Overpromise and Overdeliver (Revised Edition): How to Design and Deliver Extraordinary Customer Experiences by Rick Barrera

Author:Rick Barrera
Language: eng
Format: mobi
Publisher: Penguin Publishing Group
Published: 2009-03-29T14:00:00+00:00

2. Cater to the customers you want. To attract people who desire the best and are prepared to pay for it, Herbert recognized that he would have to provide much more than just flowers. He created an elegant environment, a place where they would feel at home. He organized educational activities and fund-raisers that addressed customers’ feelings of self-worth. And he sold products that would appeal to their upscale taste. In other words, he understood the variety of factors beyond the product itself that contributed to his Product TouchPoint.

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