People readily pay more for “quick and easy”, which may even include low-cost self-service models. Speed, ease and convenience make price a secondary consideration.

So, do you actually need to delight and exceed expectations? The answer lies in building a deep understanding of customers’ wants, needs and expectations and catering for different customer profiles and demographics.

Our founder’s strategy for growing the customer base across multiple organizations has always started with customer retention and the philosophy that every customer you save is one less you have to find.

It begins with customer intimacy. The better you know your customers, the more you can tailor the offering and the greater value you can add, the more likely they are to stay and to recommend you.