Shall we get started?
Not only the WHAT (amount, price, delivery…) is important, but also the HOWA 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