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We've used the net at our locations for finding out if a) we can get the product the customer wants and when it will arrive and b) if we can't to help identify where the customer CAN get the product.
The thinking is if we can't get it then we've already lost the customer's money... there's no reason to lose the customer's loyalty, so we help them find where they CAN get it. So far it's been very effective as far as word of mouth goes in getting people to come back, telling others.
Posted by: Rich G. | March 09, 2009 at 05:48 AM
What a great attitude in your philosophy Rich! By default, we seem to think of technology as making things easier/ cheaper/ faster/ for our organizations internally, or for personal productivity, yet it can be best used to serve.
One of the D15M huddles I will often suggest to managers, is a talk story about product versus service, because ultimately we always come to the conclusion that the value perceived in service delivery always trumps the bells and whistles features of any product. I think that is the word of mouth effect you are enjoying. Well done!
~ ~ ~ Editorial note:
If you are new to Talking Story, read about the D15M huddle here: http://tinyurl.com/aeqtnc
Posted by: Rosa Say | March 09, 2009 at 08:14 AM