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Six Things Customers Want

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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?

About Brian Vellmure

For much of the last two decades, Brian has been helping B2B and B2C organizations across a variety of industries and sizes accelerate growth through customer focused transformation initiatives. He is an accomplished business leader, management consultant, keynote speaker, and an award winning syndicated blogger. He is often referred to as a Social CRM and Social Business thought leader & pioneer.

His thoughts have been featured in Forbes, Inc, CRM magazine and a host of other publications. He is a regular contributor to several additional media properties including Social Media Today, Social Enterprise Today, CustomerThink, the CIO Collaboration Network, and multiple Ziff Davis outlets.

In addition, he often serves as an expert advisor for technology vendors and their customers, providing thought leadership content, and market and product strategy guidance. Clients include IBM, SAS Institute, Microsoft Corporation, NICE Systems, Eloqua, Avaya, Marketo, SugarCRM, InsideView, and several startups.

Brian was a founding board member of International Princess Project, a social enterprise pioneer that helps restore hope & dignity to women formerly trafficked and/or enslaved in forced prostitution through a unique and sustainable organizational model. http://www.punjammies.com

Brian has traveled to more than 40 countries, is a real estate investor, and was an award winning NCAA Division 1 football scholarship athlete. He is is based in Orange County, CA.

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Comments

  7. @michelfalcon says

    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

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