Which of These Worries You More: Customer Satisfaction or Profit Maximization?

by King Shiloh Banned
22 replies
Yes, lets be sincere at this point. Are you more concerned about how much you'll make from a product than how much satisfied the customer would be for using the product?

Affiliate marketers: do you really believe in or trust the product you promote or do you just promote because of what enters your pocket? That is, do you really care about the customer?
#customer #maximization #profit #satisfaction #worries
  • Profile picture of the author Toby Lewis
    They really go hand in hand, but when you're just starting out, I'm more for customer satisfaction (in the IM niche).

    Once you've got some sway and a decent set of JVs, its all about the $$$$$$$
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  • Profile picture of the author Roy Siew
    I make it a point to believe in what I sell because at the end of the day it's the word of mouth from satisfied customers that makes a lead more than just a lead. After all, we're all here for the long haul.
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  • Profile picture of the author laurenceh
    King,

    I see it like this. If I sell a dud product to 10 people for $47 dollars, great I make $470 dollars but none of them will ever buy from me again.

    However if I sell a great product that I know is useful to the same 10 people but for $27 dollars, I make less profit first time round, but they may become a repeat customer and even tell their friends etc.

    The only way to maximize profit in the long term is to ensure customer satisfaction as best you can.
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  • Profile picture of the author dvduval
    For me the starting point is providing value for the customer, followed by support.
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    It is okay to contact me! I have been developing software since 1999, creating many popular products like phpLD.
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  • Profile picture of the author VeitSchenk
    yep, long-haul, I'm all for that.

    I of the 'zappos.com' school of thought: they're NOT upselling (although they're getting tons of phone-calls where they could offer other stuff).

    their philosophy (and mine too) is: you are leaving money on the table by not bombarding your list with a non-stop stream of offers BUT in the long term, the goodwill and the referrals you're getting from happy clients who don't feel pressured into buying more s*** totally makes up for the 'lost' money on the table.

    Zappos.com: $1bn company. Show me 1 internet marketer who bombards their list with regular affiliate offers (and not caring whether they work or not) who is close to $1bn....

    the second thing that kinda ticks me off with many marketers (online and offline) is that they follow Jay Abraham's advice that "it's your duty to market as hard as possible when you think your client is going to benefit".

    And I think they're missing a key-point here: if you know that they have a fair chance of actually using it and getting real value out of it, then by all means market as hard as you can.

    BUT: if you already know they're "course-junkies" who keep buying stuff because, frankly they're stuck and 'buying courses' is keeping their hopes alive, then: NO, you don't have the duty to market as hard as you can. The only duty you have is to ensure they get REAL value out of it.

    And if that means helping them get unstuck, then that's what you have to do. Not pitch more stuff you already know is going to gather dust on their shelves.

    Veit

    Veit
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    • Profile picture of the author JohnMcCabe
      As others have said, this is not an either/or question. You have to have both if you want to stay in business for any length of time.

      > Fail on the customer satisfaction, and not only do you lose the repeat business and referrals, refunds and complaints could kill your business.

      > Fail on making a profit, and you're not running a business for long anyway.

      I was always taught to never clean out the whole school when the fishing is good. Always leave a few for seed. Seems to work on that "money on the table" thing, too.
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  • Profile picture of the author JRoon
    If you are looking for a long term goal, then gaining the customers trust is important, since they will have a tendency of buying your products again and tell it to their friends rather than being more concern with what you get but will lose customers.
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  • Profile picture of the author dave147
    [DELETED]
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    • Profile picture of the author SuzanneR
      Customer satisfaction--and there is a bit of selfish reasoning there...

      I think nothing could be more humiliating than people thinking my product sucks.
      And then to voice that publically....ack!

      I've observed some people think the bad reviews are a natural part of business and they don't take it seriously. I do--whether I 100% agree with the customer or not.
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      ~Suzanne Ryan


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      • Profile picture of the author VeitSchenk
        Suzanne,

        that's actually a really important point and not purely a selfish reason: bad news spreads like wildfire on the Internet, so if your product sucks or you're taking advantage of customers, it's out there, pretty much forever....

        personal experience: had a bad experience with one of the big gurus, mentioned this on Twitter and within seconds I had a personal email, trying to sort it all out...

        Veit



        Originally Posted by SuzanneR View Post

        Customer satisfaction--and there is a bit of selfish reasoning there...

        I think nothing could be more humiliating than people thinking my product sucks.
        And then to voice that publically....ack!

        I've observed some people think the bad reviews are a natural part of business and they don't take it seriously. I do--whether I 100% agree with the customer or not.
        Signature

        Connect with me on FB: https://www.facebook.com/veitschenk

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        • Profile picture of the author SuzanneR
          Originally Posted by VeitSchenk View Post

          Suzanne,

          that's actually a really important point and not purely a selfish reason: bad news spreads like wildfire on the Internet, so if your product sucks or you're taking advantage of customers, it's out there, pretty much forever....

          personal experience: had a bad experience with one of the big gurus, mentioned this on Twitter and within seconds I had a personal email, trying to sort it all out...

          Veit
          And to add to your point--the means to tarnish a reputation--whether deservedly or for ulterior motives--is very easy on the Internet. So it pays to have a consistently good reputation. Insuring against a future foul-up--so to speak.
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          ~Suzanne Ryan


          If you want professional pre-written email copy that sells affiliate products better and faster than canned autoresponders...then click here.

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  • I think both need to work harmoniously together. You must believe in your product in order for you clients to believe. If you are a beginner it is imperative that your first customers give you excellent reviews. This will not only look good as you move forward, but it will develop trust in future clients. In addition, if you strive to give good customer service your client will be so happy he or she will be more than willing to recommend you, your company and your services.

    I have a friend who has a very successful Internet Marketing business, and he is a strong believer in pleasing his customers. Of course, one must establish limits, as to how much you are willing to compromise. But my friend believes in the old, unwritten rule that "the customer is always right". At least the first time there is a dispute that is.
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  • Profile picture of the author money2k
    Always take care of your customers. If you provide superior customer service then you will get word mouth advertising and repeat business. I personally buy from people or companies that take care of me.. Customer service is #1
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  • Profile picture of the author King Shiloh
    Banned
    What if the customer is one that never gets satisfied. Will you continue to find a way to satisfy him at the expense of your business? After all, I was told that if I don't make enough profit, it means that I'm not in business.
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    • Profile picture of the author JohnMcCabe
      Originally Posted by King Shiloh View Post

      What if the customer is one that never gets satisfied. Will you continue to find a way to satisfy him at the expense of your business? After all, I was told that if I don't make enough profit, it means that I'm not in business.
      If you run into a customer that will not be satisfied no matter what you do for them, the best thing you can do is make them a former customer.

      That doesn't mean you shouldn't try to satisfy them before cutting them loose with a refund or other adjustment. And it does not mean you might not end up taking a loss on an individual transaction occasionally.

      Make a habit of taking losses to satisfy customers and you will eventually be out of business.
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    • Profile picture of the author Emily Meeks
      Originally Posted by King Shiloh View Post

      What if the customer is one that never gets satisfied. Will you continue to find a way to satisfy him at the expense of your business? After all, I was told that if I don't make enough profit, it means that I'm not in business.
      No matter how great your business is, you won't be able to satisfy every single customer. In fact, going to too great lengths to bend over for that particular customer could compromise the relationship with other customers (i.e. if they're asking for special treatment - you let one person have cake, everyone wants cake)

      What to do? You do the best you can. You underpromise and overdeliver. Exceed the customer's expectations - this is why they choose you over competitors.
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      In all that you do, know your True INTENT...

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  • Profile picture of the author deertrail
    False dilemma. If your business model depends on repeat business, then customer satisfaction = more profits.
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    • Profile picture of the author Zanti
      I totally agree with John above, on this.

      While you need sales to stay in business, but without having satisfied customers you won't keep bring in sales.

      John's analogy is one of the best I've heard about the "not leaving money on the table." I have a real thing about the "not leaving money on the table" mindset.

      For me it about having either a scarcity mindset or an abundance mindset. I just don't believe in bleeding my customers for every single dollar. I produce quality products that exceed the customer's exceptions, I sell them at a fair price. I could charge a lot more for my products and get that last dollar out of my customer. But that's a scarcity mindset, in my opinion. I also like having happy customers.

      What drive me is building a long term business. I give more in value than what my customer give me in value (i.e. paying for the product.)

      Brian
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      Brian Alexzander ~ Irie To The Highest - Respect
      "Irie"...the ultimate positive, powerful, pleasing, all encompassing quality/vibration


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      • Profile picture of the author Liam Hamer
        Profit is of course important, but customer satisfaction makes me feel just as good, if not better than the money does
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  • Profile picture of the author Dennis Gaskill
    Your question presupposed the choice is one or the other. I reject that premise. The answer can and should be that both are equally important concerns.
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    Just when you think you've got it all figured out, someone changes the rules.

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  • Profile picture of the author Raygun
    I believe it is extremely important to treat your customers like gold. You always want to over-deliver and make sure that you look at it as how you can serve them, rather than how they can serve you.
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