I was reading through some old seminar notes of mine today. Back in 2005 I did a presentation about the need for marketers to embrace technology and use it to make customer’s lives easier. Although the graphics in the presentation are old by today’s standards, the message was not.
Here’s a brief recap of six faulty customer assumptions that can trap a business:
- They know about you
- They inherently care
- They will tolerate complexity
- They will do as you wish/conform to your needs
- They just want a complete list of what you offer (let them figure out which feature or benefit they need)
- They are predisposed to your brand = loyal
Is your business customer friendly or are you guilty of some of the assumptions above?