I wanted to get some opinions on a topic that I’ve been thinking about lately. What do you look for in a company that you associate with or give your business to? As I continue to make progress with my endeavor, I felt as though this is something I should inquire about directly from other consumers so I can know what to focus on and also share a few recent experiences I’ve had with a few different companies to help drive my points across.
We’re part of a world where everything is web-based and the first look at a website could mean the difference between scrolls & page clicks, or a click of the X on the tab. Does the look of the site still factor into the decision of if you will do business a company or not? Especially when more and more companies such as SquareSpace and Strikingly make it so much easier to have a competitive look and compete with others.
How about those established companies that already have an image. Would you continue to give your business to a company with a negative image but appears to be the best choice? I will give you a perfect example, Wal-Mart. I’ve made the decision to not shop at Wal-Mart for numerous reasons, such as
- Employees can’t be bothered to do their jobs (Wanted a movie, they acted as if it was too much work to get it from the back)
- Warranty is not worth what they charge (Tried to get my computer repaired, they tell me I can’t have it sent in to have it serviced.)
- Most recently, the news regarding the use of California’s water supply to fill their Great Value water bottles, while they are currently in a drought. http://www.yourcentralvalley.com/story/d/story/wal-marts-great-value-water-is-bottled-in-calif/27844/aX2McHsm5UCNTfOiM4qGwA
- Wages/Benefits to employees (not going in-depth with this one)
- Laying off employees to fix “plumbing issues” and having their employees re-apply for their jobs (Check out video in the link). http://www.wfla.com/story/29008542/walmart-sticking-to-plumbing-problem-excuse-for-brandon-superstore-shutdown-so-where-are-the-plumbers
I can keep going. But what I’m trying to understand is do we align ourselves with companies because they present a good image and a good product? Or are we more focused on how much money we save and how much convenience is packed into one place?
Don’t you just love it when you have a question or need help from a company and you’re able to get a direct answer from them? Especially now when you may not have to call, enter in numbers to be serviced in a particular department, listen to boring ass elevator music for 5-15 minutes and finally have someone available, not knowing what type of experience you’re gonna get, or even if you could get any help? Now you can get fast, direct service through the companies site with a click, or even try out Twitter.
Some Companies now have dedicated customer service lines on Social Media to address the concerns of their customers. I’ve personally connected with AMC Theaters on Twitter recently because there were no RealD 3D tickets for Mad Max: Fury Road at the theater I wanted to go to. They kept in touch with me and fixed the problem in a matter of days (sidenote: the movie was amazing!). Everything went smoothly. On the other hand, there is the example below, where there’s going to be an advanced screening for the new Pixar movie Inside Out, where I could also get some cool collectibles. I asked another movie company if their theater near me would be one of the select locations showing the screening.
There was no response from them at all! And it’s not like I’m dealing with a company that gets 1,000’s of comments in a post, or even 100’s, or even DOZENS! I AM LITERALLY THE ONLY COMMENT ON THEIR POST! And YET, They can afterwards post that Magic Mike XXL tickets are now available! Enter to win a Jurassic World Prize Pack! Fill out a survey for a chance to go on a cruise! Even as I’m writing this, the post looks exactly the same as it does in the screenshot above.
My Point: How highly do we hold companies accountable for fixing our problems and answering our questions? I’m just trying to gauge if interaction between companies and customers are as effective as we would like them to be.
For this, I’m only talking about mass-produced products where any store or medium between manufacturers/customers can sell them. How do we pick which medium gets our product when literally dozens upon dozens of stores hold the same item? We usually tend to go towards the stores that provide us with an added benefit for purchasing with them, like
- Rewards Programs
- Price Matching
- More Selections
- Customization Options
- And as stated before, positive company image and customer service
Example, I’m a movie fan, and highly appreciate the theater experience. I will go to AMC Theaters because they hold movies in their theaters longer than any other theater company around me, great rewards program, they have the IMAX experience, which makes movies like Avengers: Age of Ultron and the upcoming Jurassic World that much more entertaining, and going there always feels like an event to me, no matter how many times I go.
On the other hand, There is Movie Tavern from the tweet above, where the theater is much smaller, but the tickets are cheaper, and I have the convenience of having my food brought to me at my seat, where there’s a table in front of me to put my stuff on, I don’t have to miss a thing.
What makes the difference for you is my main question. What factors are key when you align yourself and your money with a company? I would appreciate as many comments as possible on this subject and please feel free to get as detailed as possible and share this post with others. Are there any other points that I may have not covered in this post? I’d love to hear what you have to say! and also don’t forget to subscribe to The Wingfield Blog!
Thank You for Listening,