It’s not about the good service you render. It’s about the GREAT experience your customers remember. Don’t be just good. Be GREAT out there!
Bill Quiseng
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this:
Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service. When they complain, they don’t complain about the price. They complain about the value of their experience for the price that you’re asking them to pay. On the flip side, when customers seek the best value in their experience, they will pay, no matter the price.
QUI TAKEAWAY: It’s not about the good service you render. It’s about the GREAT experience your customers remember. Don’t be just good. Be GREAT out there!
#customerservice #customerexperience #custserv #custexp #cx
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On a mission to change the culture of sales; for businesses & customers alike - Discover how to Convert more prospects; quicker | Simplify your sales process & Increase your profits.
5moI'm keen to learn where you separate service from the customers experience ie is that delivery of good for example Bill
I help free capacity, cut turnover, and boost profit by building communication, relationships, and alignment in teams. || Certified Coach || Founder, The Mason Effect
5moBill now this quote “They buy with emotion and justify their decision with reason.” will preach!!!! I for years produced live experiences. I don’t like “event” - in is momentary and fleeting. But experiences transform. In leadership often events are educational, inspirational, motivational - but when we have a leadership development plan transformation with perspiration - we see change & growth. Customers (shareholders) are the beneficiaries of the investment into teams (stakeholders) they are able to create that experience for the shareholder.
Fractional Marketing Leadership | Trusted Advisor partnering with Visionaries to create Excellence by Design | We execute Brand Promises through strategy reinforced by excellent customer experiences & engaged employees
5moBill, as always your insights and takeaways deserve a ❤️! I especially love your statement, "Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service." Recalling my basic college-level business classes, there were many lessons on the classic marketing mix "4 Ps" - product, price, place, and promotion. Based on your wise guidance and my same CX beliefs, I propose more experiential Ps: Positivity, Passion, Promises!
CEO and Co-Founder at Optevo
5mo"Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service. When they complain, they don’t complain about the price. They complain about the value of their experience for the price that you’re asking them to pay." 👏 So well said Bill. That is really the essence of customer experience and creating a loyal following. Thank you for sharing this nugget of wisdom!
Leadership Enthusiast | Crafting Content for Emerging Leaders & Professionals | US Insurance | Service Delivery Manager | AIC |
5moExcellent reminder! It's not just about delivering good service; it's about creating a memorable and great experience for your customers. Let’s aim to be exceptional, not just adequate!