Comments for All Customers Are Irrational http://www.irrationalcustomers.com Just another WordPress weblog Fri, 05 Feb 2010 10:02:39 -0500 http://wordpress.org/?v=2.8.2 hourly 1 Comment on When Booking a Flight, Customers Must Confront the Airlines’ Extra Baggage by Suranga Rajapakse http://www.irrationalcustomers.com/2010/02/01/when-booking-a-flight-customers-must-confront-the-airlines-extra-baggage/comment-page-1/#comment-150 Suranga Rajapakse Fri, 05 Feb 2010 10:02:39 +0000 http://www.irrationalcustomers.com/?p=136#comment-150 In my opinion, I think the reaction of Airlines to this tactic (I must try it on Airlines here in the UK!) appears to be driven more as a punitive measure than as a cost-related one. Often I find that airlines, as with many companies, view the customer as the enemy, a shrewd an devious (possibly wrinkled and with a hunch) character who's always looking for loopholes in service to take advantage of. As such, the instinctive reaction is to close down the loophole by making crazy charges that deter the future practice of the same. Perhaps organisations are better off viewing such consumer behaviour as serendipitous sources of market research that highlight a gap in the consumer experience. By welcoming such opportunities to better their services in comparison to competitors (like Southwest), they can gain competitive advantage by simply reacting to consumer needs that were never assumed (as in some market research) but made explicit by the target market itself? In my opinion, I think the reaction of Airlines to this tactic (I must try it on Airlines here in the UK!) appears to be driven more as a punitive measure than as a cost-related one. Often I find that airlines, as with many companies, view the customer as the enemy, a shrewd an devious (possibly wrinkled and with a hunch) character who’s always looking for loopholes in service to take advantage of. As such, the instinctive reaction is to close down the loophole by making crazy charges that deter the future practice of the same.

Perhaps organisations are better off viewing such consumer behaviour as serendipitous sources of market research that highlight a gap in the consumer experience. By welcoming such opportunities to better their services in comparison to competitors (like Southwest), they can gain competitive advantage by simply reacting to consumer needs that were never assumed (as in some market research) but made explicit by the target market itself?

]]> Comment on Apple – my iPhone had a fatal coronary, but I’m still happy by Bill Cusick http://www.irrationalcustomers.com/2009/11/12/apple-my-iphone-had-a-fatal-coronary-but-im-still-happy/comment-page-1/#comment-136 Bill Cusick Tue, 24 Nov 2009 20:15:09 +0000 http://www.irrationalcustomers.com/?p=112#comment-136 Brad: I think what makes it so distinctive is, frankly, its rarity. Why do other companies not get the value of this approach? Brad: I think what makes it so distinctive is, frankly, its rarity. Why do other companies not get the value of this approach?

]]> Comment on Apple – my iPhone had a fatal coronary, but I’m still happy by Brad Farris http://www.irrationalcustomers.com/2009/11/12/apple-my-iphone-had-a-fatal-coronary-but-im-still-happy/comment-page-1/#comment-125 Brad Farris Fri, 13 Nov 2009 15:07:25 +0000 http://www.irrationalcustomers.com/?p=112#comment-125 Bill: I had a similar experience. No questions, no "checking to see if it's in warrantee" just a new device, ready to go. Talk about building customer loyalty. Brad Bill:

I had a similar experience. No questions, no “checking to see if it’s in warrantee” just a new device, ready to go. Talk about building customer loyalty.

Brad

]]> Comment on How do you take price out of the equation for your customers? by Brad Farris http://www.irrationalcustomers.com/2009/10/19/how-do-you-take-price-out-of-the-equation-for-your-customers/comment-page-1/#comment-110 Brad Farris Fri, 23 Oct 2009 12:58:31 +0000 http://www.irrationalcustomers.com/?p=103#comment-110 Bill: You are 100% right on here. We need to build such a conection with our clients (and prospects) that there is no competition. We need that connection to be more than just a personal connection, it has to include customized business processes that attract and hold those clients like magnets. See the new posts @ www.bradfarris.com on this very topic. Brad Farris Anchor Advisors, Ltd. Bill:

You are 100% right on here. We need to build such a conection with our clients (and prospects) that there is no competition. We need that connection to be more than just a personal connection, it has to include customized business processes that attract and hold those clients like magnets. See the new posts @ http://www.bradfarris.com on this very topic.

Brad Farris
Anchor Advisors, Ltd.

]]> Comment on Are you crazy? by David http://www.irrationalcustomers.com/2009/07/16/are-you-crazy/comment-page-1/#comment-2 David Thu, 23 Jul 2009 20:47:00 +0000 http://irrational.26am.com/?p=43#comment-2 Awesome post. Thanks for some thought provoking articles and ideas! Awesome post. Thanks for some thought provoking articles and ideas!

]]>