Benjamin Franklin once wrote that “the bitterness of poor quality remains long after the sweetness of low price is forgotten.” I love this quotation because it serves as a reminder that price is just one part of a customer’s experience.
How can companies increase prices without upsetting customers? I was pondering this question out of necessity recently because Time Warner Cable increased the price for my internet service. I was not pleased with this development but it provided an opportunity
As customer experience professionals we often advocate for “customer rights.” I find it helpful to think of myself as protecting my customers from my company. But make no mistake – advocating often is not the same as advocating always. When
How well does your company know its value proposition? Not what makes the products/services valuable to you, but how those products and services help customers. I was reminded of this critical distinction recently as I sorted through the mail at