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The logic of the swing: the gap between needs, expectations and results - Part 2
KGO Management Online
In the first part we focused more on ' analysis of situations involving the phases of product realization .
Today we will conclude the argument dedicating ourselves to all aspects of client-side: the delivery of the product to 'after sales . For the last four points we rely on the sticker of the swing, which surely you have seen, to analyze together the most common mistakes that now seem to come in our daily lives.
6. What the customer receives
What the customer receives the order to delivery is roughly what had been agreed upon, but, even if the elements are all there, are not in the right place operation is not always what you expect or customer is not clear what should be done. In a sense, is the same problem that we find ourselves confronted with when you have to assemble Ikea furniture: it is not too clear what you should do and in the end always moves a few lives. The problem arises mainly because, after spending hours on a project, it is substantially unable to comply with due detachment . We take for granted some logic, that in the eyes of our consumers are not so obvious.
In the picture next to it, probably, it was decided to tie the trunk to swing just to give you an accommodation is not dangerous when not in use, but the solution may be impractical for the customer in terms of daily use .
How to get out?
The best solution would be to perform usability testing of , but this is often impossible for time and cost. To obtain good results, however, just try to make everything as simple as possible, avoid strange logic that require unnatural actions, never lose sight of practicality and constantly evaluate if there is moving away too much from the initial intentions.
7. Support available
Compounding the problem has been described above, is the fact that often the customer does not know or manage the product does not possess the technical skills to use it. Part of the problem was caused by a bad design (no, the design has very little to do with the creative talent and very intuitive to make use of things), but above all it is a lack of documentation. The user usually is left to itself without any explanation and without it he has the slightest idea of what should or could do. Some customers do not even dare to admit that they do not know how to use, others can exploit a small part, while the more adventurous, trying to contact the manufacturer for clarification, they find themselves up against a glass ceiling.
How to get out?
simply not leaving the customer after the sale: continue to provide services, assistance and, if necessary, training. In reality this is not just to ensure that customers can take advantage of what he bought, but will give you the opportunity to see how it behaves. You will receive a feedback, allowing you to improve the design correcting elements and the steps that are difficult to understand, so as not to commit the same mistakes in future.
8. For what they paid
If the customer came to us because it had a swing, there is no reason to try to sell so many extra services, which it does not need to be transformed into a swing roller coaster. Too many features will only become more cumbersome product, making its operation more complex than necessary. A good example with which you had to do, multifunction digital clocks are: do not just mark time, they also make the stopwatch, alarm clock, timer and time zone around the world. All things (which on paper seem useful but are little used in everyday life) that make the operation so complicated that in some cases it would take a degree from MIT, and even with that you are sure to succeed.
How to get out?
Returning to the earlier remarks, we must focus on real needs and cut away everything that is not strictly necessary . Do not forget that the budget was limited, it makes no sense try to give customers more than they need and make it all with poor quality materials, to keep him inside a budget gained.
9. What he needed?
The result is a satisfied customer? No!
This is because the gap between customer needs, expectations and promises made on the basis of what you get is huge in the end, and especially not what they need.
After a long preamble so I would imagine that a solution is equally complex. But no, like all truly effective solutions, it is really easy, the difficulty is to put it into practice, is Dialogue:
- within the company, for avoid mistakes that make adding delay and cost.
- with the client to get to know him and focus on all stages of product creation on him
This will make it possible to shorten the gap between the product and getting what served, and finally have a satisfied customer .
You, in your work, finding strategies to satisfy customers and avoid the logic of the swing?
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Tuesday, September 14, 2010
Hemoglobin Determination
The logic of the swing: the gap between needs, expectations and results - Part 1
KGO
Management Online
This is certainly capable of tearing a cartoon more than a smile but today I would analyze it under a different point of view, to discover why it succeeds in arousing much laughter so many people. The answer is actually quite simple: because, although it emphasizes a lot of the issues, it is a representation rather likely that, at least once, every one of us has found. The fact that the problem is so widespread is quite worrying, because it highlights how companies are unable to satisfy our customers .
Ever? For me, highlights the problems, I've come to really everyone is a supplier of services, both as a customer. I would therefore like to analyze with you situations 9 listed, to understand how these problems can be for your business, what has generated and how you can try to keep them under control.
Whether you take care marketing or the customer is looking for a service, this article may be useful, reading it you will find many opportunities to avoid the mistakes most underrated that may affect your work or assess the seriousness of a company you are about to entrust.
To deal in depth of each point and ease of reading, I have divided this article into two logical parts. The first part of this, it focuses on the analysis of situations involving stages of product realization . Then we go to watch the first five points and their swings, bad logic, it can create.
1. What the customer requires
frequently happens that a customer arrives with ideas unclear about what they want. Often he saw something similar to a competitor and what I want is something similar but enhanced. In short, has seen a swing and he wants, but his must have at least two seats more than the competition. What they are, or what it will do is a mystery that not even he managed to clear his head.
