We live in a day and age of online shopping, which frequently makes the consumer nothing more than a number, either their customer number or the order number. While many companies seek to try to make the experience of shopping more personal in the Internet age, this is been a challenge for most organizations, especially when you’re talking about selling product where creating warm fuzzy feelings isn’t a major priority.
Hardware and software development and sales is one such example. Most people who are buying a computer or software package are doing so because the salesman was a nice person. The customer has an idea of what he or she wants and all they are looking for is to make their purchase and to start using their device or program.
However, one executive believes that the experience with customers is a key part of not only retaining those customers but making his own company better. This is the attitude of Oracle CEO Mark Hurd.
To understand why Oracle is such a success, it starts with the fact that Hurd actually likes meeting with and talking with customers. When you’re the executive of the $37 billion company, it would seem that it would be difficult to sit down with customers to discuss their interests and concerns. However, Hurd considers this a joy. He loves sitting with consumers so he can more fully understand them and get to know their needs.
In response, customers have found him to be a humorous and enjoyable person to be around. Someone who was always in good spirits, and makes them feel like they are valued as customers.
There are many CEOs that consider the customer in such a personal way, but this is part of what makes Oracle such a wonderful company. They provide great technology, but they also care about consumers.