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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

Prices Not Friendly

Posted: Nov 13, 2011 by Lior Arussy

I was strolling in Venice and the sign from the furniture store just hit me “our prices are so low we do not need to be friendly” and here it was the essence of the business decision of every executive.Would you establish your reputation on lowest price or friendly service?What is your value proposition?

I of course do not agree with the logic. A smile should cost nothing and an authentic experience should be built into every business that expect to do business with human beings.But apparently the owners of this store see friendliness differently.They are concerned about the expenses associated with being human to the point they would rather reduce their price than succumb to being friendly.

Wel for all those executives who see a trade off between price and friendliness, you get what you wish for. Assume that friendliness is expensive and not worth the efforts and very quickly you will drive your prices even lower to compensate for the lack of friendliness and authentic experience.