There are three big brands that get a disproportionate share of many people’s disposable income, not just because of the products and services they provide, but Special leads also because of the way they go about talking to customers. Amazon, Nespresso, and Netflix do one thing right above all else – they create an experience that can leave people feeling satisfied and Special leads happy. And an important part of that experience is created by what they say and when they say it because they say the right things at the right time. Good and Bad Examples
Nespresso knows when to remind you to buy more capsules and Special leads how to remind you so that it doesn’t become a nag. Netflix gets its recommendations right, and as a result, scores of people have discovered dozens of new films and series they otherwise would never have seen. Amazon does a good job with its promotions, suggesting things people might actually Special leads want to buy. It feels as if they’re all listening, taking Special leads notice of what people like and trying to give them what they want.
Contrast that with the experience I had when I recently bought a Special leads fridge, from an online-only appliances retailer. The buying experience was perfect, the product was spot on and I was very pleased with it all. Until I started getting emails from them promoting fridges. Endless Special leads emails trying to sell me a fridge. Having just bought a fridge, I didn’t need another one and I was somewhat surprised that they hadn’t worked this out. I haven’t bought anything else from them.