more and more of it on a scientific level but when it comes to a more practical level, we have no idea.
Who would have thought that some stranger's comments on your blog post or article would affect the way that reader interprets that post or article.
I always used to think that little things don't really make a difference. You know, leaving out a sentence or including a sentence in an email. The colours we choose on a website. The size of the logo you put on your business card.
Now I'm sweating the little things. It's not about stressing out and worrying about every little thing but rather avoiding leaving things out/taking shortcuts just because I don't think 'they'll' notice. In fact, they may not even notice but that doesn't mean it doesn't have an impact.
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