Posts filed under 'experiences'
“A ‘Satisfied Customer’ is eight times more likely to switch to a competitor than a ‘Delighted Customer.’”
-Branding expert Ed Delia recounts the key takeaway of a seminar he attended on the topic of “customer attrition”.
‘Barely satisfied’ and ‘delighted’ are a mere 5 notches apart on the Sutori goodwill meter, but from a business impact perspective they are clearly miles apart.
The good news for businesses is that if you listen carefully, your customers will tell you exactly how to make that journey.
The good news for customers is that there are now more places than ever (Sutori included) for you tell businesses what they need to hear.
. . . and if they still don’t listen, there’s always that whole switching to the competition thing to fall back on, too.
February 5th, 2007
David at Ironic Sans writes a great post about his ridiculously huge K-mart receipt. He only bought 2 items and the receipt was 21 inches long!
“I did a little math. If every customer purchases exactly two items (an underestimation, I’m sure), then K-Mart goes through approximately one mile of paper every 3,017 customers.”
Here’s a scan of the actual receipt.
Yowsa!
To me, this story is a good example of why Sutori exists. There are lots of places on the web where you can review products but not enough places where can you send a message to companies about other things that are just as important.
(Via the Consumerist)
December 19th, 2006
People ask me all the time how Sutori is different from customer review sites like Epinions or some of the more interesting newcomers like Stylehive or ThisNext.
We Sutori-heads are big fans of peer-to-peer reviews in general (customer power! right on!) and those last two sites in particular, but there are some big differences between them and Sutori.
Perhaps the biggest of these differences can be boiled down to the title of this post: products vs. experiences.
Now of course, finding the best products is a vital part of life as customer. But it’s only one part. There are so many other aspects of the overall experience that make us happy or unhappy customers.
In other words, it’s often more about HOW someone sells you something than WHAT they actually sell you.
Think of your own life. Think of the last three or four times you opened up your wallet. What left the biggest impression? Was it the thing you were paying for or something else?
Now quick . . . hold that thought and go post a story!
October 12th, 2006
