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Thoughts on Customer Perception

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I just watched a commentary about GM’s exit from bankruptcy, and the struggles it will face moving forward. Specifically, that in recent customer approval ratings upon ranking issues they had with their new car purchase, the statistical difference between a Chevy product, and a Toyota product, were insignificant. Yet, the public perception of quality between these two brand is huge!

How many times have we made a choice between two brands based on our perceptions, rather than reality? And, later on, either found out we made the wrong choice, or that had we made the “other” choice, the result would have been the same?

I think about what we see & hear in the media. How that shapes our perceptions. How what our friends and family say about an experience shapes our purchasing decisions. And, from a brand management perspective, how can we re-shape and re-manage those perceptions in a social-media controlled environment.

It used to be quite simple. Do a big ad-spend over a significant amount of time, get some good PR around your product – and everything would improve. No longer. One bad experience means thousands of instant Twitter posts, Facebook status updates, and instant market share loss. What’s the solution?

Simple. Never let your guard down. Whatever you do when you interface with the customer – do more. Do it better. Your product needs to provide a better experience than it does now – and you need to keep improving it. And, ask your customers what they think! Don’t ever assume – anything. Research, learn, implemient. Rinse & repeat.

Now…the bigger question – will your accounting department and your shareholders understand this concept?

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