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Giving Customers What They Want

The headline is seemingly an easily understood concept but one which is rarely practiced by most companies, even big ones. Was on a flight on AirAsia, did you know you can get Chatime on the plane? What a surprising yet decisive move ... To me it tells of the strategy and mindset of Tony and his crew, to continually get the customers what they want. Yes, we still bitch about many things about AirAsia, but overall its a bloody great way to fly cheap.

An example of a company that does not give customers what they want is 7-11 Malaysia, and only Malaysia. 7-11 franchises in Thailand and HK are amazing. You do not just go there because its late and nothing else is open. You go there cause they have things you want 24-7.

Its so obvious that 7-11 Malaysia mostly stocks stuffs that "they can get a very long credit period". Am I wrong here? They probably operate as a cash flow cow, rather than investing in "real products consumers want", we only get to choose stuff whose "manufacturers can tolerate long periods without payment because their products are not so in demand in the first place". Naturally some things they cannot do without such as top tier soft drinks.

Just look at other competing 7-24 operations, they go the extra mile, heck one of them even has vegetables.


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