Other times the customer has everything clear in mind, but can not describe it . We find ourselves in such a situation where he believes he has effectively communicated the idea, but what you have implemented is completely different. The problem will be revealed at the end when, deliver the project convinced that giving him what he wanted and the customer is not at all satisfied.
How to get out?
The problem actually lies in the basic concept, in other words give the customer what they want. This rarely leads to a satisfied customer. should instead give him what he really needs . Obviously, not being properly selling a product different from that agreed, the first step is to start to discuss together the reasons which led it to request your services, how will you use the product and what results you wish. The whole process from design to completion until the service must be conducted in close contact. No one knows your needs as your client, but he has your experience in your field, that is why you hired!
Therefore, there is an alternative, you must leave immediately clear objectives and what our product can offer, and then proceed with meetings and training constant progress in order to avoid nasty surprises at the end.
2. What is promised
problem!
To try to persuade a customer to rely on our products often look to shine service more than they can really offer. So a simple swing becomes a comfortable armchair super equipped with accessories. Did you ever describe your product with cryptic words, deliberately hinted that something more than what is? The problem is that promise what can not be maintained, will increase the expectation and then betray . In doing so the finished product will be put in bad light, obscuring the merits that they do.
The most obvious are the dealer of used car just to sell, they invent a car that belonged to a senior " who used it only to go to market " and pretend like you the average consumption that the machine is only on the highway. Not for nothing is one of the categories of vendors where customers are trusted less, certainly not want to be like them. Therefore do not like them!
How to get out?
Ask specific questions before you start talking about your product ! The salesman first inquires as to what are the real needs of the client, process it quickly looking for the solution available, and then summarizes. It is important to believe in your product not promise more than it is capable of doing. Put hand in light of its actual features and explains what offer advantages and why they are important. Promotion focuses on what actually you and not what you think you may have.
3. The budget available
Customers often dream big, but are willing to invest a little. I realized that the main obstacle is the fear on return on investment. When then you have to do with virtual services, where the product is intangible, the insecurities increase. Often, behind a tight budget, it also hides a conviction not on the road you are going to go.
For example, many customers do not believe in selling their products online , but decided to also take this road because he has seen done to others or their nephew has "filled his head" with these ideas. They, however, I'm not at all convinced, then try to "lose" as little as possible in a case considered lost.
The problem is that you're getting into in a sort of vicious circle that will bring the poor expectations prove unfounded.
How to get out?
There is no way out, if you want to get good results, it is essential to invest the correct figure, it is important that our customers understand that. Quality has its price, it is not hard to find charlatans who offer a similar service at prices much more affordable, but the end result will be adjusted to the price. Rely on "professionals" Suddenly, in reality, he only drives up costs: you will need to spend after the Full amount to pay for remedies for a serious professional error. You might as well do immediately the right investment.
To overcome the fears of the client tries to offer him a long-term project, which starts with a small investment and aims to achieve a few goals and then grow and expand over time. The customer can then touch the results and will be encouraged to continue to invest. We must, however, be very clear about the results we can expect to get in early. In addition, planned future developments from the beginning, you will be able to organize a modular structure that allows you to expand the project every time without having to make radical changes.
4. What was designed
Another big problem, this time inside, is what it is designed. Often those involved in the design is hardly involved in planning and is found to operate in semi-autonomy.
For example, an online service you tend to give much importance to the interface design and underestimation of service that actually performs the task.
The end result is that the project meets the needs of production instead of customer needs .
How to get out?
In this case, to review the business logic. Maintaining separate processes of conception and design not adequately involving the designer in meetings with the customer, will only complicate the work of the following phases. Knock down some walls give designers all the material you need to make a work that fits the real needs . Also working in the right perspective, it is not always easy to achieve the goal: I often wonder if you're doing the right thing. The very fact that you're asking it to you means you're on the right track, even though the result will depend primarily on the experience that supports your professionalism. The key, however, is able to "give an identity " and go to a specific direction, trying to reach the final goal that you set.
5. How was it made
Looking at the picture, the situation is clear: the see-saw in the previous phase and was poorly designed and is now trying to remedy the situation, but the remedy has effects very unlikely. When the project was not well done, those who work for subsequent phases will be forced to repeatedly put hand to fit the original design and try to make it functional. Doing so, however, not only wasting a lot of time , but loses the overall view es'inizia to introduce a series of special cases which do not have other effects that result in loss of coherence to the project, possible bugs and make it difficult to introduce a future amendment.
How to get out?
This problem must be solved at the origin, to keep the project is an efficient overview. You must investing the right amount of time in planning : Starting with an idea and then change only hinted at in the race you will only waste time, even if initially you feel opposite.
