"Add
more value for your customer. It is to your
advantage to control as
much of the ladder as you can ‒ customers will be less likely to abandon you
in favor of someone else, lower down the ladder, who offers less
value. At
the same time, your opportunity for margin and
profit increases."
We see our
customers as invited guests to a party, and we are the hosts. It's
our job
every day to make every important aspect of the
customer experience
a little bit
better.
