It's not that hard. Or is it?
It's not that bloody hard. To have customers happily buy from you initially and then continue to buy again from you, they need you to deliver on your promises. You don't have to exceed your promises, and you don't have to delight your customers - although it's good if you do, as long as the delight is sustainable for your business.
Just do what you say you will do, and make sure your product does what you say it will do. These are your promises. Your promises include your implied promises and those you expressly state.
The customers need to:
1. Believe the product will meet and satisfy their wants, needs and expectations.
2. Value the product and be willing and able to pay for it.
3. Trust your business/company
4. Trust the salesperson
5. Trust the product
6. Have good experiences when they buy
7. Have good experiences when they use the product.
8. Receive good after-sales support when they need it.
9. Know that you are competitive in the marketplace, and know that you continually focus on improving your products to suit your customers.
Usually and Ideally, the customer needs to share your stated values. Customers are attracted to businesses whose values they share. They know any product changes you make will help them even more in the future.
So, my question is, if it's not that hard and if Malcolm Turnbull is meant to be such a good businessman, how did he muck it up so badly?
Brand Counsel, Writer and Speaker
8 年Make promises you can keep then keep them. You're right Richard Keeves, it should be easy yet politicians of all stripes struggle with the idea. The dark side of keeping promises is that to really do it you've got to be willing to be unpopular. Because the fact is that sometimes people want you to make promises that you won't be able to keep.
Non Executive Director specialising in Strategy, Governance and Digital Disruption. Member of Rotary.
8 年Good thoughts Richard, it seems to me that Turnbull got himself into a position where in order to achieve his personal goal of being Prime Minister that he had to cut deals with the Nationals and the far right of his party. A little like attracting a business partner who can provide you with the things you need (Finance, global reach etc) knowing that they don't share your corporate values and doing the deal anyway.