Did you know that it takes 12 positive experiences to make up for 1 unresolved negative experience? (source: Ruby Newell-Legner’s “Understanding Customers”)

In the past (10, 20, 30+ years ago), businesses could win customers by competing on low prices and high quality.

While customers still care about price and quality of products, a new factor in choosing between competing brands is the additional value of customer service. Customers would rather invest more in a brand that focuses on their needs and constantly provides value beyond the initial purchase.

Here at Ultimate Technologies Group, we sell, install and manage high-end AV technology for some of the biggest and best brands around the country. I’m talking about some of the most impressive audio visual technology and experiences that you can imagine.

So when we surveyed our customers and asked them why they are still with us, why didn’t any of them mention the incredible AV solutions that we installed in their business as the #1 reason?

Because it’s the service. It’s the customer experience. It’s our unique service model. And it’s why we have never lost a customer.

 

Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (source: Invesp)

As a business, we know that and understand that. That’s why we invest so much in you when you become our customer. Which you can do here.

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Vice President, IT Infrastructure

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