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Zappos and the Unexpected Pizza Delivery! - customer obsession at its best.

  Zappos and the Unexpected Pizza Delivery Zappos, the online shoe retailer, is well known for its customer-obsessed culture, but one story stands out as the perfect example of going above and beyond. A woman visiting Las Vegas with friends stayed at a hotel but was unable to order a late-night pizza after the hotel's room service had closed. As a joke, one of her friends suggested she call Zappos, knowing how famous they were for their customer service, even though Zappos obviously didn't sell pizza. She called Zappos, explained her situation, and instead of brushing her off or apologizing, the Zappos customer service agent took the time to find nearby pizza places that were open late, then placed an order on her behalf. This story spread far and wide, exemplifying how Zappos didn’t just aim to fulfill shoe orders; their customer service team was genuinely focused on solving whatever problem the customer had, regardless of what it was. It showed that Zappos' customer obses
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What is Customer Obsession ?

Customer Obsession is a business philosophy and strategy where the company places the needs, desires, and satisfaction of customers at the absolute core of its decision-making processes. Rather than merely focusing on customer satisfaction or service, customer-obsessed organizations consistently go above and beyond to understand and anticipate their customers' needs, ensuring that every aspect of the business is aligned to deliver exceptional customer experiences. Key Elements of Customer Obsession: Deep Customer Understanding : Customer-obsessed companies prioritize gaining a deep understanding of their customers’ preferences, pain points, and behaviors. This insight often comes from continuous data collection, feedback loops, and engagement with customers to ensure products and services evolve with customer needs. Customer-Centric Decision Making : In a customer-obsessed organization, all decisions—whether related to product development, marketing, or operations—are driven by ho

मार्केटिंग केव्हा थांबतं आणि सेल्स केव्हा सुरु होतो ?

आपल्या कडे मार्केटिंग आणि सेल्स अशा दोन वेगळ्या टीम शक्यतो नसतात किंबहुना  मार्केटिंग ,सेल्स अँड पोस्ट सेल्स सर्व प्रक्रिया एकच टीम आणि व्यक्ती करत असते .  अशा वेळी काय करायचं ते पाहूया .  प्रॉपर्टी /फ्लॅट विक्री मध्ये मार्केटिंग म्हणजे काय? १. रीच  - म्हणजे जास्तीजास्त टार्गेट ऑडियन्स पर्यंत पोहचणे  २. कन्टेन्ट - म्हणजे आपण त्यांना आपल्या प्रोजेक्ट आणि प्रॉडक्ट बद्दल काय सांगतोय ती माहिती.  ३. ह्यॅमररिंग - म्हणजे त्या रिच ला आपण हा कन्टेन्ट किती वेळा सांगतोय  ४. एन्कवायरी - म्हणजे संभाव्य गिरायिका कडून विचारपूस व तुमच्या कडे फ्लॅट घेण्याची इच्छा दर्शविणे.  शक्यतो , ह्या टप्यातला पहिला भाग  हा मार्केटिंग असतो व उर्वरित सेल्स  म्हणजे जेव्हा तुम्हाला लक्षात येतं  कि ह्या एन्कवायरीला  आता हे पटलं  आहे कि तुमच्या कडे फ्लॅट घ्याला हरकत नाही आणि त्यांना जसा हवा तास फ्लॅट तुमच्या कडे उपलब्ध आहे आणि तो घेण्यासाठीची आर्थिक बाजू सुद्धा जमेची आहे, त्या क्षणी मार्केटिंग थांबतं  किव्हा थांबवावं  आणि सेल्स सुरु होतो.  मग सेल्स मध्ये नेमकं  काय काय करावं  लागतं   आणि त्याचे स्टेजेस काय ? १. एक्स्प

Pareto’s Law and Real Estate Marketing

Pareto’s Law and Real Estate Marketing An Italian Economist Vilfredo Pareto in 19th Century had written an mathematical model for income distribution in Italy that stated that 80% of the land owned by 20% of people. Wealth was not evenly distributed. Joseph Juran in late 1930’s helped General motor to solve some issues pertaining to productivity in manufacturing but landed finding a solution for decoding the “Code” and “Encoding “ as well - cutting he long story short he found in this process that all the tasks and efforts don't affect the outcome equally and in fact very few tasks and efforts are responsible for the majority of the solution or result that is expected. This applies to everything - he concluded later on when he studied and applied, Pareto rule. He called this research   manuscript as “ Pareto’s principle of unequal distribution” You will see there is a huge significance in this principle, from biology to astronomy.   And from banking to marketing. 80% of your result

What Channel Partners are doing that we can't ?

Channel partner is not a new phenomenon, some call them brokers or agents, while others as sales partners or channel partners. Here channel partner essentially means an organization that facilities real estate developer to sell real estate and gets a percentage share in exchange, a brokerage. Channel partner term is relatively new and has hit the high with advent of internet property listing portals. Initially it was believed that the property listing portals would cannibalize the real estate broking business and initially they did try to do it but due to few known and other unknown reasons, it did not continue that path of removing the middle man between Builder Developer and the Buyer. Reasons for this are partly because real estate companies were not concerned if they had to pay a brokerage or not (generally) also from portals point of view the cost of customer acquisition sky rocketed in last five years as rates or google ads, facebook ads and search results costed more and more, m

Nugget 5 #cost #ROI

#Influencer #branding #realestate Nugget   5 #cost #ROI Most frequently asked question now is  "Whats the cost and ROI?" In all this influencer branding and marketing that you are "nuggeting" about? Thank god atleast they reached the question.  The first essential part we have  to define is what we are looking for (i know it's ultimately the bookings)   Is it 1. Web traffic  2. Branding 3. Participation in a particular contest/offer 4. Lead 5....... 6..... So on The key here is,we have the freedom and power to define what we exactly want and where we want to take it to. It can be an objective that you want a 50000 twitter follower where you build your influence and create a strong network to propagate your brand. It can be an objective that your project fb /youtube page is visited by thousands to upload their video that will be showcased by your company and have an award of some sort. And  So on The straight answer to it  "Cost and ROI will be completely de

Nugget 4 #Sports #endorsements

#Influencer #branding #realestate Nugget   4 #Sports #endorsements It’s interesting find, that many of the sports persons locally, nationally and internationally have more quality fan following than TV stars and celebrities. Your local wrestler, shooting champion, Swimmer, Footballer etc has followers over Instagram and Facebook in lakhs( if she or he has represented nationally or internationally). Their followers are genuine and all ears to what they say and, what I see is, a golden opportunity for us. I think you got what mean to say. But please don’t, don’t, don’t use them to advertise, use them to engage and connect with your brand or project. Be creative Be bold. Tip – Always think in terms of traffic on your website. Advit