One Size No Longer Fits All

06/23/2005

To every bird, its own nest seems fair.
French Proverb

In Trend Smart: The 21 Trends That Will Change the Way You Do Business (Naperville, IL: Sourcebooks, Inc., 2003), author Louis Patler examines trends that are impacting leaders, consumers, and employees. For example, in looking at consumer trends he offers these tips:

* For successful customer service today, keep in mind that "one size fits one only": the customer you are serving right now. Mass customization means you need to treat each customer individually.

* Turn your consumers into "prosumers," proactive buyers who have a choice of what product or service to buy, and they'll choose yours because you've given them the options and the features they truly want.

* Get to know the specific needs of your customers -- and then develop products and services that meet those needs.

* Go above and beyond the call of duty. If you've made a mistake and delivered poor customer service, apologize and make up for it. Your customers will love you and will continue to be good customers.

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