I found this video of Aerosmith’s recent visit to Lima, Peru. It shows Steven Tyler, the legendary vocalist of the band, upon his arrival to the hotel as he pauses to snap pictures of the hundred or so fans that had congregated outside the hotel to welcome them.
This small gesture may seem trivial but it really is not. Do you really think that Tyler, a veteran rock star who has performed for millions of people around the globe was so impressed by the handful of screaming fans that he felt compelled to produce his camera and start taking pictures?
Of course not. So, why did he do it? To make his fans feel special…
By holding that camera in his hand and pointing the lens to the fans what he is really saying is: you are the rock stars, I respect you and I thank you for your support. This kind of gesture explains why Steven and his bandmates are still hot after more than 40 years in the music business, while many others have disappeared after 15 minutes of fame.
Steven Tyler, at 62 and a multi-millionaire, could most certainly slow down or even retire, but he and his band are still out there, playing their hearts out in every concert and giving their fans more than they ask for, every time.
Passion for what you do and respect for your customers: are you delivering that? Are you treating your customers like rock stars?
It really is all about the customer. If you’re not making your customer happy, you can be sure that they won’t be your customer for too long, and they certainly won’t refer any business to you.
Whether it’s constantly improving your product, or having a good team of account managers, it’s all about the customer. I actually read an article recently about how a Zappos.com website understated a price and lost a ton of money. Zappos CEO Tony Hseih honored the pricing, took the loss, but kept the customers happy.
Steven Tyler taking pictures of his fans in Peru reminds me of a successful marketing technique we have used to highlight our customers. We feature them in a client spotlight on our web site. This allows us to interview, provide a little publicity for and get to know our customers.
Just goes to show you if you treat customers right they will come back for more
Great reminder…customers….they keep us in business. Why not let them know it?
Check this post out, http://www.tripleclickint.com/boomerang-marketing , it talks about a pretty good way to retain customers using behavioral advertising