During the past 12 months, I was fortunate to be able to complete the Advanced…
No business can survive long term if it does not deliver good customer outcomes!
The key word here is outcomes – every business does, or should be, looking to deliver good outcomes its customers.
When the focus becomes anything else, selling a product or service, making money it all starts to fall apart!
An internal focus destroys good customer outcomes!
Our industry, Finance, is littered with examples of just this! Where the focus shifted from being there for the customer, to making money or improving the return on shareholder funds!
However, it is not just the finance industry that lost focus on delivering good customer outcomes for customers! History has many examples of once great businesses, that floundered because over time, the focus shifted from the customer!
Understanding - The key to a great customer experience!
What does a good outcome look like for your customers?
Listen before offering a solution!
One of the most powerful actions we can take to deliver good customer outcomes is to listen!
Listen not to respond – but to understand!
Every customer is unique. The more we ask questions and deeply listen – the more likely we will be able to provide an outcome they are likely to share!
Build systems to bullet proof the customer experience!
Delivering good customer outcomes should be the objective of every business. When the overriding objective becomes something else, selling products or services, making money, customers pick this up at light speed, begin to disengage and look elsewhere!
It is also not a “one off” exercise, as customer needs and expectations continually change and evolve. It is however the only pathway for any business seeking to enjoy sustained success and growth.
If you would like to learn more about how The 500 Group is working to deliver good customer outcomes for our clients don’t hesitate to give me a call.