Exceeding customer’s expectations is a very powerful strategy. It has the effect of making the customer feel well cared for and wanted, especially when special attention is provided by high ranking representatives. Additionally it compels him to buy more in order to pay back for all the extra services he received.
In the eye of the happy customer, such added value very often outweighs a competitor’s price cuts.
It is also our way to set us apart from the crowd and immune our business from price wars and economic crises.
You will find a very nice story on JudithAndJim’s blog called "Love Your Customer with Fabulous Customer Service" illustrating the oustanding attitude of a commercial airline pilot.
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