To paraphrase Warren Buffet, the secret to good customer relationships is the same as the secret to any good marriage: low expectations. But customer expectations today are rising more rapidly than ever, which presents a problem--as well as an opportunity--for your business. A case in point from Comcast.
As technology continues to make our world more and more transparent, companies that are proactively trustworthy will be watching out for their customers’ genuine self-interest, rather than simply exploiting their emotions and biases.
When a bee finds food, it returns to the hive and does a "waggle dance" to tell the others where to find this bonanza. When you’re thinking about building your business, ask whether it makes more sense to invest in your flower’s appearance--or your nectar’s taste.
Try to remember the last time you had an internal meeting to review the sales pipeline, the latest product offering, or the upcoming marketing plan. Now imagine that your customer had actually been in the room, listening in. If there are things you would've changed, it may be time to invite your customer to the table (if only metaphorically).