On Serving Your Customer

“Don’t find customers for your product. Find products for your customers.” – Seth Godin

A Business is a Thing Unto Itself

“Working on the business recognizes that the business is a thing unto itself.  The business is a product that results from our purposeful creative, or alternatively, it is the default result of our subconscious neglect.  Like the engine of a car, the business is a mechanism that exists to solve a problem, provide a service, and do a job.  And like an engine, if it is not serviced, maintained, and improved, it will fail and become obsolete.” – Shane Jackson

The Message is the Product

The Brand Experience

A lot of brands are talking about user experience.  Products from Apple, Intuit, and so many others are lauded for their intuitiveness and great customer experience.  But that brand experience extends beyond the product to how the customer is engaged in the store, on the website, in mobile apps, on social media, and the like.  The brand experience is a venn diagram.  You can’t just create a great product, you have to have great service.  You can’t just provide an incredible in-store experience.  You must also have high product quality.  These things all go hand in hand.