I recently returned from the latest Computers in Libraries conference. (See slide decks of my presentations at batesinfo.com/extras.) One of the keynote speakers was Brent Leary of CRM Essentials, who spoke about “Evolving Community Engagement: What Would Amazon & Google Do?”.
Here are my musings based on his presentation.
People don’t buy from companies – they buy from people, and based on good experiences. People buy from Amazon.com because it’s an easy, successful experience. They can browse among a variety of alternative products, read reviews, compare prices and features, and make a purchase, all without leaving the house or finding out that the local store is out of stock. Regardless of what you think about the impact of Amazon.com on brick-and-mortar stores and the working conditions of its employees, Amazon’s success demonstrates how important it is for companies to ensure that their customers always get what they are looking for.
Successful entrepreneurs / info pros / consultants focus on building relationships with clients; every interaction is another opportunity to either enhance or damage your brand. And your brand is only as good as your execution. If clients see that you are their ally, they will keep coming back.
How can you differentiate yourself? How can you amaze your clients with something they never thought to ask for and that they value?