Marianne Kolbasuk McGee wrote a good article in the Nov. 26, 2007 Information Week about the efforts of Fedex, eBay, Schwab and others to get ideas from customers. Communities and networks are approaches frequently used to find out what the customers want and then make it easy to get the products and services. A relatively small group of active customers can provide lots of insight. But let’s not neglect employees too in the focus on customers. Follow the Southwest philosophy: Treat (and listen to) your employees well and they will take care of the customers well.
FedEx’s Rob Carter is quoted about customers wanting services that span several companies. Reminds me of an experience I had this past week pleading with some vendors for a unified proposal that did not force me to do a lot of work putting together a multi-vendor solution in which nobody would take responsibility.
She also wrote about one highly-resourced blog that few people read – a reminder that just because it’s a blog or online community does not mean that it’s useful.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment