User Strategy - Customer Value, Business Profit™

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Good Examples Google.com Looks pretty simple for a company worth US$50Bn doesn’t it? The key to Google’s success is just as simple, it believes in the principle of customer value exchange. The Google search engine delivers what the key stakeholders are looking for: • Customers – Make it easy to use and find me what I want quickly, don’t put obstacles in my way. • Businesses – Get me too my customers at the right time, when they are looking for my services/products. • Google – Provide value as an intermediary and drive recurring revenue based on performance. Nokia.com Nokia changed the face of mobile phones forever when they entered the fray. They started with a simple premise, if we make our phones easy to use, people will like to use them and we’ll sell more. It worked… Nokia is, by a considerable margin, the best selling manufacturer of mobile phone handsets in the world. Not only are their phones easy to use, but they look great – perhaps the first electronic fashion accessory (iPod was second). Their competitors, who don’t understand how customers use phones, are still trying to work out what Nokia’s secret for success is. Amazon.com When was the last time you walked into your local bookstore and a store attendant jumped out and said “Hey, you! Welcome back…”, or perhaps a courteous store attendant bought over a book and said “If you liked that book you bought here last week, I think you’d love this new title…”. It doesn’t happen in the real world, but in the biggest book store on earth, Amazon continues to offer unique, differentiated value to their customers such as these techniques. Not only are they profitable and growing, but they deliver – literally.

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