Our end Consumers (the people who ultimately use our product or service) are really the people who matter. Kevin Roberts, CEO of the advertising agency Saatchi & Saatchi, said he found the shift in control to the consumer was pretty scary because it meant all the marketing skills we’d learnt were out of date and that we’d have to start learning all over again.
It’s as simple as “Love Your Customers”. When you do and it shows, business is a lot more fun. I get the feeling I’m loved in a few places and I shop there or use them most.
The Ten Customer Commandments
- Remember, they are right (even when you think they are wrong)
- Spend as much time as you can listening to as many of them as possible
- Give them unexpected treats to say “thank you” for being loyal – never take them for granted.
- Never stop wooing them and romancing your brand
- Try and find out those little things in life that irritate them
- Understand how people are different and why and how to work with this
- When you make a mistake say ‘Sorry” and put it right
- Ask them to introduce you to their friends
- Always be faithful to them and their changing needs
- Love your consumer as though you were married to them.
If you make a commitment to these commandments in 2018 then, whether you are in your own business or a corporate, you will always feel that at the end of the day you will have given success your best shot.