How to Create the Best Customer Experience!
If you want to reduce your advertising spend and increase your revenues and profits, all while increasing customer retention and employee satisfaction, you must focus first on providing a great customer experience for every customer, every time.
This is the only book you or anyone in your organization will ever need to quickly transform your company into a CX Juggernaut!
Ridiculously Simple Customer Experience
How to Quickly Build and Maintain a CX Juggernaut
“What’s a CX juggernaut?” you ask.
We think the simplest way to explain this is to point to Chick-fil-A. Chick-fil-A is a CX juggernaut.
Despite being closed on Sundays and despite the constant calls for boycotts because of stances on controversial issues, the average Chick-fil-A restaurant earns more revenue per year than the average Wendy’s, Burger King, KFC, and Subway… combined!
The benefits are clear: pleasing the customer – that is, creating a great customer experience (CX) – leads to greater revenue and profits, while reducing marketing and other costs. Moreover, CX done right increases employee satisfaction – reducing negative turnover and freeing up your frontline managers to lead instead of being caught in the never-ending cycle of recruiting and hiring.
Chick-fil-A is Customer-First
Plus, when you’re a CX juggernaut like Chick-fil-A, everything about you is perceived to be better than the reality. More importantly, perceived to be better than the competition. No offense, but Chick-fil-A makes a very good chicken sandwich. It’s fried chicken on a bun, topped with two pickles. It’s not the best, though because of their commitment to a customer-first strategy, it is perceived as the best by their raving fans.
Chick-fil-A is a customer-first company, and it shows in everything they do.
Without customers, you don’t have a business. And even if you’re fortunate enough to work for or run an organization that enjoys a monopoly (think: power companies; public schools; etc.) or an oligopoly (think: airlines; telecom; etc.), you can still benefit from employing a customer-first strategy. Working to ensure great customer experiences gives you increased pricing power while lowering certain employee costs (think: reducing turnover and the need to staff an ever-growing customer service department).
The Only Customer Service Book for Everyone!
This book was written for everyone in any organization that has customers. That is, it was written for those in both the public and private sector; and for everyone in these organizations. From the frontline, customer-facing employees to the CEO and board of directors.