Are you a timeshifter? Delivering Customer Control

Posted by Joseph Michelli, Ph.D. on December 4, 2010

0 comments | 1382 reads

When Cher sang, “If I could turn back time?” I wonder if she was contemplating the DVR!

Ah yes, no longer are we chained to the television program schedule. According to a Neilsen study almost 100 million US viewers per month watched timeshifted TV. That viewership rate grew much faster year-over-year than did non-DVR TV watching..

The Nielsen study also showed continued high and virtually unchanged US television viewing. In the second quarter of 2010, the average person watched more than 143 hours of television per month.

The DVR has made television viewing far more flexible. In my Starbucks Experience book, I championed the business principle “Make It Your Own.” The DVR has allowed customer to own and control the viewing of their favorite shows.

What can you do to offer your customers greater flexibility to make your experience occur on their terms?

What is it time to shift?

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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