CHAPTER 16
The Tangible and Intangible Costs to Customers
After outlining the promise and exploring how world-class companies deliver on the promise via people, place, process, and product, let’s turn to what confirms the value of the customer experience: the price, in the context of the World Class Excellence Model.
The term price specifically refers to the true cost and value to the customer. Value is what the customer gains from the experience of purchasing your product or service—a combination of a superior product provided by superior people, who create a place that is engaging and deliver a seamless process. Remember, world-class organizations ...
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