| May 13, 2008 | Vol 3, Num 19 |
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Is your company being affected by the credit crunch?
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No |
47% |
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Yes |
36% |
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Not yet, but I anticipate it |
10% |
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Not sure |
7% |
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Higher prices and customer satisfaction
are not mutually exclusive
 It's OK to charge a premium for quality service that leads to increased customer satisfaction.
With the cost of everything from gasoline to coffee to stamps on the rise, the thought of spending money on retail glass services may be less than appealing to many of today’s consumers. Let’s face it, it’s more fun to spend that economic stimulus check on a new TV than a shower door.
But before you lower prices in an attempt to attract customers, consider the following statement from the National Quality Research Center at the University of Michigan: “Quality plays a more important role in satisfying customers than price in almost all … industries. Price promotions can be an effective short-term approach to improving [customer] satisfaction, but price cutting is almost never sustainable in the long term.” ... read more
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Brought to you by the National Glass Association, publisher of Glass Magazine and www.glassmagazine.net
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