Increasingly, every customer is going to want more personalization, more speed, more authenticity and less hassles from anybody that they give their hard earned dollars to.
The question is, are you going to be one of the companies that learns how to personalize?
Are you going to be one of the individuals who learns how to create authentic, friendly interactions?
Another important question is, if you are a leader, are you developing your people and removing obstacles so that they can create fast, flexible, hassle free interactions?
When I wrote yesterday about Tesla’s ability to create personalization, customization, flexibility and a hassle free experience all together, many of you said it is because it is a premium brand and a niche experience.
For those readers who thought that, you don’t want to know what I am thinking because actually that is a load of crap.
Personalization, authenticity, speed and flexibility have no relation to the cost of the product or service.
Amazon and Zappo’s did it with books and shoes.
Let me give you another example of a high touch, high tech garment manufacturer in San Francisco.
For those of you who do not want to experience the power of personalization at the price point of a Tesla, I encourage you to visit Timbuk2 and personalize one of their bags.
You can take it all the way to the purchase point and then stop just to get an idea of the level of personalization that I think is required to be a winner today.
Here is a question I would like you to answer really honestly;
Are you doing anything even remotely close to this in your business, for your customers?