A customer is a company's number one asset. If we don't treat customers like our best asset, we will lose them. The customer who leaves without telling why they've left is dangerous. Sometimes customers will let you know exactly why they left, but most of the time, customers just leave, and you don't know what you did.

The leaky bucket

Some businesses are only focusing on getting more customers, but once the customers are there, companies don't spend anything to keep them.Customers can leave for multiple reasons:<ul><li>We've over-promised but can't deliver on our promises.</li><li>The rest of the organisation is not delivering the kind of experience the customer wants.</li></ul> Because you end up acquiring three customers to keep one, that one customer becomes much more expensive.

Focusing on the customer leads to profitability

When you become WISE to customer experience, and people start sharing about your brand, you have to become WISER than the competition. The R stands for responsive. When people talk about your company, you need to be part of that conversation, especially on social media. Responsive is about answering questions, responding to compliments and handling complaints.

Becoming WISER

Becoming a customer of your own business means going through the process you're asking customers to go through. When you go through the customer experience, you may find processes that are confusing, difficult or may break. You'll never find this unless you do it yourself.

Become a customer of your own company

A remarkable customer experience can be your best marketing and sales strategy. A company needs to have a centralised customer experience department that focuses on the entire journey from above and can see all the transactions and the ups and downs of the journey. Then try to improve the customer's experience.

The customer experience department

Customer experience does not have to be a year-long, multi-million-dollar process. It can be a series of little things. If you notice and deal with the little things, to get rid of the pain points and customer irritations and make them better, you're transforming the experience.

Customer experience can be simple

When customers talk about their experiences, it is more authentic than other advertising. At the heart of remarkable customer experiences is the WISER model:<ul><li>W - witty. It is about being clever, refusing to be boring and using language to your advantage.</li><li>I - immersive. Ensuring that the entire customer journey is consistent and fluid.</li><li>S - shareable. It is about intentionally finding places in your experience where people will want to share. </li><li>E- extraordinary. It is about being better than ordinary.</li></ul>

Get customers to share their experiences

Many companies experience the leaky bucket phenomenon. They spend all their energy acquiring new customers but neglect them as soon as the deal is done. Investing in your customer experience can be your best marketing and sales strategy.

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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