Strategy Mag recently published fascinating stats from research firm Fresh Intelligence. One that caught my eye:
Consumers think brands should be better at:
Saving time 46%
Product innovation: 44%
Seamless and transparent communication with consumers: 27%
Making buying easier - apps/sites that help make informed decisions and online ordering: 24%
I got a lovely example from Porter Airlines this week that created genuine surprise and delight, and saved me a step in the process. They notified me by e-mail that I am checked in for the flight, and they attached my boarding pass.
One whole step removed!
Can you remove some steps from your customers' lives that add them no value? Or are even irritating?
