One of the biggest changes to go along with technological advancement is a paradigm shift towards value creation. 50 years ago, the single goal of most companies was to sell as much as possible, of whatever it makes. The customer relationship started with a sale and ended with the sale.
Marketing became a very refined and effective tool for jamming as much crap down customers throats as possible. Magazines, television commercials, billboards and even movies became incredibly powerful tools for selling anything. And, once the sale was made, nobody cared about whether the customer was happy or not, or even if they could be sold to again!
Then one day, a very smart marketer started using the money back guarantee. This was the start of real value creation for the customer. If you’re not totally satisfied, as they say on the TV commercial, send it back and we’ll give you a full refund! This meant that the selling company was taking responsibility for your satisfaction, and if you’re not satisfied, you don’t have to keep the product.
This is a very powerful idea because it removes the risk for the consumer. The interesting thing is that the Internet has made this guarantee of value creation the standard. From Amazon’s quick and easy return process, to websites and software that you “try before you buy.” As technology improves, the guaranteed satisfaction to the consumer improves as well. How wonderful!
So here’s my question for you: as technology improves, more people buy everything on the Internet, and value creation increases, how will that affect the buying process? Where can we possibly go from “satisfaction guaranteed?”
Accelerating Technology, Business Strategy
Accelerating Technology, billboards, commercials, marketing, sales, satisfaction guarantee, television, value creation