Why delivering authentic customer experiences is important
Research by the Institute of Customer Service (ICS) suggests that the highest performing organisations are most likely to see customer service as integral to their business performance and to proactively seek ways of measuring its top and bottom line impact.
Customers are seeking more personalised, authentic and relevant experiences.
Mass marketing, or a one size fits all customer experience, deliver diminishing returns and dilute customer relationships.
Joanna Causon, Chief Executive of the Institute of Customer Service (ICS)
My book and this website focus on helping you consistently deliver experiences that WOW your customers so you can
create a loyal customer base that purchase more of your services, more often.
Failure to deliver an authentic customer service can result in…
A loss of reputation
Shrinking profits
Low staff morale
Increased staff turnover
Increased client attrition
Higher recruitment costs (employees and clients)
Reduced organic growth
Loss of up-selling and cross-selling opportunities
Wasted time, effort and money
One client put it in a nutshell: When we get it wrong we’re handing our customers to the competition on a silver platter.
Wow them!
You deliver a WOW by going the extra mile, exceeding your client's expectations and delivering more than you promised. These experiences are pure magic and memorable for the right reasons.
Put my 7 principles into practice and you'll develop sustainable and productive relationships with your customers that will transform them into massive fans who love what you do for them, are happy to refer you to their friends, family and colleagues and keep coming back for more.
Click the button to book a complimentary initial consultation and discover
how you can develop experiences that will create a loyal customer base
who want to buy more of your services, more often.
