If you’re frustrated at these situations, or at the fact that customer experience isn’t top-of-mind for everyone in your organization, you are not alone!
As a marketing and customer experience leader at Discover, Humana, McDonald’s and two B2B companies, I saw those same issues first-hand. But I learned how to be successful in all of those roles by focusing on the one thing that matters most — the customer. In every meeting, I was known as the guy wearing the “customer hat,” thinking through business problems from a customer experience lens.
Without customers, there is no business; but with happy customers, the business thrives because people stay longer, spend more, and tell their friends and colleagues.
I found simple, practical, and inexpensive ways to improve the customer experience, and then I watched as customer satisfaction scores vastly improved and brand sentiment on social media became more positive. At Discover, we even won the coveted J.D. Power Award for Customer Satisfaction for the very first time under my digital leadership.
In short, I became The Experience Maker™ at my company.
The good news is that since I’ve been in the trenches, I can save you loads of time and frustration by teaching you how to become The Experience Maker™ at your company.
Stop waiting for things to improve on their own. We both know that is unlikely to happen.
CX Coaching is the catalyst you’ve been looking for to take your company’s customer experience to the next level. So stop constantly selling and start focusing on your existing loyal customers who will stay longer, spend more, and tell their friends!
Competing on price is a loser’s game — just ask the local gas station with a competitor across the street. And competing on product is nearly impossible — just ask Uber, the classic innovator which was then copied by others. What’s left? Customer experience.
The good news is that customer experience is delivered by your company’s human beings, and because they are unique, your experience can be unique too.