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.