Not only the WHAT (amount, price, delivery…) is important, but also the HOW
A good experience becomes part of the product or service itself
As customers, we are more demanding and finding a product that satisfies our needs is not enough anymore; the how is crucial. Customers now consider the attributes of product/service and attention quality are a commodity, so we need to go further…

"Service has 5 times more impact on customer satisfaction than the product or price"
(Harvard Business Review Study)

What must we do?
  • Measure from the perspective of the customer
  • Actively listen to our customers
  • Be open to change
  • CHANGE!!