Treating Your Customers Right

Jun 14, 2008

Aaron Ramsey, holding up his new Arsenal shirtAaron Ramsey, the most sought after teenager in England, has signed for Arsenal. He was expected to sign for Manchester United, and to be honest, even I didn’t think Arsenal would get him. But in the end, he chose to come to Arsenal. Why? Because Arsenal treated him well.

Manchester United sent their captain, Gary Neville, to meet Ramsey and his family. Ramsey and his family had apparently wanted to speak to the management about his future, but didn’t get the chance. Arsenal, on the other hand, flew him first class on a private jet to Switzerland to meet Wenger (because Wenger was working there). Wenger talked to him, and answered any questions he and his family had, for over 2 hours, and convinced him that Arsenal was a better fit to his style.

Arsenal might not have won as much as Manchester United, the current champions of the Premier League and Champions League, in recent years. They might not have the fan base or financial strength of Manchester United. I hate to admit this as an Arsenal fan, but on paper, Arsenal may not be considered as good a club as Manchester United.

But they treated Aaron Ramsey better. They talked to him openly, addressed whatever questions he had honestly. And they proved that they were better for him. Arsenal might not be the better club, but they were the better club for him, and that’

There’s a great lesson in customer service here. Treat your customers (both prospective and current) as well as you can, no matter who they are. Talk to them openly and honestly, and listen. Provide what is best for them personally, make it as personalized and unique to them as possible.

Do that – treat your customers right – and they are more likely to come to you.

Are you providing first class service to your customers – are you treating your customers right?

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Relevance over Simplicity

May 28, 2008

Mike Elgan wrote an article a few days ago about our search for the super easy super-phone.

And I think he makes a good point in the article, that goes beyond just cell phones.

In today’s world, there’s so much talk about information and feature overloads. People complain about everything being too busy, and talk about wanting simplicity.

As much as people talk about simplicity, that’s not the most important thing. The most important thing is relevance. If it’s relevant to the user, it’s fine. And the greatest form of relevance is personalization. That’s why you can have a busy homepage if you let your users organize it.

Personalization and relevance trumps everything else in today’s market, at least that’s what I think.

How are you ensuring that your products are relevant to your users?