You’re probably thinking I’m going to tell you about the latest gadget, phone or techie toy. Nope. I’m going to give you a tech tip worth more than that!
The tip of the month is to be “Enchanting”. Yes, that’s it. If you have a customer base or online community, enchanted customers means everything. It’s Rule #1 of engagement on the web. Tech Guru, Guy Kawasaki, just completed a new book called Enchantment—The Art of Changing Hearts, Minds and Actions. In it he discusses several brands and what makes them successful and influential. Influence is rooted in psychology, and online, social media has a huge
“ego-system”—it’s the “Me” in media. So focus on the following with your customers and in your online communities:
- Speak to emotion (theirs);
- Develop the pillars of enchantment, likability, trustworthy and a great cause.
- Then have a great service.
You’ll find your customers will pay a premium for better service, when you they are enchanted, even if you have a weakness, i.e. we love our iPhones and have stuck with AT&T because we’re enchanted with the iPhone.
Remember, with the democratization of information there is an equalization of influence (no longer a right, but a right of passage). You have to want to change hearts, minds and actions—one person at a time.
Here’s is a wonderful interview with Guy Kawasaki as he discusses the pillars of enchantment.
As seen in the Granville Area Chamber of Commerce Technology Column [April 2011 Issue].
© 2011, TiffanyO.. All rights reserved.