HungryPeople would like to share a thought on the “RIGHT” way we should treat our customers.
Ken Auletta in his article in Fortune magazine entitled “10 things Google has taught us,” shared an important insight into how Google treats its customers which led to its dominant position in online search.
Treat customers like a king
An important reason Google is usually listed among the world's most trusted brands is that it conveys a sense that the user comes first. Advertising may produce 97% of Google's revenues, but to a user it doesn't feel that way. Google services are free, and they're user friendly, just as an iPod is.
The lessons Larry Page took away from reading Donald A. Norman's The Design of Everyday Things while a graduate student at Stanford, helped shape Google's approach to its customers. Or as Page said, "Having an attitude that your customer or users are always right, and your goal is to build systems that work for them in a natural way, is a good attitude to have."
To understand how Google earned the trust of its users, go back to its 2004 IPO. Again and again it referred to the users as sacrosanct: "We believe that our user focus is the foundation of our success to date. We also believe that this focus is critical for the creation of long-term value. We do not intend to compromise our user focus for short-term economic gain."
By focusing on the user, Page and Brin provided an organizing principle for Google employees that echoed Sam Walton's adage:
"'If you don't listen to your customers, someone else will.'"
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