“If you talk to a man in a language he understands, that goes to his head. If you talk to him in his own language, that goes to his heart.” This paraphrase of the original quote by Nelson Mandela underpins the theme of this write-up. The political language of the recently conducted Edo State election proved to be the decider, hence, in this article, it is used to explain the critical success factors needed for a winning business-customer relationship. The views expressed are dispassionate, non-partisan, apolitical, and only meant for illustration purposes.
The product a business offers can be in the form of goods, which are tangible, or services, which are intangible. Whatever the case, quality and perception of the product in the eyes of the consumer is contingent upon the series of value adding activities the business has put into production and delivery of the final product. These series