Customer-centric Management Focus
Few organizations take the time to actually “script” the way their customers experience their brand. This is a huge mistake. By crafting the experience, you gently guide the customer on the path you want them to take, while reinforcing your brand value proposition to them. Ultimately, this leads to higher sales, higher satisfaction, and higher customer loyalty.
Most organizations focus on internal processes and controls that safeguard their assets. By ignoring or not paying attention to every aspect of the experience, from the customer’s perspective, they are missing out on potential sales and profit.
By looking at each and every interaction that a customer has with your brand, and making it consistent and positive, you immediately differentiate yourself above any competition. You are able to set the bar for others to follow.
On average, organizations that take this approach realize an immediate 20% increase in sales. This does’t take into account the positive effect on employee satisfaction and reduced errors that destroy margins and profitability.
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