Early in the book, Lafley stated the following:
“Our first goal at P&G is to delight our consumers at two ‘moments of truth.’ First, when they buy a product, and second, when they use it.”
Is this true only for multi-billion dollar corporations? Surely not. I’d say it holds just as true for the mid-sized business, the small firm and the solo entrepreneur? And, for those selling products or services.
We must delight those who do business with us; not just once, but twice. To me, the second part would seem to be a function of the product or service itself and how it meets/exceeds their needs (this is often the result of much groundwork and research and beyond the scope of this post)
What about the first part, though. How do you delight your consumers at that first moment of truth…during the buying process?
I can only imagine the wisdom that will be shared via your responses.