Google “customer experience and profitability” and you will get 6.6 million results in less than a second. Search results include articles such as “Angry Customers Cost Companies $5.9 Trillion” (Bloomberg Business, October 2013), “How to Keep those Bad Stories from Leaving the Starting Gate” (Forbes, April 2015) and “The True Cost of Not Meeting Your Customer Expectations” (Inc., April 2015).
A decline in return customers and new buyers indicates an underlying issue with the quality of work. Your company is fortunate if there are customer complaints, because more often than not, customers will remain quiet and go away.
A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people.
– White House Office of Consumer Affairs
When Customer Experience Suffers
All successful businesses have loyal customers. The question is whether this crucial asset is declining or increasing. You cannot afford to have a growing community of dissatisfied customers, either silent or outspoken. The cost will be your reputation.
When it’s declining it means the customers and employees are not tuned into each other and critical needs are not getting met. It can become a downward spiral.
Companies typically respond to customer complaints with some form of workforce education and motivation to improve the teams, which achieves positive results, but only initially. The results decay as people return to their old habits. At its worst, it goes downhill from there because of the added weight of disappointment after a valiant effort fell apart.
The Alternative: A Virtuous Cycle
Reliability and a high standard of excellence are the strongest predictors of customer satisfaction. Executive leadership that promotes reliability and integrity in conduct as well as product will always have the edge in the competition for customer loyalty.
Customer experience, team performance, and business processes work together to drive a company’s success. When aligned, these drivers generate customer enthusiasts, improve productivity, and maintain the highest quality of output. At the optimal level, the company experience expands its competitive edge.
To get and stay there, we help you optimize your customer experience, team performance, and business processes. Together, we create a Virtuous Cycle where good relationships and alignment within the team facilitate smooth business processes and the highest quality output. You know it’s working because customer relationships, team performance, and business processes work together smoothly.
Our approach creates sustainable results. We help you reach the highest level of success by uncovering the root causes of any decline. Our collaborative cycles of evaluation, re-design, and implementation, with real time feedback systematically keeps the focus of employees on the customer experience.
Alignment of teams with the company’s vision and values, and high caliber, streamlined business processes elevates your customers’ experience. We apply the business version of The Golden Rule: Do unto others as you would have others do unto you. In business, team members pass onto customers the company style of interpersonal experience. Positive, value-driven relationships carry over to interactions with your customers. Customer relations always improve as the level of team alignment rises.
We invite you to contact us.
Share your vision of success. Explore how we can work together to achieve it.