How to Compete when Value is Assumed

Here’s a business trend that may surprise you. Consumers are becoming less interested in shopping for value – and more interested in being valued for shopping. With the quality movement of the 1980’s and 90’s, manufactured products have improved such that value is now assumed. Meanwhile, consumers’ lives have become busier. They have less face-to-face contact with friends or even coworkers (instead they ‘telecommute’ to work). So, to fulfill their social needs people are turning more to merchants. Lesson: tomorrow’s successful companies will be those that focus employee education not so much on product knowledge – but people knowledge.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

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