10 new rules for the customer experience

Target Magazine recently published an instructive article about customer-centricity.  That is, the new paradigm in which the customers, not the product or brand, is the focus.  The article, authored by Darcy Bevelacqua and Michele Fitzpatrick (both are associated with Harte-Hanks, a world-wide direct and targeted marketing company), put forth ten rules that indicate what today’s customers demand from retailers.  

As a local retailer of insurance services, how does your agency stack up with these rules?  Here are the rules.  If you would like a copy of the complete article, including comments on each rule and a couple of specific ideas on ways to comply with each rule, send me an e-mail. 

Rule #1:   I want it my way. 

Rule #2:   I want the same service regardless of the channel, i.e. at the agency, on the phone, online, etc. Rule

#3:   Know me. 

Rule #4:   Communicate relevant information. 

Rule #5:   Listen to me. 

Rule #6:   Make it easy for me to do business with you. 

Rule #7:   Surprise and delight me. Rule

#8:   Innovate and change. Rule

#9:   Be reliable. 

Rule #10: Stand for something other than making money.