Customer Experience First

Simply satisfying your customers prevents your business from reaching it’s full potential…

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If you think that satisfying your customers is enough you would be wrong

Customers want more than just satisfaction guaranteed…

Do you think your customers are satisfied with your business?

Is customer satisfaction enough for the success of your business?

Simply satisfying your customers will not deliver the success you want for your business…

Satisfying your customers is not a recipe for success but an expensive recipe for business disaster…

If you asked your customers about your business, what would they say?

Make time to do more than just satisfy your customers

Why risk the success of your business by just satisfying your customers…?

Loyal not satisfied wins the race for the future of your business

How do you aim for loyal customers rather than satisfied customers?

What holds most businesses back from creating hordes of loyal customers?

Creating hordes of loyal customers (raving fans) requires more than just customers’ satisfaction…

Because you want your business to be successful you need to create hordes of raving fans…

To ensure your business success you must build hordes of loyal fans…

What happens to the success of your business when you create loyal customers who come back time and time again?

Make your customers loyal by making your business more than satisfactory…

Look after your staff and you look after your business

How do you get your staff to give your customers the VIP treatment?

Because you care about the future of your business, treat your staff like VIPs

Learn from the Ritz Carlton the importance of treating your staff as internal customers

Make the working experience a positive one for your staff and grow your business

Make your staff entrance as impressive as your customer entrance and your staff will lead the growth of your business

When you treat your employees like VIPs, it sends a message of how customers should be treated

Make your staff as important as your customers – The Ritz Carlton lead by example…

Are your customers satisfied or amazed by your business?

What happens to your business when you become obsessed about creating a culture of customer amazement

Make customer amazement an obsession within your business…

Lead by example and get your team to become obsessed with delivering amazing…

If your employees receive an amazing experience how do you think they will treat your customers?

Transform your business success by transforming the culture of your business.

Put your ‘sole’ into your business just like Zappos the leading shoe manufacturer did…

Learn what the ladder of customer care can do to the bottom line of your business

Take steps up the ladder of customer care to ensure the future success of your business

Climb the ladder to success by removing the uncertainty from your customers’ experience

Transform the success of your business, like Zappos did by taking the right steps to delivering an amazing customer experience

Time to follow the example of Zappos and lead from the front with a consistent customer experience

You risk your business when you fail to identify the customer touch points…

What effect do impact and touch points have on the success of your business?

How do you ensure the touch points and impact points you have with your customers are having the right effect?

Start making the experience of your customers much more than the moments of customer contact…

Are you ready to take the ‘culture of amazement’ next steps in your business?

Why risk the success of your business by not constantly reviewing your touch points and impact points…

Build an army of raving fans by aiming for consistent customer loyalty

What happens to your customers’ experience when your people are energised and excited about making a contribution to your business?

Never underestimate the power of your people…

Be the inspiration your team need to build a culture of customer amazement in your business

4 steps to help your customers’ experience be anything but satisfactory

Be better than your competition by delivering a better-than-average customer experience…

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1. When you started your business, you had a business plan and goals in place to make your business successful…
…and probably the most important one was to attract and win lots of customers.
Indeed, without your customers you would not have a business!
But are your customers just satisfied by your business?
Click here to learn why just satisfying your customers is not enough…

2. If you asked your customers are they satisfied with your business what do you think they would say?
Research suggests that between 60% and 80% of customers who describe themselves as simply satisfied by a business they have used, fail to use that business again!
Click here to learn how to ensure your business succeeds by doing more than just satisfying your customers…

3. Step into your customers shoes for a moment and ask yourself how satisfied you would be as a customer, doing business with you…
To guarantee the long-term success of your business you need to aim higher. Instead of aiming for satisfied customers, aim for loyal customers. Click here to learn how…

4. You win new customers when you have hordes of raving fans… and your business will grow from strength to strength. Click here to learn how to create a loyal base of raving fans who will ensure the future success of your business.

5. Getting the job done is clearly crucially important in any business and often with little thought to the experience of the customer. Harsh but true…
However, when you and your staff make the customer experience an obsession, you grow your business - thanks to a band of loyal customers… Click here to learn how…

6. Click here to read 2 stories about 2 very different companies who changed the fortunes of the businesses dramatically when they created a culture of customer amazement and made the experience of the customer the most important focal point to their people.

7. Keeping customers happy and coming back to you again and again is one of the most basic ingredients for the long-term success of your business. Your customers expect much more than happy… …they want to be wowed. Click here to learn the affect to your customers and your business when you amaze them!

8. In his book ‘The Cult of the Customer’ Shep Hyken points out clearly:
“a customer focused culture has to include everyone – all leaders, all employees must be on board”.
Click here to transform the success of your business by creating a culture of customer amazement.

