Peter F. Drucker once opined that, The purpose of business is to create and keep a customer. Acquiring (creating) a customer is difficult because the sales and marketing organizations must align company capabilities with customer needs. If alignment occurs, a
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