Clay Shirky, a renowned technology writer, highlights the success of Chinese electronics company, Xiaomi, in an interview. Xiaomi’s innovative approach to customer service and product development has allowed it to thrive in the competitive technology market. The company’s strategy involves putting customers at the centre of their product development process, actively seeking their feedback and implementing their suggestions.
Xiaomi’s weekly software updates are a key part of this customer-centric approach. These updates are not just bug fixes and security patches, but also include new features and improvements suggested by users. The company maintains an online forum where customers can propose ideas, vote on others’ suggestions, and engage in discussions.
Shirky points out that this approach not only builds a loyal customer base but also fosters a sense of community among users. Xiaomi’s strategy has proven successful, with the company selling 61 million phones in 2014, up from 7.2 million in 2012, demonstrating the potential power of customer-focused business strategies.
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