You can’t please everyone, two percent of everyone in fact

Wednesday, 10 November, 2010

Seth Godin: when it comes to pleasing those you work for it pays to focus your efforts on the majority who appreciate your efforts, rather than the small number of people who will never be satisfied.

If you have fans or followers or customers, no matter what you do, you’ll annoy or disappoint two percent of them. And you’ll probably hear a lot more from the unhappy 2% than from the delighted 98. It seems as though there are only two ways to deal with this: Stop innovating, just stagnate. Or go ahead and delight the vast majority.

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The etiquette of becoming, and being, a restaurant regular

Wednesday, 25 November, 2009

Don’t go getting ideas above your station just because the staff at your favourite cafe or restaurant have started referring to you as a regular.

Prior to establishing regular status, you can’t let on you have interest in becoming a regular. Being needy is a turnoff. Likewise, acknowledging you’re approaching regular status – even if everyone is aware – is off limits. It’s key that the acknowledgment lie with the establishment, and all you can do is wait.

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Businesses caring more for customers than shareholders? Sell!

Monday, 23 March, 2009

Australian supermarket chain Woolworths has earned the wrath of sharemarket analyst David Errington for having the audacity to “prefer” its customers over its shareholders because management has decided to renovate some stores, and open others.

After issuing 19 consecutive “buy” recommendations for the stock since May 2005, Merrill Lynch’s retail analyst, David Errington, has downgraded it to neutral and cut his target price by 23 per cent to $25.50. He believes the era of extraordinary shareholder returns has come to an end. He argues it is no longer the great investment it was, because it has preferred its customers over its shareholders by spending $6 billion on store refurbishments and new supermarkets over the next three years, instead of returning funds to shareholders.

What’s the alternative? Close all the shops instead? Perhaps removing the expense of having the stores in the first place would sufficiently improve the return to shareholders then?

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Usability Challenge 2008

Wednesday, 30 July, 2008

Friday 1 August is Usability Challenge 2008 day. Because the world needs a usability shake-up. And more emphasis on end user and customer testing before web or software applications are launched.

Or the layout of the cheese display is finalised at the supermarket, for that matter.

I’m talking about poor information architecture in the gourmet cheese section of the deli (where’s the BLOODY stilton???). I’m talking about cash registers that make cashiers struggle (and you late), tv remotes with 30 buttons that you will never press, call centres that make you prove your identity even when only you need 100% generic advice (“Ok sir, before I give you the showing time for that movie, can we start with your name, date of birth, eye colour and the name of that kid in second grade who stole your peanut butter sandwich that one time?”).

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5 sure fire ways to make yourself look like an idiot

Tuesday, 27 May, 2008

5 sure fire ways to make yourself look like an idiot

How not to build good relationships with your clients… making them a better offer on something you know they’ve already purchased has to be the pick of the crop here:

Talk about rubbing your customer’s noses in it. These days people are aware that offers change over time. How many of us have bought a TV, only to find it on sale the next week, or Apple’s price drop on the iPhone. So if they see an ad on your site, or hear something on the radio, most people will feel unlucky, but not angry. Send them a direct mail, with their name on it, offering them a better price something you should know they already own – now you’re asking for trouble.

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