Strengthening customer experience leads to financial payoff
Do you see a tradeoff to profits?
Look again. We know that every customer experience starts with a person who has a need, desire, or problem they would pay money to solve. If, and how well their need is solved determines the level of success for your customer -- and financial performance for you.
Imagine the customers that drive sustainable growth for your organization. Their experience is what happens, and how they feel as they:
- Realize a need,
- Learn about options to solve it
- Try them out,
- Buy, then use a product or service to
- Solve their need, and
- Evolve to another need over time.
What gaps and opportunities do you see? Your customer experience might not be one you’ve planned, or even want. Yet from your customer’s point of view it defines you. And its effectiveness is linked inextricably to your financial performance.
Work, results, and research-based evidence
As line managers, executives, consultants and researchers we have developed and tested our approach to customer experience. Long before the phrase “customer experience” became a common part of our business lexicon, we learned why knowing what you solve is more important than what you sell. We learned how to define a target experience and translate it to something that anyone across an organization can use to make the smartest daily decisions.
We know that leaders who use customer experience to drive marketing, service or sales actions reap some performance reward, but those who use a target experience to drive decisions across the organization reap the greatest success.
Our national research with corporate executives has proven that a well-defined customer experience is fundamental in meeting and exceeding profit targets.
Strengthening performance takes clarity about the ideal, or target experience that:
- Unites what your customers want solved, with
- What you can execute better than anyone else in your marketplace, plus
- Smart decisions about brand, products, operations, capital investments, and talent.
We’ve helped leaders across industries, in business-to-business and business-to-consumer settings. We’ve created alignment among the ideal experiences of diverse stakeholders. Our operating model provides a way for you to grow and profit, using your customers and their experiences to drive your decision-making.
You already have a customer experience
Did this headline make you smile...or grimace?
Customer Experience in Context is our 2-day, hands-on, interactive change lab. You’ll diagnose the gaps and opportunities between the experience you have and the one you want, and then create the action plan to make the leap.
We literally wrote the book on customer experience applied to financial performance. Partner Linda Ireland’s book has earned kudos for its simplicity and usefulness.
“This model is so clear and actionable. I can see the experience our customers have today and what we can do to create a target experience we want. And I also see how our customer experience aligns with our employee experience.”
- CEO medical device company