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An article by Donald Cooper, MBA...

From “Life’s Good” to “Life Sucks” in under an hour.
What are you doing that drives your customers
nuts...and drives them away?

A few weeks ago I bought a new LG monitor for my laptop. According to their
advertising, LG stands for “Life’s Good”.
Who wouldn’t want that?
I suppose that it’s a wonderful monitor
but, so far, that’s just a guess on my
part because I can’t get the darn thing
connected to my laptop. The
instructions, written in five languages,
are so obscure and poorly written that I
gave up after an hour in utter
frustration.
My wonderful new monitor now stares
at me lifelessly from the back corner of my desk, mocking me. I feel like a
failure...frustrated and resentful. Life is NOT good...life sucks. All they had to
do was to think and feel like a customer and create clear, simple connection
instructions that are easily followed.
But the larger point for all of us here is that we need to review everything we
do that “touches” our customers in any way and get it right. Think and feel
like a customer. Ask your front‐line people to give you a list of five things that
you do, right now, that drives customers nuts...and drives them away. Then,
come up with extraordinary solutions that will turn them into raving fans.
Remember, mediocrity is no longer an option.
From “Life’s Good” to “Life Sucks” in under an hour.
What are you doing that drives your customers
nuts...and drives them away?
www.donaldcooper.com
An article by Donald Cooper, MBA...