When we buy something, whether it’s a product in a box or a service we need or something intangible like a room with a view for the weekend, we expect to get what we pay for.
The product better be in the box and it better do what it says it can.
The service needs to deliver the specific benefit we hired it to provide.
The room must have the view and it must be clean and quiet too.
That’s the deal – our cash for the stated benefit.
But what happens when we get more than we expected?
Beautiful packaging and a note from the manufacturer that explains the why behind the what. Great service with a smile and attention to the smallest detail. A room, a view, a friendly welcome and our favourite paper in the morning, remembered from last time.
Skippy strategy: Great companies go one step further.
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