Leading companies know that customer satisfaction is no longer enough to drive sustainable growth.

Studies have shown that attaining customer satisfaction – simply trying to minimise poor experiences – does little or nothing to drive customer loyalty.

And it makes sense, doesn’t it? Customers expect to be satisfied. But if you really want to create a true brand – a brand that is memorable – then you need your people to go further. You need them to create an Experience. You need to delight them.

Yet management teams spend tens of millions of dollars chasing after something that – when they are customers – they know doesn’t work. This is why customer satisfaction is dead. The Customer Experience is where it’s at. Just ask Apple. Or Jet Blue. Or Ritz Carlton. Or Wells Fargo.

These are just some of the companies that have created a deliberate customer experience design which has, in turn, delivered them above-average shareholder value. Not just for one year. But year-in, year-out, some over decades. Consumer goods, airlines, hotels, banks. It doesn’t matter which industry you’re in – the same truth applies. Customer experience is the new source of competitive advantage.

Check the numbers

Most companies focus on sales and profit margins. Yet, if we were to look at another number – customer turnover – companies on average can expect to lose 50% of their customers every three years.

Reducing defections by just 5% annually can lift corporate profits between 15 and 30%. Yet only a very few companies even measure customer lifetime value. And, as the saying goes, if you can’t measure, you can’t manage.

Business leaders have become master mechanics in siphoning out current earnings, but they fumble for the right wrench when it comes to gearing up for growth

Frederick Reicheld, The Ultimate Question

How we help companies create memorable customer experiences

Talent Technologies helps companies implement memorable customer experiences using the following process:

» We identify your your current customer experience looking Outside-In, through the customers eyes

» We map and share that experience in a way as easy for frontline service personnel to understand as management

» With your teams we co-create the desired customer experience

» We share and cascade that experience at the critical touchpoints using video, in a cost-effective way

» We help you track and manage your company’s Branded Experience both in terms of long-term execution and financially

What you can do now

If you would like to find out more about differentiating your brand through a deliberate customer experience, feel free to contact us via the link below.

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