Greetings!
I wanted to share with you some of our most popular articles over the past month + some new resources to help you improve your own customer focus skills and help instill this organization wide.
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| Customer Metrics: Measure what matters most to customers |
As business leaders we tend to pay a lot of attention to the metrics important to the business, that is, revenue, cash flow, profitability, growth and so on... but the real drivers of these business outcomes are customers.
So the obvious question becomes what customer metrics should I be tracking to make sure my business metrics continue to head in the right direction?
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| Why most companies don't deliver great customer experiences |
We are all customers and we know what a great customer experiences feels like. We also know that a great customer experience influences our behavior, we want to talk about it with friends and we feel good about doing business with the company that provided it.
We know all this and yet we see time and again examples of poor experiences, just like this Range Rover customer above taking revenge on the company that clearly did not create the right car ownership experience. Why does this happen?
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More FREE Customer Focus Tools
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We have added more tools for marketing, customer service and customer experience professionals including: - Active Listening Exercises - Detailed Customer Value Analysis Spreadsheet Coming soon: - Value Proposition Evaluation Template - Ideal Customer Template |
Sincerely,
Chris Brown
CEO
MarketCulture Strategies
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