This is in reference to Jim Green's post at How-To Products...
Entrepreneurs have great ideas, but if those ideas are not backed up by great service, all that work simply goes down the drain. It's like throwing money away. Would a smart entrepreneur do that?
And this is why I often wonder why companies continue to offer substandard service. Why go through the whole process, if you're not going to help the customer? This is why you went into business in the first place, right? To help the customer?
Don't think you can just skim by just selling and marketing your product. There's more to it than that.
The reason actually has been around awhile. The problem is people choose to ignore it. Most entrepreneurs are lousy business people anyway. They are passionate innovators who are caught up in the passion of a vision and have little time for customers let alone running a business, which is unfortunate. However, if it were not this way many of innovative products industry innovations and such would still be waiting to happen.
The other issue is product centered business platforms. With all the push about customer centricity and customer experience management you would think someone would actually listen. Some businesses do listen and try, but the majority is more interested in selling what they produce or sell than the customers that buy. I have written several articles on these both at my blog and at my website; http://www.customerdevelopmentcenter.com.
The point here is that many companies and startups that we label as entrepreneurs aren't. They are just following a market trend using poor business methodologies that focus on selling products not in solving a customers problem or in fulfilling a customers need. This is inherently seen in online businesses who are probably the biggest violators of this.
If you selling product first and you’re set on volume attainment and new customer acquisition there is little time for real customer service or customer loyalty development.
Posted by: Tim Whelan | April 18, 2006 7:53 AM | Permalink to Comment