English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this:
Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service. When they complain, they don’t complain about the price. They complain about the value of their experience for the price that you’re asking them to pay. On the flip side, when customers seek the best value in their experience, they will pay, no matter the price.
QUI TAKEAWAY: It’s not about the good service you render. It’s about the GREAT experience your customers remember. Don’t just be good. Be GREAT out there!
#customerservice #customerexperience #custserv #custexp #cx
BILL QUISENG | Deliver the World's Best Customer Experience 