Why Your “Wow-Factor” Might Actually Be Losing Customers

Customer loyalty

Isn’t it true that if we deliver exceptional (over-the-moon) service, we’ll create such a “wow-factor” that our customers will have no choice but to buy and continue to buy from us?

Guess what? Matt Dixon, author of the best-selling book The Effortless Experience, challenges this assumption.

According to the research that he has uncovered — customers actually desire you to “stick and deliver” to your basic promises. They want help to solve the problems they encounter on a day-to-day basis.

Let’s not get caught up with what we assume is important. Rather listen to what your customer wants — and the results will follow.

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Paul Cherry

For over two decades, sales expert and author PAUL CHERRY has helped B2B sales professionals close more deals in all major industries. As a recognized thought leader in customer engagement strategies, Paul Cherry has been featured in more than 250 publications, including Investor’s Business Daily, Selling Power, Inc., Sales & Marketing Management, The Kiplinger Letter, and Salesforce.

Performance Based Results

Paul Cherry is the president of Performance Based Results. PBR delivers intense, customized sales team training programs and sales management coaching to companies throughout North America. Paul has worked with more than 1,200 organizations, including 175 of the Fortune 500, plus more than a thousand entrepreneurial, small to mid-sized, cutting-edge businesses looking to dominate their niche markets. Clients typically get 7 times their return-on-investment (ROI) or better.

Questions That Sell

Paul Cherry’s top-rated bestseller, Questions That Sell: The Powerful Process for Discovering What Your Customer Really Wants (AMACOM) has been listed on BookAuthority’s “100 Best Sales Books of All Time” and has been published in four languages. He is also the author of Questions That Get Results (Wiley) and The Ultimate Sales Pro (HarperCollins Leadership).