A Quote by Gordon Bethune
The point is... you'd better figure out what your Customers - the Customers you want - value. Because that's what they'll buy. Anything else is a waste of their money, and they'll figure that out in a hurry.
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The easiest way to figure out who the customer is in an online space is to figure out who is paying for the thing. Usually, the people paying are the customers. So on Facebook, the people paying are marketers. That makes them the customers. And it means we are the product being delivered to those customers.
I think a much better use of time and resources is to really focus on your existing users or customers and figure out what changes can you make in the Web site, the service, the product, whatever, to get them to come back more often to generate that repeat business and once you kind of figure out that formula, then when you get new customers the whole thing just kind of grows exponentially.
If you want to measure social media ROI, stop wasting your time doing software demos and attending webinars. Just figure out what you want to track, where you can track it, think about both current customers and new customers, and go do it.
Sometimes there are customers who get in difficulty because of situations that are out of their control. These are customers with genuine needs, and the role of the bank is to accommodate these customers, and there is a real need to reschedule the loans of these customers.
In this day and age, when there are so many people creating work online and writing their own shows, I wouldn't tell another actor, 'If you can do anything else go do that.' I would tell them to figure out the story they want to tell, to figure out what artists inspire you and why, and then figure out a way you can create that for yourself.
Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.
We need to figure out a 'harvest system' to collect the produce that stores don't put out for customers to buy because it's not perfect looking. Frankly, the stuff left to rot in the storeroom is more beautiful to me than the perfect carrot. I'm a gnarly carrot kind of guy.
Take care of your customers, and you will have a successful business. Don't, and you won't. The airlines need to figure this out - soon.
The thing about startups is you can make it, and if it's wrong you can remake it, and you can build a team that you want to have, a product that you want to have. You're utterly focused on your users or your customers and their needs, and trying to figure out how to meet those needs.
Part of growing up is learning your strengths and weaknesses. What better way to figure out that hand-eye coordination ain't your thing than by getting drilled in the mouth by a red, rubber ball? You only gotta get beaned in the face so many times before you figure out, 'I better hit the books because this is not working out.
Convincing isn't really possible in an age of customer control. Customers hold most of the cards today. They have good visibility into their choices, and they can easily share information with each other. Not only that, they don't like to be sold. But they do like to buy. Your job shouldn't be to convince customers to buy, but to help them buy what they want.
The goal of listening to customers is not to please every one of them. It's to figure out which customer segments serve your needs - both short and long term.
Often people say they can't base their strategies on customers because customers make unreasonable requests and because customers vary too much. Such opinions reveal serious misconceptions. The truly outside-in company definitely does not try to serve all the needs of its customers. Instead, its managers are clear about what their organization can and should do for customers, and whatever they do they do well. They focus.
If I try to figure out what people want and give it to them, it's a failure. If I try to please people and figure out what's going to get me from point A to point B, I fail. But I think if I do what I want to do, in the long run, maybe not tomorrow, but at some point, I think it'll pay off and it'll at least feel honest.
Always treat your employees exactly as you want them to treat your best customers. You can buy a person's hand, but you can't buy his heart; his heart is where his enthusiasm is. You can buy his back, but you can't buy his brain. That's where his creativity is. Treat employees as volunteers just as you treat customers as volunteers, because that's what they are. They volunteer the best parts - their hearts and minds.
... I just want to remind the owners and the players: you guys make money because you have a whole bunch of fans out there who are working really hard. They buy tickets. They're watching on TV. Ya'll should be able to figure this out. Get this done.
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