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blog: Aggregated: How to create a raving fan

07/22/2008     Post By: Andrew Kamphuis

Is having a great product enough? I don't think it is. I know lots of companies with great products, but they have a mediocre delivery, or the overall experience isn't quite there.

We have 3 new iPhones in the office this week which has prompted some thinking about Apple and and the raving iPhone fans. 

What creates a raving fan?

  1. Obviously you have to have a great product. If the iPhone was a crappy phone, it would just be a glorified MP3 player.
  2. You have to create a great experience. The iPhone broke the mould when it came to user experience. Sure it's missing some key features, but they user experience is so incredible that it made up for the missing features.
  3. You have to deliver well. I was admiring Apple's packaging tonite, and how they didn't cut any corners. Recently I've seen some pretty interesting packaging when ordering online and I product packaging definately assists in a creating fans. 

I think everyone knows the Apple story. Steve Jobs is passionate about creating a great product. It shows in almost everything they do. Too often companies execute well in a few areas, and then settle for mediocrity in the little things like user experience, packaging, delivery, etc.  It's this mediocrity that keeps customers just customers  rather than a raving fan.

Looking inwards tonite at K1 and when it comes to our own customers, how can we create raving fans? We have a great product (which I'm very passionate about). However I'm not sure if we are always delivering the greatest experiences, or if we are settling for mediocrity on the little things. Do we need to improve our sales, our training, our marketing material? Where are all the touch points, and how do we ensure first class experiences? How can we communicate our passion more with our customers? We don't want to deliver a mediocre experience... we want to develop raving fans. We also want the same for you.

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