Some companies choose to love their customers. They do almost anything to make them happy because they know that their customers are their most powerful marketers. The Hilton Garden Inn in Hartford South loves their customers. Morton’s Steakhouse does too. Zappos is world renown for loving their customers. You pay extra for products and services because of the high level of service provided.
Tag Archive for ‘wal-mart’ 
“We can get it cheaper”
We live in a Wal-mart world. You can find anything at the absolute cheapest price. That’s why I cringe when clients say “we can get that cheaper”. You probably can, but is it worth it to your brand?
If the product or service will become in any way a part of your organizations outward facing communications you should not pick based on price. Example: Your company t-shirts, website, legal counsel, Christmas gifts, brochures, letterhead, meal at a luncheon, sponsorships, business cards, dental plan, etc.
Lowest cost should never be the major deciding factor when purchasing anything for your association, organization or business. It’s your brand, be proud of it.
The Bad Service Strategy
No company in their right mind would ever admit to it but the fact of the matter is offering less(bad) service can be quite a cost saving and yes this is a strategy, surprisingly a very good one.
It’s frustrating at times to find help in a store that prides itself on no service. Have you ever tried to call Super Store with a question or problem? You can’t there is no number. Ever asked a Wal-Mart employee a detailed question about a non-stick frying pan? You may luck out but the odds are the person can’t help you.
The reality is these large corporations understand that service costs money and after performing a cost-benefit analysis on service they determined it was not worth it. Customers would rather have lower prices rather than paying from someone to help them while shopping. Is that what we really want? Would we all pay a little extra for better service? There’s the catch.
Would you still shop at Wal-Mart if the prices were increased by five to ten percent but it included good service? Maybe, but I would be willing to bet that the majority of us do not need great service, it Continue Reading
