By Tom Reilly, author of Value-Added Selling

A commodity is a product differentiated only by its price. If the only thing that differentiates you from the competition is price, you have more than a pricing problem. You have a failure-to-differentiate problem.

From Harvard Business Review

Rather than merely reacting to the journeys that consumers themselves devise, companies are shaping their paths, leading rather than following. Click here to read more

By Tom Reilly

"The real price of everything, what everything really costs to the man who wants to acquire it, is the toil and trouble of acquiring it." Adam Smith, The Wealth of Nations

By Tom Reilly

Customer satisfaction is a function of how you perform vis-à-vis the customer’s expectations. Satisfaction is often expressed numerically as a ratio: performance to expectations. Customer satisfaction is an attitude and attitude drives behavior, including retention which is a measure of the likelihood that someone returns as a repeat customer. So, what affects expectations?