![]() The essence of great customer experience is consistently delivering your brand promise. ![]() The most valuable thing you can keep in mind is that actions speak louder than words. It costs 5 times as much to get a new customer than to get an existing customer to buy again. Were judged every day by how we handle situations. In some cases, no amount of advertising can make up for distrust. Actions Speak Louder Than Words How we act builds a track record. ![]() Think of how much advertising it takes to make up for a bad review or blog comment on the Internet. When people become disillusioned due to poor service or product quality, they vent their frustration to lots of people - negative word-of-mouth. People take their business elsewhere not so much because of better offers, but due to hassles, disappointment, or annoyance. Most of the time when you switched brands it was likely because somehow what you were expecting wasn’t lived up to. You were probably reluctant to switch because it would be inconvenient or it would be an uncertain situation. Think back to times when you have decided to discontinue a product or service, or switch to a different brand. But the research show it’s all about the basics: putting their money where their mouth is … letting people really get what’s promised in ads, signage, conversations with employees, and so forth … keeping focused on great customer experience through excellent product and service quality. Surprising? Surely a large number of managers think public good and environment make the biggest impact. Strong commitment to protect the environment You know the phrase, 'Actions speak louder than words.' Well, sometimes the opposite is true. Gives time, money or resources to public goodġ1. Innovates new products, services or ideasġ0. Frequent communication about the state of its businessĨ. Stays within the spirit & letter of the lawħ. Here’s what participants in the Edelman study said: what drives trust, from most to least impactful:ĥ. Service quality and product quality outweigh any other efforts a business makes to convey trust. No wonder, with massive irresponsible decision-making that caused the global economic crisis. Great thoughts speak only to the thoughtful mind, but great actions speak to all mankind. Rather, that we can’t look to one’s words. This is not to say that words are meaningless. It can be easy to say something, but it requires effort and dedication to take action. The phrase action speaks louder than words often emphasizes that actions are more important and influential than words. Most people trust companies less this year than they did last year, according to the 10th annual Edelman Trust Barometer. The proverb actions speak louder than words encourages us to look to a person’s actions to see their true character, and not just to listen to the words they speak. It’s the actual customer experience that really counts. Yet customers know you can’t judge a book by its cover. They hear plenty of promises in ads, on signs, and from sales and service people. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Actions speak louder than words when it comes to most things in life.
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