CHAPTER 9
What’s In It for Me?
What do our customers want when they conduct business with us? Each individual, of course, has different wants and desires, but almost all customers have one central question underlying their business interactions: What’s in it for me (WIIFM)?
The concept of WIIFM is taught across disciplines in business—from sales to management to customer service. WIIFM encapsulates the idea that people want to know what they will get out of something; they want to know how they will benefit. Customers are no different. Before they offer you their attention and hand you their money, they want to know what’s in it for them.
As a customer-facing professional, you should always keep this outlook in mind so you can better understand ...
Get Be Your Customer's Hero now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
