Pillar #1: CUSTOMER FOCUSED LEADERSHIP
64% of companies with a customer-focused CEO believe they are more profitable than their competitors
The secret to increasing profitability hides in “how” transformational leaders manage the challenges of leading others to greatness.
To win the customer and increase your market share, you must prioritize employee engagement, customer experience, and operational excellence.
Pillar #2: CUSTOMER CENTRIC CULTURE
Engaged employees yield 89% greater customer satisfaction and 50% higher loyalty
The secret to delivering an “amazing” customer experience hides in “how” you treat your people; personally & professionally.
To attract prospects and keep customers, you must provide a supportive environment where your people can grow. (i.e. team, employees, volunteers, interns).
Pillar #3: CUSTOMER JOURNEY EXPERIENCE
80% of companies believe they give superior service but only 8% of customers agreed
The secret to increasing loyalty hides in “how” you treat your customers; before, during, immediately after, and long after the sale.
To increase repeat revenue, you must intentionally exceed customer expectations – “amazingly” and “consistently” well. (You are usually wrong about what your customer wants)
Pillar #4: CUSTOMER OPTIMIZED OPERATIONS
85% of failure to meet customer expectation is a deficiency in process, not in the employee
The secret to “consistently” delivering an amazing customer experience hides in “how” you treat your business; internally & externally.
To achieve effective, efficient and consistent results at every customer touch point, you must have optimized processes & systems in place for your people to follow.