How do you determine whether what you’re convinced is a great product or service…is really a great product or service? Beyond your opinion, I mean. What are the earmarks of something that is really great?
I’m reading Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force by Ben McConnell and Jackie Huba. It’s not new, it came out in 2003, but I’m finding lots of good stuff in it. For example, here are the aspects that make a great product or service based on what the authors call the SEAMS model:
- First, a great product Satisfies a customer need.
- It’s Easy to use.
- It’s a Good value.
- It Makes the customer’s life better.
- And it Solves a customer problem.
When you think about what you’re doing, does it meet the SEAMS test? Combining this idea with a discussion about Who I Your Primary Customer can lead to some new insights about the way you’re doing what you’re doing.
By the way, McConnell and Huba have a great blog called Church of the Customer, a constant source of good material.