Can You Be 5% Better?

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May 21st, 2010

Hey, who couldn’t. We’re talking just five measly percent here.

You should be able to achieve that kind of improvement without having to break much of a sweat. You could probably get there without revamping systems, adding new platforms or hiring more bodies, right?

But imagine the impact that extra 5% could have on your brand. If your perceived quality went up 5%. If awareness, interest and preference of your brand went up 5%. If 5% more people recalled your TV spots or clicked through on your banner ads. If 5% more customers recommended you to others, or contributed to your Facebook page.

The question of course is, how do you get 5% better?

This is where it is important to be in synch with your customer. To know what compels her to do business with you. What do you give her that is better than anyone else, that keeps her coming back?

Find out why your most loyal customers like you, then improve that element 5%. If they think you have the friendliest staff, look into initiatives that could make them 5% more helpful. If they think you have the best selection, try adding 5% more SKUs. If they buy you because of your reliability, up it by 5%, perhaps by including a no-questions-asked return policy or a longer warranty period. If they buy you because you’re cheaper, investigate how you could trim prices by another 5%, or at least add 5% more perceived value. If they like your advertising, kick it up a notch and challenge your agency to up the engagement by 5%. You get the idea.

Inevitably, the success of your brand will coincides with its perceived usefulness to customers. Make your products and services demonstrably more useful to customers, and you’re golden.

And it all starts with 5%.