How likely would you be to recommend a person or a company? The connection between customer experience and profits is the key connection you should be thinking about.
89% of businesses are soon to compete on customer experience, that's insane! Base your customer experiences with the intent to make a connection, with the intent to make it memorable.
I’ll bet you’ve had a really bad customer experience (CX) and you’ve told people about it, probably more than telling people about great customer experience? People are twice as likely to share a bad experience than a good experience. If people (customers) are at the heart of your business you’d better start putting yourself in their shoes and do better.
Take the time to listen to your customers, for example, use Net Promoter Score (NPS), if you do this you must follow up with the feedback and don’t ignore the feedback - which would be much worse than taking the feedback in the first place. Help to develop the people skills of your team members, be open with your colleagues and learn how to be better.
Ask yourself how you would like to be treated, how you would like your loved ones to be treated, work out ways for your customers to feel like you want them to feel.
Think of some examples of great companies built using customer experience at their core, think of some brands, set your ambitions high. Here are five questions brands need to answer to be customer first in the digital age:
How amazing would it be for people to share their CX with you as their success stories?
"If you want to stand out from the crowd, give people a reason not to forget you." Richard Branson.
For recruiters this is easy, just call candidates back. It’s that simple if someone calls you then return their call, if you arrange an interview for a candidate then give them feedback, it’s not hard. If the news is not positive then be honest and share it, help people to be better next time.
Turn your customer experience into a way of life, create emotional connections and experiences. Drive your growth through repeat customers.