(...)
Read the rest of A letter from Mr Al Fayed. It’s how you say it that counts…. (475 words)

© Roger for Velocity Partners, 2007. | Permalink | One comment | Add to del.icio.us
Post tags: Customer Service, Marketing

Feed enhanced by Better Feed from Ozh

A great example of a whole product: the hardware, operating system, bundled applications (about 30), utilities, web & phone support, set-up wizards, web-based services (called .mac) all pre-installed, integrated and ready for action.

The battery was even fully charged when it arrived. Apple are masters of the ‘unveiling dance’. They understand that people get excited about buying new kit and they don’t want to squander that enthusiasm with hours of frustration. Instead, they turn it into brand evangelism (as exhibited in literally millions of blog posts like this one).

Too many B2B tech products forget about the whole product and just flog the base technology underneath it all. Often, the whole product is there, ready to be marketed, but it’s ignored.

Buyers don’t just want functionality, they want reassurance that it’s going to work.

With it’s tiny market share, Apple has been forced to create the critical parts of the Mac ecosystem itself. This is a massive burden, but turns into an advantage when it comes to delivering whole, integrated products.

Any tech marketer can steal a page from this book. And a bit of the showmanship and flair wouldn’t hurt either (how’s your unveiling dance?).

© Doug Kessler for Velocity Partners, 2007. | Permalink | No comment | Add to del.icio.us
Post tags: Branding, Customer Service, Marketing

Feed enhanced by Better Feed from Ozh