| Openess is good |
| Written by Laura Chisholm | Monday, 31 August 2009 09:00 |
|
There has been a fundamental shift in how the world works and it’s not going to change back. Consumers expect a greater level of transparency and openness from the organisations they deal with. Those organisations that have the vision and bravery (yes, I know it’s scary) to move to a more open, collaborative model of interaction with consumers will very quickly reap the benefits. Consumers also expect innovative, consumer-focussed products and services, delivered at a constantly accelerating speed. If you don’t get to market first with the products and services your customers want, someone else will very quickly step in and do it for you. If this happens, all is not lost. You have an opportunity to tap into this innovation and harness it for the great good of your organisation and your customers. Moreover, if you try to squash it (like our friends at RailCorp) you will probably experience a very negative backlash. Transparency is good; you look more trustworthy and consumers will like you more. Let’s face, all any of us really want is to be liked by our consumers. This is an extract from an article in our publication section. Read more |
re 'being liked by your consumers'. That's not enough! Kevin Roberts in his book Lovemarks talks about love being the only way forward. "For great brands to survive they must create loyalty beyond reason." Products become Trademarks become Lovemarks. xx