The way you promise and deliver value in business goes a long way to determine whether you increase your sales and customer base.
First, you must understand that you need to over-promise in other to attract more customers. You must delight customers with new and unique things for them to live a competitor and start to patronize you.
Also, retaining the new customers has to do with your delivery. You must over-deliver to make a customer stick to your product instead of that of a competitor.
Looking at the history of many successful companies, the best strategy will be to over-promise and over-deliver.
They create an expectation, or set of expectations, and then fall short on value delivery. This one of the major cause of customer dissatisfaction
So how do you over-promise and over-deliver?
You need to look at all the touch point with an over-promise and over-delivery role. According to Customerthink.com:
- Products have to function at least as well as they have been portrayed, and hopefully better.
- Systems and processes should enhance customer experiences, which is one of the areas where effort minimization really matters.
- Communication should be individualized and personalized for each customers.
My Candid Advice
Unarguably, the best way to attract and retain new customers is to over-promise and over-deliver.
However, that might not be the case with old customers.
For old customers, I think it’s preferable to under-promise and over-deliver. This ensures we keep going an extra length to meet their expectations.
I believe doing this over and over again will surely help build and retain their trust.
I look forward to having your own view-point about promising and delivering value in a business. Kindly share your experience or thought using the comment box below.