Meeting obvious customer needs is good. This is what customer satisfaction is all about. It is like going on a blind date with someone and telling your friends afterwards that it was “satisfactory.” Not much passion and enthusiasm here.
In fact, some studies show that 68 percent of “satisfied” customers will take their business somewhere else when a better offer comes along. This is not customer loyalty and it is not customer advocacy.
Customer advocates are consistently “wowed,” not because obvious needs are met because we are offered solutions to problems, we don’t even know we have. Customers liked being “wowed”!
Questions? Contact Andrew Johnson at ajohnson@smartofficeusa.com or 972-472-8030.
