What Do Customers Really Want?
Wednesday, September 12th, 2007Every interaction with the customer is one more step towards strengthening your brand. Whether you sell ice cream cones or treat patients in a trauma center, each of these people is purchasing goods and services from your organization, and each step towards excellence in customer experience is another opportunity for brand strengthening.
Overall, there are three truisms about customers:
1) They don’t care about your problems.
2) They don’t understand ‘quality’.
3) They expect a controlled customer experience
Let’s look briefly at each of these points:
