On a recent article we discussed and asked for input on the topic of delivering superior Customer Experience.
The sad truth being, that while 80% of companies believe they are delivering a superior customer experience, only 8% of their customers say that the superior customer experience has been ever delivered by them.
We mentioned that there are tons of proof, that delivering superior customer experiences is a key growth driver for any business. There should be no question in ones mind that exceptional customer experience is not only the way for sustainable, but also for exponential growth. In every situation, and in every field.
If you are still hesitant, there is one card we haven’t shown. One card that makes even the most sceptic of people to believe that one should always aim to provide exceptional customer experiences. That is the happiness/revenue/sex equation.
If not for the sake of business, then for the sake of you and for me.
This is the happiness/revenue/sex equation:
Superior Customer Experience = Increased Revenue,
Superior Customer Experience = Happy Customers,
Increased Revenue = Happy Managers,
Happy Customers = Less Stress,
Happy Managers = Less Stress,
Less Stress = Longer Life,
Less Stress = Better Sex,
Better Sex = Happier People,
Increased Revenue = Happiness = Superior Customer Experience = Better Sex = Longer Life.
Superior Customer Experience = Better Sex for a Longer time.
If nothing else convinces you on the importance of customer experience, this should.
Believe it. Live it. Do it. You can always try to prove us wrong.
Zappos and their CEO Tony Hsieh have been one of the forerunners of publicly evangelizing the importance of customer experience for business performance. There’s also very strong and well documented evidence, that shows a great customer experience is one of the key revenue drivers for sustainable and often accelerated growth.
Still, even if all CEO’s at your dinner table would acknowledge and agree upon this importance, not much of the superior customer experience is been actually delivered.
Sadly, many, if not most, companies assume they are consistently giving their customers what they need. More often than not, they’re lying to themselves.
As much as 80% of companies believe they are delivering a superior customer experience.
Only 8% of their customers say that the superior customer experience has been ever delivered.
Do you really know what kind of customer experience your business is delivering?
What is the face Your customer is making to Your service?
Or do you just trust your gut feeling like the rest of the 80%?
Would now be the time to make business decisions based on facts not fiction?
Lets not let the 8% stay there. Lets make the world a better place for both the customers and the businesses.
Superior Customer Experience = Increased Revenue.
Do you have any tools, resources or insights on how the gap on delivery and blind subjectivity could be closed? Or do you know of a company constantly giving You exceptional customer experiences? If you do, please share them on the comments. Lets try to get the 8% to 12% (or is that overtly ambitious of me).