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Leaning Tower of of Packages

November 23, 2012

The relentless TV spots from Wal-Mart furiously tried to keep up with the machine-like scoring of the New England Patriots last night, and I believe they wildly succeeded. Personally, I think “Black Friday” is an obnoxious consumer orgy, resembling the New Jersey Jets special teams, but maybe that’s best piled on in another blog. For the record, I won’t be spending a dime on any “stuff” today.

Anyway… Once all the “stuff” is purchased, many will struggle with getting said merch from here to there. I’m currently reading Outside In: The Power of Putting Customers at the Center of Your Business. The book from Forrester’s customer experience research practice has great stories of how to improve the experience your customers have with your organization. One story focused on FedEx and how customer perception of a package problem that didn’t really exist negatively impacted their experience… and how FedEx fixed it.

With social channels like blogs, Yelp, Twitter, Facebook, and even Glassdoor, just to name a few, customer experience is absolutely vital to your survival. You need to treat customers (and employees)  like they have influence over thousands, because they probably do.

Happy shopping.

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