Satisfaction = Expectation – Reality

The closer your business comes to delivering on the entire purchase experience the higher the customer satisfaction and the greater the opportunity for a flattering referral. Nothing beats a strong testimonial from a recent customer to stimulate the next sale.

If you think beyond the usual parameters of adequate service, if you become curious about what the customer would love, and are determined to deliver it, your business will prosper.

It is marketing’s job to assist in determining what customers’ value. It is marketing’s job to help align the company to be able to deliver on the entire purchase experience. And it is marketing’s job to determine all the ways of communicating important distinctions to present and future customers.