9. Your job as a business leader or manager is to reduce the uncertainty in your business and in your customers’ experience.
Click here to learn that when you start reducing uncertainty you build a culture of customer amazement.

10. Zappos, an online shoe retailer, are a perfect example of the total involvement and ownership of the entire team in the culture of consistent customer amazement.
Click here to learn how Zappos dramatically improved the performance of their business by ensuring every member of the team was focused on delivering an above average experience for the customer.

11. Every time a customer comes into contact with your business, no matter how long that contact is, they will form an opinion.
And we love to form an opinion!
Click here to learn how these touch points and impact points can make or break your business.

12. Click here to learn what would happen to your business if you seriously looked at your touch points and impact points (the moments your customer comes into contact with your business, directly or indirectly) and upgraded and improved each one on a regular basis?

13. To give yourself the edge over your competition customer satisfaction is not enough.
To grow your business successfully customer satisfaction is not enough. Click here to learn why your business success depends on you aiming for customer loyalty…

14. Customer loyalty comes from looking after your customers experience. Click here to read 4 suggestions from Shep Hykens book ‘The Cult of the Customer’ that are certainly worthy of notice.

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14. Customer loyalty comes from looking after your customers experience. Click here to read 4 suggestions from Shep Hykens book ‘The Cult of the Customer’ that are certainly worthy of notice.

Blog Posts

BLOG 1 – Why just satisfying your customers could be a recipe for business disaster…

When you started your business, you had a business plan and goals in place to make your business successful…

…and probably the most important one was to attract and win lots of customers.

Indeed, without your customers you would not have a business!

But, if you asked your customers are they satisfied with your business what do you think they would say?

And in the competitive world we live in today, is simply satisfying your customers enough?

The simple answer is no!

Research suggests that between 60% and 80% of customers who describe themselves as simply satisfied by a business they have used, fail to use that business again!

So, what is clear is that if your business strategy to get and keep customers is built on just satisfying them then your business will not achieve what it could…

Aim higher!

Instead of merely satisfied customers, aim for loyal customers

Loyal customers will make your business grow

Loyal customers will make your business more successful

Loyal customers will give you the edge over your competition

Click here to learn how to create loyal customers and transform the profits of your business.

BLOG 2 - Turn your satisfied customers into raving fans…

Step into your customers’ shoes for a moment and ask yourself these questions…

If I were a customer using my business would I be happy with being simply satisfied?

Would satisfaction mean that I would come back again and again?

And would I refer my business to other customers?

If the answer to these any of these questions is no, then your business is at serious risk…

Instead of aiming for satisfied customers, your business needs to aim for loyal customers.

Loyal customers will buy from you again and again and give you excellent reviews.

Loyal customers who will recommend you to other customers and actively promote your business.

Just like Apple, Amazon, Starbucks and every successful business, you will secure consistent success when you generate the holy grail for your business – hordes of raving fans!

Raving fans will consistently buy from you and will avidly recommended you and your products and services.

You win new customers when you have hordes of raving fans… and your business will grow from strength to strength.

Click here to learn how to create a loyal base of raving fans who will ensure the future success of your business.

BLOG 3 – What happens to your business when you treat your staff like VIPs?

Getting the job done is clearly crucially important in any business and often with little thought to the experience of the customer. Harsh but true…

However, when you and your staff make the customer experience an obsession, you grow your business - thanks to a band of loyal customers…

But how can you create this culture of always considering the customer experience first?

Here are 2 examples of businesses creating a customer experience first philosophy…

The Ritz Carlton were asked to manage the take-over of an existing hotel in Shanghai. The hotel needed extensive renovation, but with a project like that where do you start?

The manager started with the employee entrance.

This sent a clear message to the staff of how much they were valued to Ritz Carlton.

Their staff or internal customers (as they are called) were treated like VIPs, and this meant that they treated the external customers like VIPs too…

Wainwright Industries was a business losing money until the chairman became obsessed about creating a positive and enriching experience for his people, he became obsessed about ‘people first’ and in turn created a culture of customer experience obsession within the business, growing the sales of the business to more than £70m.

Click here to learn that when you treat your staff like VIPs and create a culture of customer obsession you can energise your people into massively affecting the success of your business.

BLOG 4 – Are you operating a business obsessed by customer amazement?

Keeping customers happy and coming back to you again and again is one of the most basic ingredients for the long-term success of your business.

Your customers expect much more than happy…

…they want to be wowed, shocked, have something happen that is unexpected…

In short, they want to be amazed!

So, the pressure is on you and your team to amaze your customers, to ensure that you give them an unforgettable customer experience…

To truly achieve this, you need all your people on board.

