“It’s not enough that we win; all others must lose.” – Larry Ellison
Heard this one yesterday. I’m all in for competition, but business isn’t about war (at some point I used to think like Genghis Khan too). It isn’t about beating competitors just for the heck of it. I find this focus on competing to beat competitors ridiculous.
The focus SHOULD be on the customer winning. …
in Innovation, Strategy
While the statistics are debated, apparently Google’s Chrome browser has overtaken Firefox for the number two spot in two short years and now sits behind Internet Explorer. Why has this happened?
Two years ago Firefox was cruising. Their value proposition was that of reliability and security. They created a browser that never crashed and protected users. Two attributes people didn’t associate with Internet Explorer because of it’s propensity for getting exploited by hackers and malware.
They also pioneered the ability to personalize the browser by letting developers create extensions that added more functionality to the browsers. Mozilla took advantage of this and became the browser of choice for techies and internet enthusiasts.
But this focus on reliability, security and personalization, while great, made them blind to an emerging dimension: speed.
Google focused it’s efforts on making a browser that was not just reliable and secure, but also very very fast. It even touted that it was faster than lighting, and it is.
Well guess what?…
in Innovation
What is disruption?
Disruptive companies create innovations that invade the market, force change, and create new sectors of the industry. And for companies like Google, Apple, Netflix, Skype, Tata and Pandora, disruption is their game.
And what do the most disruptive companies in technology have in common? They challenged the conventional market and created a new one. …
in Innovation
Jonathan Fields posted this question in a Psychology Today article last week. Here is my answer and would love to hear yours.
It’s a great question and not at all difficult to answer, though it’s better said than done. First of all, mastery is never achieved. It’s a goal, but a goal we’ll never reach. As much as you think that somebody is ‘the master’ of something, it’s just a psychological illusion. It’s your human biases at work. It’s an illusion because you’re already thinking that it can’t be improved in some way. And that my friend, is your endgame.
In the world of sports this phenomenon is more obvious, and even the people who are considered the best at what they do will tell you they’re always improving because they know they’ll never fully master their craft.
In the business world it’s not all different. Companies have evolved since forever, some started as a completely different business than what they are today. You may master some process but that process will eventually become irrelevant. It will be replaced by either another process (incremental) or by an unforeseen evolutionary paradigm (disruptive).…
One of the main benefits of social media is to provide instant customer service. While this might be true, I think we’re seeing it from the wrong angle. Companies are looking at it as a way to put out fires, to delay an customers eventual frustration.
Simplr’s blog post exploring how social technologies might change customer service. But first, we should look at how we actually conduct customer service away from social media.
A few weeks ago, as soon as Google+ was unleashed, Michael Dell asked people if they would like to connect with Dell Service teams via Google Hangout. Lots of people thought it was a great idea, but one comment in particular caught my attention:
Danny Sullivan – Jul 18, 2011 – Public
No +Michael DellI don’t want to use Hangouts to connect with Dell customer service. What I want, from you or any company, is to ensure I actually get the best customer service experience possible when I actually use your “normal” customer service channels.Eventually, I’ll finish my long-planned blog post on how every customer service “success” on Twitter, Facebook or Google+ is really a customer service failure. In short, consider this.If I walked into a store and started yelling about how bad the store was, to get my problem resolved, who would consider that a successful customer service model? But that’s basically what we are encouraged to do through social media, yell there as an attempt to get problems solved as a last resort.OK, it’s more nuanced than that. I have have great respect for the people who do perform huge customer service through social media channels. But these shouldn’t be end runs your customers need to use because your regular customer service channels are so convoluted and so often backed by people who aren’t enabled to just solve problems.That’s where I’d like to see you or any company put your energies, before we get more social media candy.
And that (in bold), is the point.
People are using social media as a last resort to vent their frustrations. And businesses are reacting to it by asking customers to post positive reviews online to counter the hate. Sure, businesses will react positively after an unhappy customer (who is well connected) posts his frustrations on Twitter and Facebook. It’s common sense. But this doesn’t help things, it just creates a never ending loop of reaction.
They’re not delighting customers, they’re merely delaying frustration.
What we really need to do is look at social media as another way to win the hearts of customers. To delight them. Not as a way to put out fires.
While you may see Zappos using social media for customer service, they don’t really see it that way. For them it’s another way to connect with their customers and as an opportunity to win their hearts. One more way to ‘Deliver Happiness’.
Problems will arise no doubt because no company worth mentioning never makes a mistake. Just don’t keep on making the same ones over and over again because that is what frustrates customers.
Bottom line is delivering customers service through social channels should not be seen as a silver bullet solution, simply adding more touch points to your mix but not solving the customers problem isn’t going to to save you. The customer doesn’t care if you experiment on Twitter, Facebook, Linkedin or Google+, what they care about is being treated with respect and getting their issues resolved.
And lastly, don’t ignore them. I repeat, don’t ignore them. If you’re on these channels, they expect you to be there for them.
P.S. I’ll leave with a few more comments to reinforce the point:
