Your Customer Experience is Your #1 Profit Lever

You Can’t Cut Your Way to Long-Term Success

How do most companies try to  improve their profitability?

They cut costs. They downsize. They measure how much time customer service employees spend fixing customer problems, and get distressed if these employees spend “too much” time dealing with service issues.

These tactics are a short-sighted way to build your profitability.

Your #1 profit lever for long-term success is your customer experience.  

Why?

Because a unified customer experience, with strong Brand Harmony, helps your customers see, with clarity, what you can do for them, and why they should commit to you.

Your customers are busy and distracted. They have more reasons to ignore you than to pay attention to you. 5,000 other companies are trying to get each of your customer’s attention today, and if your customer experience is negative, or disjointed, your customers will certainly ignore you.

So, how is your customer experience?
Are you creating Brand Harmony, or Brand Dissonance?

I’ve asked this question of thousands of executives in my workshops over the years. The average score is somewhere between 6.5 to 7.5 out of 10, meaning that most people acknowledge that their customer experience is not optimal, and has significant room for improvement.

• What are you doing about it?

• What are you doing to improve the experience you create for your customers?

• What are you doing to inspire all of your employees to work together to create experiences of Brand Harmony for your customers?

The companies that are doing these things see results.

Customers love them more. Customers buy more from them. Customers are less price-sensitive.

If you’d like to talk about how you can improve your customer experience, send me a note, and I’ll be in touch.