With this event we conclude the fifth item on the logic of the swing, focused on the early stages of creating a product. The second and last appointment with the remaining four points, will focus on the customer relations and after sales aspects.
The second part will be published Thursday , but if you want to be sure not to lose it, do not forget to subscribe to our RSS Feed .
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Monday, September 6, 2010
Board Communication For Stroke Patient
AR Drone: The iPhone and iPad Quadricottero operated from
JuliusDesign
Today an article for lovers super-geek, because I want to present AR Drone a technology created by the company Parrot .
Click here to watch the video incorporated.
AR Drone quadricottero is a sophisticated, thanks to an integrated Wi-Fi system is operated from iPhone, iPod Touch and iPad , free download via the official application, already this in the App-Store.
not end here because this is also the integration of augmented reality through which you can engage in aerial combat with our friends.
The quadricottero will be available in Italy from September 24 , but already you can now book a product at all outlets GAMESTOP at a price of € 299 .
development of RA. Drone took more than four years and the deposit of about twenty patents.
investigating I discovered that the technology will be released to the public security restrictions, such as the ' maximum height set at 25 instead of 3 meters available and the maximum speed of 20km / h .
the product to the public include:
- A quadricottero composed of carbon fibers and high strength plastic PA66.
- Four brushless motors incorporated.
- One unit with inertial MEMS, combining the software processes video with an autopilot to Ensure a very intuitive remote-controlled veivolo
- Wi-Fi and video streaming interface for advanced play.
- Software for image processing in augmented reality
AR.Drone Flight Demo
Click here to view the embedded video.
AR Drone Fight
Click here to view the embedded video.
AR.Drone iPhone Setup
Click here to view the embedded video.
AR Drone iPad Setup
Click here to view the embedded video.
AR.Drone Live Video
Click here to view the embedded video.
Parrot is a leading global provider of wireless peripherals for mobile phones, advanced and innovative company founded in 1994 by Henri Seydoux.
Lately they have been exceeded more than 20,000 members page Facebook Official .
Take a look at the official page Twitter and YouTube to follow all product updates. Sent
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Thursday, September 2, 2010
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Velocity Chome compared to the flat-spotted a potato, the speed of sound and lightning
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Wednesday, September 1, 2010
Gay Friendly Sandals Resorts
A penalty cost Google $ 4 million
TagliaBlog
This is the story of Ryan Abood, which departs from the traditional flower shop of the family - and after a year and a half of hard work - managed to create GourmetGiftBaskets.com , the third largest site of its niche and source of 80% of the sales of his company.
But one day Ryan woke up and discovered that Google had banned, and that he could be the end.
The November 11, 2008 I woke up at 6 and I did a Google search on my phone, as I do every morning. We are usually the first or second place for the main keywords of my field. But that day we were not anywhere. I opened my notebook, and we were not even in the first 1,000 results. What happened just before the best time for us when we usually do 40-60% of our turnover. E 'was really, really devastating.
We were not sure what had happened. From time to time, Google is a site disappear from its index - only algorithmically, forget about it for a few days. Some told me "You have suffered a temporary exclusion, or you've been penalized."
called the two companies that worked for my site's ranking. In the past, I myself was busy search engine optimization, but then we grew up, so I entrusted to outside firms for SEO. One of them admitted that he had bought for me link, and Google does not allow this practice.
Google has a form called "request for re-inclusion." Do not call it the "confessional" of Google. On the form I wrote: "These are the links that we bought, these are the ones that we have not bought. We know that we have violated your trust and we are taking steps to resolve it ".
At that time spent a lot of money on pay-per-click. Google will penalize the organic results, but allows you to buy ads. Meanwhile, cut inventories and maintained a lean and efficient corporate structure: the end cost us $ 2 million in sales in that winter, and another couple of million in 2009.
Before the penalty, we had a presence in social media at zero. There ponevamo towards social saying "it would be nice to have the time to do" . Today, as the link does not buy most of our business strategy, blogging about anything. We have more than 3,200 fans on Facebook. We use Twitter every day.
In March, we also got a manager specializing in "comparison shopping", a social media manager and a member marketing manager, and we also have someone who monitors our portfolio links. If someone interprets, erroneously, that a link has been bought, he takes away. We do not want trouble.
Until Google came Caffeine I do not know what position in the SERP occupied after having suffered the penalty. Caffeine was our "final loss" Now the site is back to the top of search engine.
Without the penalty from Google, we would not be anywhere near where we are now. You have two choices: you can hood and die, or you can grow by overcoming the obstacles.
Freely translated from "How Google Cost Me $ 4 Million .
Copyright © TagliaBlog : you can republish the contents of this post only partially and only by entering a link to the original post.
Related Post:
- SEOmoz explains the penalties of Google
- "Did you mean" Google penalizes ... maybe?
- The 4 Penalties Google
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