Involved Customer (redux)

It's time. Time to embrace the new reality of the "involved customer." Involved in our process, our campaigns, involved in "presenting" our products or service through You Tube or Blogs, involved in projecting us forward or pushing us back.

We can't control them, we can only enhance their every changing perception. More branding, better quality, faster responses, personalized service...the list is endless.

Selling an idea...easily

unicef has a new campaign to emphasize how much clean water one dollar can buy. This “vending machine” was put up in a high-traffic area of NYC to draw attention to donations. No sad stories, no long drawn out text- just a quick, easy to understand visual.
How are you conveying your information? Is it easy to understand?

Yo, I know my customer

"One of the most difficult barriers to customer obsession is the belief that you already understand your customer."
- Jeremy Gutsche from the book "Exploiting Chaos"

It's interesting to sit in meetings week after week and never hear the word "customer" or "consumer" in the same breath as "needs." Clearly we get this false sense of security that our customers are exactly as they were five years ago. We know them by their defined points in the customer box; point A, B, C and D make up the perfect square. No need to study it, it's all in it's tidy square place
Why did we stop talking about what they need and instead focus all too much on what's wrong with them? Huh? But...
Perhaps we should we put a mirror up in all the conference rooms~