Why the Customer Experience Matters More Than Your Product An Instant Impact Webinar Presented by: Seth Brickner Impact Performance Specialist
Why the Customer Experience Matters More Than Your Product
Nov 01, 2014
Even in the best economic times, every company looks for a way to stand out from its competition. Today, this matters more than ever, so let’s see why the experience that customers have with your company might matter even more than your product.
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
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!
©Impact Learning Systems
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!
©Impact Learning Systems
The Realization
Service is the main areain which to compete.
©Impact Learning Systems
Cell phones & calling plans
Price = $ x
Limited customer service
An Example
Company A Cell phones & calling plans
Price = $ x
Effective customer service
Company B
©Impact Learning Systems
Quiz
©Impact Learning Systems
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?
©Impact Learning Systems
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
©Impact Learning Systems
Recap
The areas in which you can compete are product, price, and service.
©Impact Learning Systems
Recap
Products and prices arevery competitive.
Compete with service!
©Impact Learning Systems
Recap
The customer experience is key in promotingyour products.
vs.
©Impact Learning Systems
Optimize Performance, Sustain Results
with Impact Learning Systems
www.impactlearning.com800-545-9003
Thank You
Thank You!Please visit us again.
Related Documents
