Surviving the Recession by Investing in the Customer Experience
Times are Tough
- Difficult economy makes it hard for businesses to predict the future, set growth goals.
- We can’t control the macro economy, but we also don’t have to just be victims, floating along waiting for things to get better.
- In these tough times, what can we control?
Current Focus: Passion for the Customer Experience
- The customer experience is more than just good customer service, which is just table stakes in today’s marketplace.
- The customer experience involves every single interaction a customer has with your company – from the first contact all the way through to putting a great product into their hands, on time and with a smile.
- Improving the customer experience involves looking for ways to deliver remarkable interactions at every touch point and figuring out a way to say ‘yes’ to your customers. It is a renewed commitment to putting the customer first.
If You Deliver, They’ll Talk
- If you go above and beyond for your customers, they will tell their friends.
- Referrals are single most effective (and cost-effective) marketing tactic.
- Company growth through referrals is organic, authentic and more permanent; will allow you to survive when things get hard
- By building referrals, you are building loyalty and passion for your business.
Happy Customers = Engaged Employees
- Focusing on the customer experience, instead of just sales will also help you to attract, hire, and retain top-performing employees.
- Nobody wants to work for a company that treats their customers bad.
- Passion for the customer gives employees a sense of purpose and empowerment.
- Encourage employees to look for ways to improve the customer experience.