(Time to read this Blog article is about 30 seconds)

When offering customers a deal or ‘thanking’ them for their business, don’t underwhelm them. It makes you look stingy and out of touch.

A few months ago I was on a Celebrity Cruise Lines ship, working with a client and their management team to improve clarity, commitment, urgency and accountability.  Now, I’ve received a personal ‘Thank you for cruising with us’ letter and special “Just for you” savings coupon from the President of Celebrity Cruise Lines. 

But here’s the thing, the coupon is for a whole, whopping $50 off a cruise.  Fifty bucks off a $5,000 to $8,000 cruise is just plain stingy.  And, considering that there are $2,000 to $4,000 discounts, per couple, available on just about any cruise these days, the President’s ‘special offer’ looks pretty lame.  The impression that one gets is that the President is out of touch with current market realities ….and that he’s a cheapskate.     

You customers want ‘WOW’.  They want you to exceed their expectations.  So don’t underwhelm them.

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