Image Credit: ictscorp
Posted by: Albert Weng
"Your success stops here?"
Thinks about this. The world is flat. Uneven info, uneven channel of getting a product or good, is gone, or on-the-way to disappear pretty soon. Just so, how the magic differentiation is going to be effective for all business who might not have the unique source of product to sell, anymore?
The market/ customer is thinking something like this, are you aware of?
Your customers are those who buy your products or services not by the reason of no one else offers the same or priced lower, instead, they buy those from you while multiple alternatives also available. But why? They like you, they trust you. They'd like to share their business with you, to share their profits with you, also, to share their risk with you, too. Because you know their business very well. You, authentically like to work with them very well (they can tell). They also know, when there's something wrong, you'll come to them as you head home immediately.
The old-school way for the brand-new future
People buy from people, not machines. For those transactions done through the machines are because of the trust from customers on the people behind those machines, or at least, the customers assume to trust. Once there's any leak or distrusted event happened, the customers will go away, or even step back, for a long while, onto people, again.
People are the most valuable asset to the organization, and will keep enlarging
When it's an info imbalance transaction, customers have limited sources to compare, or the search time for doing so is not economic, thus to accept the comprised offering. Nowadays, thanks to the new era of mobile commerce, everything is brought to customers' fingertips every day, and way much better than many of the trained staff at the store or those answering the customer call. When customers make a call to the dealer, or even pay a visit to the dealer's store or business office, "that means a lot". But, does the dealer know the level of importance from such customer moment? Most likely, "NO". None of the top management is aware of this, nor the front end service staff is alerted or trained for. One of the key reasons for such phenomena is because of the traditional top-down approach on how to get the job done. This assumption for employees help result in the limited and planned effort from each individual, rather than taking the full experience accountable during all the customer engagement. That said, customer service is then, become, a nicely pitched/ printed slogan, instead of a motto from the heart of every staff.
Treating people the way you want them to treat you
When selling a kind of "Me-too" products (come on, Me-too is a must for a modern society, which help made a higher priced product to become commonly acceptable at an affordable price, then the majority of people can buy and enjoy the benefit, thus advance their lives), the product advantage is gone; the price war is not going to lead the way out for the long run; the service, especially those services that truly help your customer on their own concern, and to help figure out the "true solution" for their business, will then help drive more and more business from the same happy customers, in addition, by the positive word-of-mouth effect from them. Follow on this effort, a sustainable business model shall be built by the solid fundamentals and high level of trust between people who offer the service and those who desire and accept the services.
