I know: you don’t want to be thinking about these things. You already have too much on your plate that adding Customer Experience to the stack feels like things are going to tip over. But, here’s why we think you should listen.
By 2020 customer experience will take over price and product as the main differentiator.
67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain.
89% of businesses are expected to compete on customer experience alone by 2017.
Our client John didn’t believe us either, but now thanks to his improvements in customer experience John’s attrition rate is 20% higher than it was last year – that’s equal to thousands of extra dollars in income – and he’s receiving 3X more referrals that he used to. What did he do differently? John created a system for consistent client impact that kept his clients happy, engaged and feeling pampered.
As the Nobel Prize winning Economist Simon Herbert so eloquently put it: “What information consumes is rather obvious: it consumes the attention of its recipients. Hence a wealth of information creates a poverty of attention.”
What does this means in layman’s terms? It’s time to unplug and connect on a human level. Your clients don’t want another email, newsletter or mailer. They want something of value that will impact their lives and their relationships. John would send his women clients Pamper Yourself gifts in February and his male CEOs a cool shaving kit for Mo-vember. Did these have anything to do with his business as an IT consultant? Absolutely not. But it made his clients feel special and above all, human.
Your Challenge: Choose three relationships that you believe are worth investing in and send them a card or a small gift. Follow-up with a phone call a week later as an excuse to check in.
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