Yesterday I was learning about Philippe Starck, the best known designer in the New Design Style. Here is tiny example of his work.
Also we are seeing companies like Apple, IKEA, Zappos and many others, which are offering great services or products or both.
If companies like them can offer, why not everyone? Here is the point, Apple didn’t bring its products’ design from here or there, or even it wasn’t avilable before they created it. Similarly for Zappos, they had no such experience of Delivering Happiness before.
Both companies and individuals, promised it to themselves, designed it, created it, delivered it.
Things did not ended over there, what we call now customers or fans loyalty is actually designing your unique consumer or fan.
This is what I call an era of designing consumers. Without it, it is impossible for good folks to make WOW. I strongly belive you know what you can do to design your own following of people or consumers.
Waiting of what? Go.. Design us.. We’re waiting of you dear Linchpin.
Online media has empowered user to share his views to a vast majority. People are tweeting & blogging about their likes & dislikes.
They are writing anything about anything, Yes about your product too.So are you well aware of what’s being said about you? How you manage your company’s online reputation, which has now become very important in past couple of years.
Angry Mike can tweet about the reason behind his anger to his 3700+ followers, worse he can write a post on his blog about.
Mike is not alone here, anyone can be confuse on our your complex product and can warn his prospects never to try you, they do not care of your satisfaction.
So only great products or better services is not the answer of this possible crisis. You will have to make them happy again right there. Unfortunately most of the companies are using social media as another selling tool and fortunately they are getting failed.
Businesses today are serving to the most empowered customers in history. Therefore now customer is considered as a friend/enemy of your business. It’s up to you how you get their trouble solved and respond them as quickly as possible.
My answer to this challenge is to empower your employees. Let a human deal with a human.
Ask your IT dept not to ban twitter and other social networking site anymore.
Set a social media policy and guidelines.
Find the social guys (I call them Rock Stars) out of your staff and encourage them to talk on behalf of the company online.
Be there to support the innovative ideas of your staff and help them to apply.
Provide them the tools to manage possible risk & let them install Tweet-deck too.
Do not shit next time, “why you are installing Photoshop on the company’s computer.” Believe me, ideas can come from any level of the organization any time and they can take you to higher. Encourage them to be creative, look for the solutions with a new set of eyes.
Let the Rock Stars to spread social virus to others inside the company.
What makes the difference is weather the company has organized itself and employees to use the social tools to make their customer happy. Remember social media is to sellTAKE CARE of your customers. Take Care!