Product evangelism

Story Text:

In this thread about clicktracks i spoke a little about how wonderful product evangelism was when it really worked. A couple of members, happy clicktracks customers really defended clicktracks in the thread and it's very, very important i think.

This ain't about that though, not really. Today i spoke with a good mate about a site he's going to build and advised him to use a product im very evangelical about: Drupal and am still in conversation about the advantages of doing a real user generated, community oriented site for his project.

I've even offered free consulting and help on Drupal and related stuff, mosty because that's what mates do, but a good deal of my enthusiasm for the project stems from a deep satisfaction with the product i want him to use...

Why don't more companies capitalize on this?



because a lot of companies don't have very satisfied customers?

To me repeat business and recommendation has always been a big part of the mix, I'd rather have repeat clients than all new ones and it's cheaper, easier and more satisfying when they come and tell you how great a company is when you meet them.

But a lot of online business isn't really geared to that I guess.

It works for Apple

Apple, ever since the 90s have used this to great extent. I was an Apple evangalist for ages and only had their machines. I even backpacked around South America with one for a year.

Apple abuses it's customers beyond belief but they keep coming back for more..

My final straw with Apple was the PowerPC 6400 which shipped with 32MB of RAM and wouldn't run the then-current version of Netscape out of the box because of the memory.

I bought the toilet seat lookalike iBook when it came out to see if they had gotten any better a couple of years ago. I used it for about 3 hours and then gave it to my neices.

I admit it, I do it.

All a company has to do is treat me well, and I'll sell them to the ends of the world.

Interestingly enough, I do think some companies capitalize on this. I raved to the customer service department of a bill place I use about how wonderful they were, and then forgot all about it. About two months later, I got a call from their PR department asking me if I could be interviewed about the product for a story going in the WSJ. When I asked how they got my name, they told me they received my glowing letter at the customer service department.

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