A new study says value, not price.

I'm sure most of you have heard the official word - the United States has been in a recession since December 2007.  This has many companies and consumers scrabbling, trying to figure out how to stay afloat.  The question is - how are you going to continue to drive business?  What steps are you taking?  The initial reaction is to cut the price of products and layoff employees but this alone may not be the best course of action.  Research from Customer Futures suggests that the best measure a company can take is to add value to the customer experience.  If you buy an item at a reduced cost but you don't like it, you have still wasted money.  If the process to get the item you want at the reduced price is unpleasant you might not purchase from that particular company and instead turn to a company that offers a pleasurable experience.  Read the article, Value, Not Price, Drives Customer Experience, published by CRM Magazine for the full story.

-Brianna