In his book ‘The Cult of the Customer’ Shep Hyken points out clearly:

“a customer focused culture has to include everyone – all leaders, all employees must be on board”

And Hyken goes on to show through the success stories of Ritz Carlton and working with companies like Avis and Caterpillar that you have no hope of consistency, confidence or loyalty unless all your people are on board with your customer experience obsession.

Hyken suggests you aim for a modest goal:

“creating customer confidence and extraordinary loyalty by creating a consistently above-average customer experience”

He calls this ‘the culture of customer amazement’.

Click here to learn how to generate loyal customers by creating an obsession with the customer experience in your business…

BLOG 5 – How do you elevate your customers from uncertain to amazed?

It’s true that most of us, whether employees or customers, live within a culture of uncertainty.

As a customer you are uncertain of the quality of the product or service you are going to get, the delivery time or the payment schedule.

As an employee you are uncertain about the tools and the training you are given to deliver consistently above-average experiences to your customers…

Uncertainty leads to an inconsistency of customer experience.

Your job as a business leader or manager is to reduce the uncertainty in your business and in your customers’ experience.

When you start reducing uncertainty you build a culture of customer amazement.

Zappos, an online shoe retailer, are a perfect example of the total involvement and ownership of the entire team in the culture of consistent customer amazement.

According to Zappos founder and chairman Nick Swinnmum, getting all your people involved is crucial:

“You need as many eyes, ears and hands working towards the same goal for themselves, not for someone else”

This meant that the Zappos employees where delivering this above-average customer experience because they wanted to, not because they had to.

Swinnmum removed the uncertainty and inconsistency and moved his business into a culture of consistent customer amazement.

This change transformed the profits of Zappos…

So how do you start building this culture of consistency in your business?

First you need to know how inconsistent your business is…

In his book ‘The cult of the customer’ Shep Hyken suggested you take your business up the ladder of customer care…

Click here to find out more about this ladder and how to create a culture of consistent customer amazement in your business.

BLOG 6 – How much attention do you pay to the moments that matter to your customers?

Every time a customer comes into contact with your business, no matter how long that contact is, they will form an opinion.

And we love to form an opinion!

To ensure your customers’ experience goes from satisfactory to amazing you must take control of the impact and touch points.

So, what are they and how can you influence them?

Touch points are contact with the customer, a phone call, a face-to-face meeting or an online chat, these are all front-line interactions.

Impact points are the events which occur behind the scenes, the out-of-sight moments, like a baggage handler moving your luggage, a chef preparing your food or the packing of the item you have purchased. You don’t see these people but their treatment of you as a customer will have as much effect on your opinion as the people you come into contact with.

It’s a combination of the front-line touch points and the behind-the-scenes impact points that create the customer service experience.

What would happen to your business if you seriously looked at your touch points and impact points and upgraded and improved each one on a regular basis?

Alternatively think about the effect ONE interaction with an employee who is having a bad day can have.

I’m sure you’ve been on the receiving end of this at some point, the obnoxious sales staff, the unhelpful waiter, the delivery person who would not help you with a parcel…

What sort of opinion would this customer touch point create?

Launch a customer amazement revolution in your business by creating magical moments for your customers, click here to find out more.

BLOG 7 – Are your ‘ladies and gentlemen’ serving ladies and gentlemen?

To build an army of raving fans customer satisfaction is not enough.

To give yourself the edge over your competition customer satisfaction is not enough

To grow your business successfully customer satisfaction is not enough

You must aim for customer loyalty…

Customer loyalty comes from looking after your customers’ experience.

An experience that needs to be keenly seen to be front and centre by all of your people.

An experience that must be better-than-average, better than the competition and leave the customer coming back to you again and again and recommending you to others.

In fact, your customers need to be AMAZED!

So how do you do that?

Here are 4 suggestions from Shep Hykens book ‘The Cult of the Customer’ that are certainly worthy of notice:

Begin by assessing your business’s level of customer uncertainty or amazement.

If you don’t know your strengths and weaknesses you won’t know where to start, once you know how inconsistent you are, you can start building a culture of amazement.

Have ‘Customer Experience’ improvements show up as an agenda item every week for everyone in your business.

You show your dedication and commitment to improving your customer experience when customer touch points and impact points are discussed in every team and operations meeting.

Work out with your people the key customer touch points and the key customer impact points.

Help every member of your team to see how connected they are with your customer touch points and impact points and the effect they have on the customers’ experience. Then together you can work on a programme of refinement and constant improvement.

Work out your internal ‘Customer Experience’ mantra for your business.

Ritz Carlton’s was ‘ladies and gentlemen serving ladies and gentlemen’

What would yours be? When you adopt a mantra that represents the culture of your business you can all work together to deliver an amazing experience for your customer.

Click here to learn how to make all 4 points work for you and create certainty about the future of your business.

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