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” you manage the challenges of leading a multi-million-dollar company.
To stave off the competition 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.