How NOT To Do Branding & Customer Experience
▼The Ultimate Business Strategy II: A Chinese Customer Satisfaction 'Red Flag' Case Study + Tesla Cybertruck vs. BYD U8▼
⬆ Why U8 Beats Cybertruck ⬆ 20+ Ways To Handle Difficult Customers ⬆ Images Hyperlinked▼
At a time when foreign brands are exiting China in droves, and Chinese nationalists are flocking to
buy iPhones despite patriotically promising to buy Huawei's Mate 60 Pro, the customer satisfaction
and product quality fail above is NOT the only cautionary tale. But writ large, the perils of IP theft,
forced technology transfer or not. And then, Chinese netizens' confirmation of #iTHiNKLab's 2021
forced Tesla exit prediction after Elon Musk's usefulness to the CCP expires. Wherever you stand
politically, or sit as a business person or leader, we previously resolved that LeBoeuf's CX quote
which can be misleading. Chinese bus shopping? BYD is better. But, whatever your competitive
landscape, the following insight together with Jack Ma's, is better for small business owners &
for a fee, I can discuss details and train you. But true story: A Chinese Northerner and small
business owner with whom I frequently did business once told one of his subordinates — in
a local dialect — “I like him a lot but every time I do business with him, I just don't make
any profit.” It was a staggering aha! moment for me. Because I realized I'd been selfish.
His was not a big corporation. He had a business to grow, employees to pay and family
to feed. And yet, on second thought, I'd come face to face with one realization: Even
in America, my negotiation tactics — ruthless (CEO warning) — still fell in the dirty,
perhaps unethical category. Customer Service can be an overrated and misleading
notion for reasons easily googleable. Strategically, a good business enterprise, if
it is to succeed — whether it wants to scale or not — needs satisfied customers
who genuinely want that business, your business, to continue to exist. Happy
paying clients OK with price hikes, because of your superior value and solid
brand reputation. So, Customer Experience Innovation? Sure. Invest in it.
But the balance a good business enterprise must strike is what I call the
holy grail, or ultimate winning business strategy: Customer Experience
that is next to impossible to duplicate and satisfied clients that ALSO
want YOUR business to succeed and thrive. I'll avoid naming models
or specific brands in this post. However, small businesses smitten
by the above quote are the same ones — as is common in China
— to fail. If, as a fiercely committed founder, you want to nail
it, study & hire people committed strategic preeminence &
strategic intensity. In addition to startup business failure,
to nail the game. Also, as a small business, be on top of
Cash Flow. Master winning contracts without pitching.
And don't underestimate the power of hiring people
who can consistently get hiring right. Empowered,
skilled or well-trained employees in client-facing
roles with good judgment can competently like
the subordinate mentioned above, implement
your Customer Service and ultimate Business
Strategy. They, likely, know more than you
which prospects or customers are jerks &
can handle them professionally. Which,
in the case of the above story a good
employee transformed me, a not so
good, even cheapskate customer,
into a more ethical and satisfied
client. A Win-Win. The goal is
to drive long-term value not
be outfoxed by customers
at every turn. Let Niche
Markets do their thing
as you perfect YOUR
Customer Service.
great product +
should set
you up!
○ ○ ○
⬆ Customer Experience, Customer Service; Customer Satisfaction Done Right ⬆
(Brand Excellence)
⬆Consult Me⬆
Learn
○ ○ ○
PEACE
TT
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