Holiday shopping tip for retailers: If you're going to offer live customer support, know that it will always set the standard for your brand value. #Fail to communicate clearly, or provide resolution with integrity, and you lose not only the customer but their influence network.
Whatever complaints we may have about @amazon, their customer support is generally excellent, and so their customers stick with them. Features offered tend to work, and problems are resolved with the minimum possible fuss. Sadly, other brands, attempting to compete, fall short.
While @amazon is presently having a tough time breaking into bricks and mortar grocery sales (@WholeFoods), I anticipate they will eventually crack that nut. @Walmart started poorly with its online presence, but has been learning from its mistakes, and improving well.
A number of online prepared food brands are struggling: @HelloFresh @blueapron @plated @SunBasketMeals @munchery @get_chefd et al, for the aforementioned reasons, and look to delivery companies such as @Instacart to fall apart soon, unless they get their act in gear.
For a new player to effectively compete with established retail brands, disruptive business models and VC funding are not enough. In fact, that could be part of the problem.
To secure a foothold in the marketplace, you need:
1. consistency
2. quality (of product and/or service)
3. reliability
4. professional humility
5. sustainability
6. transversal commitment to your value proposition, whether it is disruptive, differentiating, or duplicative.
1. consistency
2. quality (of product and/or service)
3. reliability
4. professional humility
5. sustainability
6. transversal commitment to your value proposition, whether it is disruptive, differentiating, or duplicative.
Believe it or not, customers want a fair transaction. Fair to them, and fair to you, the seller. All the coupons, discounts, and specials in the world won't make up for poor customer service, or failure to deliver on the brand promise.
