Is your market share shrinking because of smart, savvy new competitors?
Are you even losing some of your loyal, long-time customers?
Does it take more and more work to create superior customer experiences?
If so, you’re not alone!
Organisations are falling over themselves to be more customer-centric and delivering superior customer experiences. We’ve evolved from just customer satisfaction to customer delight and now customer experience. But in our always-on, mobile, instant-access world, this is becoming more and more difficult.
That’s why I’ve created this program, Customers On Your Side, so you can understand how your customers have changed, learn how to engage them by bringing them “inside” your business, and create an action plan to be more customer-centric in 90 days.
What is Your Customer’s Experience?
To be truly customer-centric, bring your customers inside your business, so they act like partners. When you get customers on your side, you tap into their diversity, create long-term loyalty, and future-proof your role in the customer journey.
Try this quick 10-question self-assessment to check how you’re doing with bringing customers on your side – just count how many of these you can (honestly!) say “Yes!” to:
- (Yes/No) We ask customers for their advice in product design
- (Yes/No) We regularly incorporate customer design ideas into our products
- (Yes/No) We provide high-quality loyalty experiences to customers
- (Yes/No) We ask customers to invite friends to share these experiences
- (Yes/No) We let customers do some of the work themselves
- (Yes/No) We recognise and reward customers for their participation
- (Yes/No) We have an active community of customers who help each other
- (Yes/No) We encourage customers to share “hacks” in using our products
- (Yes/No) We encourage feedback regularly during our delivery
- (Yes/No) We offer “beta” releases of products to a few key customers
If you were to honestly assess your own business, how did you score?
Most business owners and leaders give themselves a score of 4 or 5. That’s way below the best in the world or even the best in their industry. And if customers are the life blood of your business, that means you’re critically at risk of disruption.