Good Company Notes (02 — Song In-hyeok)
Networks matter.
: book — The Connected Company.
You are selling a service.
: Product → service.
Why didn’t we know they were good companies?
: Passive perception of media and brand.
: As we move into a dialog era, perception becomes more active.
If there are 23 people in a room, what’s the probability that two share a birthday?
: 10% vs over 50%.
: 10 — because you thought of it centered on yourself.
: 50 — the number of comparisons increases!
: The era of serendipity!
: The connection itself becomes more important than the content of the conversation.
: Product-centric → service (person, self, user)-centric.
: The era of the public.
: Customer vs user.
: Not a manufactured image (brand),
but people grouping themselves by their actual tastes.
theory-X (negative) vs theory-Y (positive)
: People who want to live as they really are.
: Who want to do meaningful, passionate, valuable work.
- “Just do the work you’re given — hard” ?
- Efficient for the company,
but an uncomfortable experience for the customer.
(A call center is a blockade, not a contact point with the customer. Apps too…)
>> Hospital — “We think of our customers as family.
That’s just as true of our staff.”
: The daily-wage worker is the service.
: Company problems are opened up.
>> Zappos
- Online shoes: pleasant delivery, call center.
: Returns — husband died — flowers at the funeral.
: Jjajangmyeon — a recommendation.
: Book — “Delivering Happiness.”
: When visitors come, they greet them and do a trending dance with them.
>> Alphascan (monitor sales)
: “Can we blame a customer’s mistake on their child?”
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Unlike before, good companies like these are coming to light.
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John Lennon:
You don’t really understand life…
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Service.
Connection.
Approach — getting closer.
