Image via Wikipedia
When I tell people that, it reminds me of an old Saturday Night Live skit with Stuart Smalley who would provide daily affirmations in front of a mirror, repeating that "people like me." The reality of today's marketing and advertising efforts is simply people just don't care about your product, what specials you run, or how it fairs against the competition.
What they do care about it how it makes them look, how it makes them feel, and if their lives are better because of it.
It's a harsh concept to wrap yourself around, but as it relates to branding, it's something that marketers needs to realize. As social technologies have been integrated into the business culture, brands seek out fan followings and groups of supporters that will speak on behalf of the product or service being provided. Still, customer loyalty is a fleeting concept, chances are the market is flooded with similar products, and most loyalty exists out of habit or fear of changing.
Providing quality customer service, a quality product, and a quality experience from beginning to end is what will keep customers happy. It's not how much you talk with them on Twitter, it's not how low you can bring your prices, it's not even how fancy you can make your product look, while all this helps in terms of experience, the customer will ultimately decide based on their own needs and perceptions, further driving home the fact that they don't care about YOU, they care about them.
I'd like to hear some feedback, let's get some chatter going. I'm interested in hearing your thoughts on this, share your experiences, and perhaps provide some insight on what you do as a brand to keep interest in what you do or provide as it relates to how it makes the customer feel.
