Customer Experience, Customer Service, Startup

You are competing for attention

attention
photo by http://www.flickr.com/photos/35429044@N04/

The average person can hold between five to seven items in working memory. You are probably using a couple of those items already. The takeaway – especially when you’re asking customers to do something for you – is for you to ask them to do as few steps as possible.

The first step to getting consumer attention is to state very clearly why they need your product or service. The “throw it up against the wall and see what sticks” method is one way to start – refining along the way – and another is to pick the narrowest focus possible. For great examples, think of Uber (press a magic button, and a car arrives within minutes to take you where you want to go), Amazon (buy anything you want on your schedule), and Dropbox (store files that you can read from anywhere).

The second step for getting consumer attention is to realize that you are not at the stage (yet) of offering all things to all market segments. So for the target market, what problem are you solving right now? (If the answer is “not sure” perhaps you should ask your current customers and find out what they feel you’re doing to solve their problems). An example of a problem to solve right now is one that you know the customer has (because a real customer told you or asked for that service).

Getting attention is great – and guarantees that you will get one shot to make a first impression. These opportunities are also a good time to find out (sometimes abruptly) what’s not working. In the best case scenario, you gain the customer’s attention, solve their problem, and deliver a meaningful and repeatable excellent experience. And it doesn’t always work that way (no surprise).

Your best response is service to the customer. You’ve got their attention, have identified some portion of their problem, and have delivered a service or product that solved their need. Now, make sure they know you care. This sounds eminently corny and sentimental, and is the way you will find out whether you still have the customer’s attention. If they care, you have a shot at making a bad experience tolerable or a good experience great. Think of service as the peanut butter that sticks the process together. It may feel temporary but means the world to the customer when you deliver a personal solution.

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