If I was to ask you what your number one priority is, what would you say?
Would you say – Profit? Margin? Growth?
Well, we would always say Customer Experience is our number one priority. Without that, you really don’t have a sustainable business. And it’s always nice when you read a report which re-emphasizes the importance of Customer Experience.
But I have been a fan of them for a few years now, and when sailing home (obviously, I mean flying, but that would go against the brand – so bear with me!) from a recent client meeting in the Middle East, I indulged in reading a number of their excellent special reports, though one of them really did stand out.
According to one of their recent surveys – 75% of business leaders from companies surveyed stated that “Improving Their Customers’ Experience” was their number one priority. I should also add that the number two priority was hiring and retaining top talent – fortunately we are very lucky to have Eugene and all of his years (and we are getting close to three figures) to do that for us!
But in all seriousness, if you can master your customer experience – everything else should follow? If you know what the customer wants from you, what the customer currently thinks of you, and how you are performing against the customer’s expectations – everything else should follow?
If you are unsure of this, and I can assure you won’t be alone, get in touch. Of course it is easier to ignore it, and not face those awkward questions, but this is something we specialise in and something which you really can’t live without.
We will also be running a free to attend workshop in Manchester city centre later this year on Customer Experience and Agile Decision Making, and if you are interested in attending please email Niki to be added to the Guest List – firstname.lastname@example.org