Orangeville, ON (James Doan) Robert Richman, author of The Culture Blueprint stated, “You can’t demand culture. The best organizations build culture from within. Great culture is built by engaging your team through thoughtful discussions, not by issuing edicts.”
Consider what NY Times Bestselling Author, Jay Baer believes. “Globally, we spend $500 billion on marketing each year, and $9 billion on customer service. This is despite the fact that we know that customer retention is the quickest way to profit growth. Smart companies are starting to embrace the notion that customer experience and customer service IS the new marketing, as Walker research says that by 2020 customer experience will be more important than price for B2B purchasers.” Baer covers these topics with great detail in his book, Hug Your Haters.
The fastest way to grow your business is to NOT lose existing customers. Customer Service has become a spectator sport. Top companies realize that online customer complaints spread like wildfire. It is vital to invest in a big way on customer experience. Customers, in fact, will pay a bit more for an incredible experience.