Doesn't Matter Who Wins As Long As Customer Wins

There are n-number of comparisons in the market between Apple and Samsung fighting neck-to-neck for market-leadership position. Recently I came across one that addressed who-will-win between them. It had good comparison parameters in terms of innovation management, management leadership, brand, design, ecosystem compatibility, user experience, customer needs, profitability, growth, etc. 

For a customer whoever wins is OK as long as the customer herself wins. Knowing this winning companies win customers by making them win. In order to be in the league, suppliers have to speak to more of their own customers as well as that of the competition. They have to do this more often because hardly four percent (4%) of dissatisfied customers speak. Even loyalists don't speak at times. Hence to make all of them speak they have to articulate transactions with them more assertively without hurting them.

Here is an example of how much more the suppliers need to do by finding their own ways and means to capture such voice-of-customer (VOC). 

The solution wasn't there both in Apple as well as in Samsung device at least until the time I went to e-press to publish this post. Assuming that my search for the one on Google was inadequate, what I am surprised is why should it take so long to copy-paste such a simple feature that existed in Motorola sometime in 1997. I still have that model in my museum. 

Someone may say customer may have so many funny VOCs and behaviors. It's difficult to capture all of them especially the maverick wants in final offerings.

That's exactly the point I wished to express through this blogpost, the often repeated cliche: It's difficult but not impossible. And it can't be so difficult for it to take decades as in case of above example. 

There are many such funny VOCs floating around that can be accommodated without much costs. Easy ones everyone can do. The one who does so with difficult ones also and does so speedily without adding costs to the customer is the one who wins.

Looking forward to my above need in future models of one of these companies. In case you come across such one in future please do inform me through the comment box hereunder.