Hari ini, buat discussion dengan satu online book business untuk review business model mereka bagi berdepan dengan keadaan market yang sedang dilanda dengan pelbagai perubahan. Satu perkara penting yang dipelajari ialah;
1) Adakah kita sedar apakah yang menyebabkan
customer mahu membeli produk kita?
2) Adakah kita sedar apakah pengalaman
baik/buruk yang dialami oleh pelanggan kita bila menggunakan produk kita?
Kedua-dua
soalan ini dinamakan sebagai the moment of truth kita bersama pelanggan.
Semestinya, kita perlu prihatin apa feedback customer mengenai kedua-dua soalan
ini dan apakah tindakan selanjutnya dari kita bagi memperbaiki pengalaman
pelanggan mengenai kedua-dua soalan ini.
Jika anda
mengahadapi situasi yang sama dan memerlukan bantuan, hubungi saya.
Had a
discussion with an online book business today to review their business model
regarding on how to face the market situation that is being hit by various
changes. A few important things learned are;
1) Are we
aware of what makes customers want to buy our products?
2) Are we
aware of the good/bad experiences our customers have or had when using our
products?
These two
questions are called the “moment of truth” with our customers. Of course, we
need to be concerned about what the customer's feedback is about, regarding
these two questions and what is the next action from us to improve the
customer's experience.
If you face
a similar situation and need help, please contact me.
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