Customers and Products
Listening to: Wait for God - Tricky
My aggregator presented the following combination
of articles this morning. They reinforced one another in a very nice theory and
practice kind of way. First Bob
Lutz on the Saturn line of vehicles:
What would you do if you had a brand whose customer
service reputation was that high for that long despite having a narrow,
aging product lineup? I, for one, would first get down on my knees and thank the Maker
for the finest retail network in the industry. Then, I would set to work replenishing
the product portfolio.That’s exactly what we’re doing with Saturn. And that’s precisely why my hopes
for the brand are so high. We won’t let the brand fall victim to the tyranny of the
“or.” It’s not a case of having a great retail and customer care program or having
great products. It’s possible to have both, and we plan to do so. Finally.
Then Hugh Macleod
on Lovemarks:
A Mark Love™ is basically a term for a product that was made with a disproportionately
high amount of love and respect for the end user.Unlike the Love Mark, it’s not about what the consumer thinks of the product.
It’s about what you think of the consumer, and how your product acts as a conduit
to express that. It’s 180 degrees from the Love Mark.The energy travels from the product
(i.e. you) to the end user, not the other way around.It’s about Values. Purpose. Belief. Integrity. Compassion. All that good stuff.
