A TWO-PASSION CONSULTANCY: Customer Experience Expert & Speaker • A Floor, Wall, and Interior Finishes Direct Procurement Path for End-Users, Designers, Specifiers, and Purchasing Executives.
My mantra, expressed decades before the term “customer experience” was coined, sounded like this: “If we provide our customers with a level of service that exceeds their wildest expectations, we will never lose one of our customers to a competitor’s price.” That was true then, remains so today, and will be true as far in the future as I can predict. This mind-set was seeded by my earliest mentor, the late Paul Goodman. “NEVER sell by price,” he would admonish me. After completing customer surveys, I would ask our teams how they would score our performance provided for a particular customer. In most cases I found we had a loftier perception than our customer’s, my mantra notwithstanding. Don’t be afraid to get your customers’ perspective. Take a walk in their shoes and embrace the feedback. Turning your customers into annuities takes being a change agent. Your customers will notice! #neversellbyprice #changeagent #annuitizecustomers #mantra Rali https://c1xmatters.com/
