Apple CEO Steve Jobs–showing your most loyal customers how important they are

13 09 2007

The new IPOD Touch / IPHONE has been not only a hot release this past week but also hot bed of what to do when you let you most loyal fans down. I love companies that have loyal fans sometimes considered crazy because they show that a company is usually doing something that is so groundbreaking people want to believe in them. There are several but this week there was one of the best saves by a company I have ever seen by Apple. CEO Steve Jobs released great new products on Wednesday but for the first time I can remember one of them was clearly cutting into present marketshare. The Ipod Touch while it is amazing product out of the innovation factory of Apple also cut into the IPHONE market of just 3 months ago. For all those people like myself that wanted an Iphone but weren’t willing to switch to ATT now when can have the features we want without the commitment of the phone contract.

However fans got upset and rightfully so If they would have know about this maybe they wouldn’t have gotten the IPHONE. Now introducing new products the next week that eliminate other products has ALWAYS been the true cost of the ownership of technology. Thousand of companies do this all the time and if you don’t cannibalize your product yourself competition definitely will. However very few if any of the others have a fanbase as rapid as Apple. Now regardless of any of the reasoning of Apple or Steve Jobs that has been flying around the internet there is one very powerful truth that all business owners should heed. When your customers aren’t happy stand in their shoes look at the world from how they see it not how you see it.

The reason i’m posting is that Steve Jobs actually did something about this because he cares about his most loyal and passionate customers. He realizes that once you lose them it is almost impossible to get them back. After reading thousands of emails personally I’d bet that at he remembered how it feel to be completely neglected and used and told that you don’t matter. After all he did build Apple once and then his own board of directors threw him out after everything he had given. He realized more than others the very last people I want to deny is the people that help me rebuild Apple.

You can have a great product that changes the world but if nobody buys it –what good is it?

So when your most dedicated customers or employees have a complaint start listening to how they feel instead of what the complaint is. These people are so much more important than any fiscal document could ever show. These people create market share for you just look at how Starbucks launched a new city when they started.

For all the criticism of Steve Jobs I have seen I must say at least he did something about it where as many others wouldn’t. So for yourself whenever any of your customers are disappointed in something you do start talking to them. Asking them what they feel and why. Many times they will show you points that you probably haven’t considered and that can help you to make better decisions in the future.

Advertisements

Actions

Information

One response

24 09 2007
Business » Apple CEO Steve Jobs–showing your most loyal customers how …

[…] Wayne Hurlbert wrote an interesting post today onHere’s a quick excerptNow regardless of any of the reasoning of Apple or Steve Jobs that has been flying around the internet there is one very powerful truth that all business owners should heed. When your customers aren’t happy stand in their shoes look at … […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s




%d bloggers like this: