Gabriel Vallejo López, a customer service expert, noted that companies must prioritize service over price during an event organized by SI3.
During the Tour: industrias que transforman event, Vallejo López cited a survey from the Rockefeller Institute of New York. The data showed that up to 68 percent of customers leave due to poor service, while only 9 percent do so over price dissatisfaction.
The expert said competing on price is a mistake. "Competing on price is throwing yourself into an abyss", he said. He added that customers with positive experiences spend 140 percent more.
Vallejo López criticized service in Colombia and noted that many companies only value customers while they pay. He stressed that service depends on knowledge, skill and, above all, staff attitude.
