It’s The Small Thing
Memorable experiences transform indifference into preference
Customer experience is the next competitive arena. More important than the price or product itself, it is the way clients feel treated what makes the difference.
Clients do not leave, companies let them go because a mediocre service. According to some studies, 68% of clients are lost because of lack of attention, and 9 out of 10 would pay more for a better experience.
Competition, economic downturns or price aggressiveness are not the real problem; it’s the experience we provide. Clients leave because of negligence and because of lack of attention.
Create memorable experiences and provide an outstanding service is the way to build a sustainable competitive advantage. That’s what you will find in It’s the small things.