Every single customer touch point customers are evaluating us. They’re saying that was a good experience. That was a bad experience. If we mess up an invoice and they have to call to fix it, that’s a bad experience.
And that destroys. But if our invoices are super easy to understand, and they tie back to all the previous paperwork and they make it easy for our customers to do their job, like, oh, pay the bill, then we’re adding value. Even if it isn’t our main product. Every customer touchpoint adds or subtracts value.
“Everybody in your company that your customer touches either adds or subtracts value, make sure they add value.” – Mark Stiving
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