Filed under: Uncategorized | Tags: brand, customer service, Evolved Thinking, IKEA, Kate Leggett, Mark Angel
By Mark Angel
Today’s customers have high expectations. They want personalized, consistent, accurate and timely service. If your company fails to deliver — an increasingly common problem — they’ll take to the social Web to let you and the rest of the world know about it.
To better manage expectations, companies need to take a closer look at how they’re aligning their service offerings with their brand images. After all, your brand is only as strong as your customers’ perception of the company’s value proposition.
IKEA gets this. The company’s service matches its brand image.
Filed under: Uncategorized | Tags: Bob Thompson, Chip Cliedman, KANA, products, recession, SEM, Service experience management, Vikas Nehru
By Vikas Nehru
Well-known blogger Seth Godin recently noted that the best marketing strategy is to destroy your industry before your competition does. He’s absolutely right. Especially in today’s economic climate, you must out-innovate your competitors, or they will out-innovate you.
Many companies are tiptoeing around innovation. They are opting to maintain the status quo, rather than expand. They continue to make small improvements to their existing product suites instead of developing new, revolutionary solutions. These companies are at risk. Like Singer (the sewing machine manufacturer that Godin references in his blog), many once-proud industry leaders will find themselves stuck in the also-ran column. (more…)
