"Customers expect your attention to be on them"

Um excelente texto que recomendo para reflexão, sobretudo para os adeptos de Dick Dastardly, "The New Retail: Sell to Me in a Me2B World":

"Jeff Bezos said, “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we´ll turn out all right.”
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Many retailers today seem to do exactly this and try to compete with Amazon.com. It's not rare that I have conversations with retailers about implementing strategies to compete with, or even leapfrog, Amazon. I usually provocatively ask the question, “which part of Amazon would you aim to overtake?”
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Focusing on competing with Amazon isn't a winning strategy. Retailers, instead, need to laser-focus on their customers and not primarily on the competition.
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Consumers say, “Treat me like a person, not as a sales opportunity. Don´t just sell products. Sell to me!” [Moi ici: Pensar nos inputs do cliente e não nos outputs]
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Consumers are willing to pay more for positive experiences. Making individual consumers happy will be the ultimate driver for loyalty and differentiation. However, companies must first be able to see their own business through the eyes of the customer,
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How you sell what you sell is important! Customers expect your attention to be on them, not your competitors. It's all about more empathy, more fun and less friction, which results in happy customers for life."