Why the Customer Experience Matters More Than Your Product
Post on 01-Nov-2014
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Why the Customer Experience MattersMore Than Your ProductAn Instant Impact Webinar
Presented by: Seth BricknerImpact Performance Specialist
Where We Compete
Product Price
Pros: First-to-market
Technological advantage
Pros:Economies of scale, labor,materials
Everybody likes to pay less!
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Service
Pros:You can differentiate yourself from your competitors
Great service can be learned!
Where We Compete
Product ServicePrice
Cons:Won’t remain unique forever
Requires an R&D budget to keep your technological advantage
Cons:Competition will drive prices as low as possible
Cons:You can still differentiate yourself from your competitors
Great service can still be learned!
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The Realization
Service is the main areain which to compete.
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Cell phones & calling plans
Price = $ x
Limited customer service
An Example
Company A Cell phones & calling plans
Price = $ x
Effective customer service
Company B
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Quiz
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1. Do your customers know what they’re buying?1. Do your customers know what they’re buying?
2. Do your customers know other people who might need your products or services?
Quiz
1. Do your customers know what they’re buying?
2. Do your customers know other people who might need your products or services?
3. Do you have other products or services your customers might also need?
1. Do your customers know what they’re buying?
2. Do your customers know other people who might need your products or services?
3. Do you have other products or services your customers might also need?
4. Do you plan to have products or services in the future that might interest your customers?
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1. Do your customers know what they’re buying?
2. Do your customers know other people who might need your products or services?
3. Do you have other products or services your customers might also need?
4. Do you plan to have products or services in the future that might interest your customers?
1. Do your customers know what they’re buying?
2. Do your customers know other people who might need your products or services?
3. Do you have other products or services your customers might also need?
4. Do you plan to have products or services in the future that might interest your customers?
If you answered “yes” to any of these questions, the customer experience is key in promoting your products.
Quiz
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Recap
The areas in which you can compete are product, price, and service.
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Recap
Products and prices arevery competitive.
Compete with service!
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Recap
The customer experience is key in promotingyour products.
vs.
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Optimize Performance, Sustain Results
with Impact Learning Systems
www.impactlearning.com800-545-9003
Thank You
Thank You!Please visit us again.
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