We dig deep into customer satisfaction as we continue a discussion with Drake Nightenhelser and look at why we should master fulfillment. When you think about it, that is the step that is most critical. That is where we deliver on our promise, whether it is a product or a service. The customer will be most attuned to how they feel at that moment or at that time.
Master Fulfillment And Find Success
It is surprising how often a business or vendor ignores this critical moment. How would you react to a wedding where the moment they say I do, they mess it up? Likewise, what tone is set if the first kiss is botched? The fulfillment moment is what the customer has been waiting for. It is when we can most emphasize the positives of delivery or negate the happiness. Look no further than Apple for this mastery in their approach to the unboxing experience.
About Drake
Drake is a Client Quality Consultant who helps business owners land better clients and level up their business to be more attractive to high-quality people. He aims to embrace the win-win situation when a company and customer match perfectly. Customers are willing to pay more for the maximum benefit they receive from the product or service.
He points out the tough decisions that must be made to achieve success. There will be customers (even some that pay well) that we will turn away to achieve the greater good.
