Putting People First Stories – November 6, 2009
by Glen Crosier
- Study: Educating Your Customers About the Web Could Make Them Smarter
- Risk averse agencies are the enemy of personalisation
- Elaine’s story about her family’s Individual Budget
November 6, 2009
- Who said you can’t reach elderly people through the web ? – 105 year old Twitter user – fantastic
November 6, 2009
- Here’s another clue for those people wondering how to develop personalised services and market them directly in a meaningful way that speaks to the end user customer/client.
November 6, 2009
- Elaine’s story provides valuable insights for anyone asking “what do people really want?”. Its time to move beyond annual satisfaction surveys and really start to listen to how people want to feel, how they want to be treated, what help they want and what they don’t want.
It’s up to service providers to understand what self directed support is about and prove they really ‘get it’. This has to happen through a marketing approach which means something to the customer – clear communication of service benefits, a unique selling point, and a compelling reason why someone should choose service A over service B is a good start.
Like any other business to earn the trust of the customer it requires going the ‘extra mile’ to show people their needs and wants are truly understood.
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