Perception - Yours Vs. Your Customers
The other night a friend came to dinner and as she was looking around, she wailed, “I just love your house. I hate mine!”
Now, my friend has an absolutely gorgeous custom home with top-of-the-line everything. When I go to her house, I find myself thinking - you guessed it - I hate my house.
Of course, both of us actually love our homes - our wailing is a matter of mood and perception. We humans see everything through our own personal prisms (experiences, preferences, prejudices, moods, hormonal fluctuations). That means everything - life, business, religion, politics…someone’s choice of socks…
So, you think you know the best (or worst) about your company/product/service…when your customers may well have the completely opposite perception…and that perception varies depending on their personal prisms that minute, day, week.
In marketing, perception is reality. Changing perception takes far more than throwing out a lot of marketing speak and data. Don’t believe me? Read up on political campaigns.
Please leave your thoughts on this! It may take a bit for your view to show up since I hate making people type in little letters (I can’t read most of them myself) - so I moderate all comments. Feel free to disagree - debate is healthy, but do act like a grown-up. I’ve blacklisted the worst obscenities, including the “f” word, as part of the troll wall.
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Tags: customer loyalty, customer perception customer satisfaction, customer servicemarketing troubleshooting
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