This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these obstacles in your own business? The tenth obstacle is missed opportunities. Two years ago, I wrote a
In today’s economy, consumers increasingly scrutinize the “value for price paid” of a product or service. While extraordinary customer service adds value, many service organizations miss opportunities to provide the “little extras” that create value in the minds of their customers. Companies that recognize the value of offering “little extras,”
In 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being memorable. One of those principles was unexpectedness. In other words, if a message or experience is
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices are irritating. Last week, I brought my family to Fatburger to enjoy a good hamburger (their burgers are delicious). Since this was my first time
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