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Aug23

Written by:Site Admin
8/23/2010 6:14 PM 

 

csdp, customer service delivery platform, service relationship management, SRM, product experience, customer service, service management

 

Being of the younger generation (I just graduated from college in '09), I am very much engulfed with the advent of new technology. My peers were among the first to buy CD players back in elementary school, and then were the first to buy ipods/iphones/ipads when they came out. And there were several malfunctions of these Apple products upon their release. Each version seems to have several problems before they work out the kinks, and it doesn’t matter to us—we just need to get our hands on it—be the firsts to have that. That’s the thing with my generation—everyone’s looking for the newest technology.

These new products are small, sleek, and very appealing to us. In comparison to other similar products, I've even heard them classified as "sexy." We don't care that they may not be the most reliable products out there. I can't even count on two hands how many people I know that have had their ipod/iphone just stop working. This is not only inconvenient because of the appointment you must make with the store and the fact that you have to actually go in, but it's also sometimes devastating, since there is so much information stored on phones and ipods these days.

However, the novelty and the brand name are the things that keep us hooked and coming back for more. We don’t care that we have to wait in line to speak to an Apple employee, or that we have to wait to get our new Apple product. We would definitely allow another company to do this to us (make us wait, not deliver, give us faulty products, etc.) if we were in love with the Brand and the product. It’s the same sort of thing with cars and clothing—owning a flashy car or expensive clothing makes us feel good about ourselves. We feel like we’re in the spotlight because we have something that not everyone else has. Nowadays, it seems like everyone has some sort of Apple product, but having the newest version is what everyone is striving for, because they’re smaller, faster, better, prettier, more expensive.

The stronger your brand, the more loyal your followers. They'll be willing to make some sacrifices to get your latest product.

 
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View a recording of our archived webinar with TSIA: Take Your Service Operation from OK to Very Good: Best Practices in Business Process Mapping.

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