Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of “It depends.”
What’s the biggest priority in 2012?
Should we begin a Social CRM initiative?
What’s the first thing we should do?
Which software solution should we buy and implement?
Where should we spend our marketing dollars?
Inputs like organizational competence, customer jobs to be done, organizational goals and strategies, cost structures, industry trends, the competitive landscape all influence answers to questions such as these. In other words, the proper direction as it relates to defining and executing organizational or customer strategies are highly contextual, and depend on a comprehensive analysis to determine the right course of action.
However, in speaking with and working with lots of organizations spanning industries from service to manufacturing to distribution in both B2B and B2C environments, there are some common things that customers want. If these were to be front and center on the mind of every senior executive, and every customer facing individual, the customer experience would be improved, and the organization would benefit.
The levers and weighting of each of these things may vary by industry and company, but odds are your organization would benefit from adopting these 6 tenets into the fabric of your organizational culture and DNA.
What else would you add to this list?
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[…] * Slides: Six Things Customers Want […]
Six Things Customers Want http://t.co/MIQvHWK7 #crm #cem #cmo #sales #custserv
RT @brianvellmure: Six Things Customers Want http://t.co/Z7wDO66T #crm #cem #cmo #sales #custserv
@MarkAddicks Agree Mark – 6 things Customers want – So simple – yet sometimes overlooked… Treat Customers like Family
http://t.co/HQ0cQDLf
Six Things Customers Want http://t.co/RpK1T2Qn RT @brianvellmure
Six Things Customers Want http://t.co/49fVp2uJ
Six Things Customers Want: http://t.co/w0ULuyRf by @BrianVellmure
Brian,
Great post. Simple and to the point! My biggest take away from your post was #6 “be available.” In my opinion, there is nothing more frustrating than waiting for a co. to get back to you within their time frame, not the customers.
Thanks.
@michelfalcon
Michel,
Thanks for taking the time to stop by and comment. I agree. If you’re not available, the rest don’t really matter much.
Can we get an Amen?!?! RT @kathyherrmann: Six Things Customers Want http://t.co/UeBnbk57
Six Things Customers Want – via @BrianVellmure.com http://t.co/wOSihhgy #cxo #cem #cx
@BrianVellmure makes it simple: 6 Things Customers Want: http://t.co/k9FQHQTW #CRM #SCRM
Six Things Customers Want http://t.co/X7zrwrl2 via @BrianVellmure
@BrianVellmure: 6 things customers want: http://t.co/B89yFpE4 Here are 5 more: http://t.co/LRdVveVf #VRM #CRM
7 Be Empowered to resolve my issue.
http://peterwhibley.wordpress.com
Good one – especially from a 1:1 Customer Service perspective.
Six Things Customers Want http://t.co/hTaFV64X by @brianvellmure
"Six Things" http://t.co/ab78P4Pq /via @BrianVellmure
Six Things Customers Want http://t.co/C1lx1Auf by @brianvellmure via @wimrampen #cem
RT @BrianVellmure @united – been on hold for 62 minutes. see #6 on 6 Things Customers Want http://t.co/w590N6vv #custserv #scrm <patient!
RT @helpscout 6 Things Customers Want http://t.co/gB1cWW62 #CRM
RT @jEthanFrancis: Great read! – @brianvellmure Six Things Customers Want – Value Creator http://t.co/i2w312M5 @Genesyslab @Anadkat @bri …
Great read! – @brianvellmure Six Things Customers Want – Value Creator http://t.co/QUbkIWiB @Genesyslab @Anadkat @briansolis @charlieisaacs