How do you exceed your clients' expectations?

We kicked this topic around in our business forum this morning.
There were two schools of thought – one that you need to give your clients something they didn’t expect, and the other that all you really need to do is deliver exactly what you promised.
Let’s take the first approach. The logical argument behind this is that it adds extra value that the client wasn’t expecting. The ‘emotional’ benefit is that the client feels special. It’s like a random act of kindness – you feel good at giving it, and the client feels good about receiving it. The trick is to find something that’s a very small incremental cost - in terms of time and money, and one that’s appreciated by the customer.


The Brand Factory
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