Last week in my post regarding Social CRM growing pains, I issued a challenge to all readers to stump me on my ability to create a fitting analogy from any film to Social Business. Well, Lindsay Bell was the only person to take me up on the challenge and she put forth a challenge based on the 1975 film The Story of O.
First things first, if you are unfamiliar with the premise of The Story of O, feel free to click the link above and read the description from wikipedia; if you don’t want to do that, just imagine 50 Shades of Grey, except French and terrible.
Rest assured that this post will not be about sado-masochism or anything like that in any traditional sense of the term. Although, if that’s what you were hoping for, I’m sure you can find something else on the Internet that speaks to that kind of thing.
Hurts So Good
How many processes does your business have set up that are torture for your customers? Do you have an aggravating automated phone tree that makes it almost impossible to talk to a human being? What about a warehouse process that constantly cause deliveries to be days (or weeks) late?
You may scoff at my examples, but I have worked at or with companies that had those very issues and when I approached them about it, the response I got was, “Oh, yeah. We know about that, but it would cost too much to change/fix that so they’ll just have to deal with it.”
Speaking from the other side of things, it’s like torture dealing with a company’s bad practices and being expected to “deal with it” just because I like/use/need that brand’s products/services. Eventually, the pain gets too much and we start looking for other suitors.
It Takes Two
Customer/company relationships can be intense, long-lasting things (sometimes lasting even longer than marriages, which is a whole other post), but just like in any marriage or committed relationship, both sides must contribute joys and pains. The problem that exists for most customers is that it feels like the company is never taking it’s share of the licks. Very rarely does our Sir Stephen declare his love for our O as we make our own marks.
How much do you really care about your customers and making their lives easier?
The great thing about Social Business practices and technologies like Social CRM is that it shows your customers that you’re willing to open yourself up and take the hits that are coming your way, that you can be a true partner in the relationship and that you appreciate them enough to show vulnerability in the process. It also lets your customers open up more to you as well, meaning you can learn more and have the chance to make more money in the long run, which is also pretty cool considering we’re in business to make money in the first place anyway.
Are you ready to tell your customers that story? Ready to get branded for your customers as well as promote your own brand? Contact us - we can help with that.
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