Picking my coffee up from the barista after a business meeting yesterday I noticed a chalked message saying, “Did we make your drink how you like it? Tell us if you wanted something different and we will change it for you. We know your drink is personal to you”
This made me reflect on how we all in business gather enough of a market together to justify a business venture yet from that point maybe sometimes we don’t do enough to push to meet the needs of every customer.
Here at Melody Pods we had a bit of a lightbulb moment with this a while back. We realised we weren’t giving enough choice. We had divided our library up into vertical markets, which are great for many clients but this approach doesn’t help those who need something very particular.
Explain a different type of mix here………
Yet whilst offering customers the ability to have more choice over the music they choose and when they change their music we didn’t want customers having to spend too much time selecting their playlist on a track by track basis. So by offering albums of selected music we knew clients could make choices very quickly and choose a selection of albums to replace music they have listened to for a while.
With communities becoming ever more diverse with ethnicity, culture and tastes are businesses misguided to focus on meeting a general and wide market need? Is this possible whilst still finding a competitive edge over others also looking generic in their styles ?
Surely service design should be focused on building services that have the ability to meet the exacting needs of every single client and expect each of them to feel different and have different needs ?