How to Achieve Consumer Satisfaction?
TEDx posted this entertaining and interesting talk from Rory Sutherland explaining why perspective is so important and how reframing is key to happiness.
Rory gives some great insight into how brands and marketers can refine their message for consumer satisfaction.
Sutherland argues that consumer satisfaction is greater when individuals feel they have more control over their lives.
Two interesting points are highlighted
In Korea red lights have a countdown function which has proven to reduce accident rates. This applies neatly to customer service; for example by communicating waiting times in a restaurant or the reasons behind a malfunction of a product, consumer frustration is less.
- Offer product extensions.
Google’s main product is the search engine and keeping this service simple is key. The extra services they make available for visitors add to the experience, making the Google experience more complete. Though not without confusing the visitor.
Lauren Overton
Consumer Analyst
This a great post – thanks for publishing it. On a side note does anyone know about the Bankers life and casualty company . I heard they have good products for life insurance & annuities and they have local agents who help in retirement planning. Any feedback about them is greatly appreciated.
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