Bell on customer needs

Excerpts from Customer Love: Attracting and Keeping Customers for Life
Chip Bell

• Make me smarter.
• Help me do it myself.
• Make the response fast … but don't sacrifice quality—quick and rushed aren't the same.
• Help me customize the experience like I want it.
• Anchor your offering to a cause I like and believe in. Good works sell.
• Entertain me. Make the experience bright, shiny and memorable.
• Don't invade my privacy; never let me worry about whether you know too much about me.
• Respect my time by making your offer super easy to deal with.
• Anticipate my needs.
• Treat me with respect when things go wrong … not some cheap, generic atonement that is unmatched to the incident.
• Never take me for granted. I will drop you in a heartbeat.
• My time is as important as my funds … maybe more.
• Help me integrate … link stuff together to increase the efficiency of my life.
• Life is complex: Make service simple.
• Life is harried: Make service calm.
• Life can be shallow: Make service have resonance and depth.
• Life can be painful: Make service joyful.
• Life is too fast: Help me keep up.
• Life can be lonely: Make service a value connection.