Anybody that follows trends on social networks has probably heard of Dave Carroll and his YouTube video about United Airlines and their treatment of his guitar. Yes, it is an interesting story that demonstrates the power of social networks (and the fact that YouTube viewers appreciate a really good video), but there are some real lessons to be learned as well.
If you have not seen it - then have a look below. Within a week of it being uploaded it had more than three million hits and the mainstream media had picked it up - CNN, The Wall Street Journal, BBC, CBS, and many other print and electronic outlets.
Showing posts with label customer journey. Show all posts
Showing posts with label customer journey. Show all posts
The Changing Customer Journey
Today, most (if not all) vendors in the software, hardware and telecoms world are still working through the impact on their products and revenues that the shift to "cloud" is going to have in the short, medium and longer term. This is certainly the case with the big vendors that are used to shifting "tin" and software licenses.
This shift has to change the way that everybody that involved in product development looks at how they build their product offering. The big difference is that the customer journey now becomes really important, simply because the customer service experience will be potentially that single element that enables you to differentiate your offer from the competitions.
This shift has to change the way that everybody that involved in product development looks at how they build their product offering. The big difference is that the customer journey now becomes really important, simply because the customer service experience will be potentially that single element that enables you to differentiate your offer from the competitions.
WHY is THE most important Question
Starting to build a product is daunting, but in reality, the immediate temptation is always to delve straight into the detail, without really understanding why you are building a product in the first place.
It does not matter whether one works in a startup, large corporate, or even a medium sized organisation that is somewhere between startup and exit strategy. What differentiates the good ones from the bad, is that they understand why they are doing something.
It does not matter whether one works in a startup, large corporate, or even a medium sized organisation that is somewhere between startup and exit strategy. What differentiates the good ones from the bad, is that they understand why they are doing something.
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