In a recent Forbes/Gartner survey, C-level executives were asked about their most pressing business issue. Of 50 choices the #1 answer was “retaining and enhancing relationships with existing customers.” Execs ranked taking care of customers higher than reducing costs or even planning for future growth. Maybe that’s a sign of the times; when things get tough you’ve got to hold on to what you’ve got before pushing new offensives.
This ranking matches what I have been seeing during my monthly customer and prospect visits. Consumer-focused firms recognize that differentiation based on product capabilities and low prices is illusive. The only form of lasting and profitable differentiation comes from how you take care of your customers.
Helping companies take care of their customers and provide the very best possible experience is my number one focus. I spend a lot of time meeting with clients and prospects, and learn something new about the customer experience in every meeting. This blog will explore what I know, hear, learn and think about customer experience…so, welcome. I look forward to hearing your thoughts as well.
How important is customer experience to your organization?
September 4, 2008 at 10:27 am
Greg, your right. Its all about customer service to the existing customer as a vehicle for more customer service. I think many companies don’t see the direct relationship between ongoing customer service to existing customers and reeling in new customers. Customer references are the first step. Happy customers can’t help tell others about vendor services. Rightnow is certainly one of the top vendors when it comes to serving the customer. Great to see you get this blog up and running. What’s next, a podcast? Go Greg!
September 4, 2008 at 10:35 am
I agree that customers feeling they are taken care of matters more than price points and stat sheets alone. Consistent customer relations has been the key to a returning customer vs one who drifts away. If the customer feels you are separating yourself from their communications they’ll soon separate from your business for future projects.
Looking forward to seeing what advice this blog has to offer.
September 4, 2008 at 1:29 pm
A delight to see you starting up this blog. I agree, building great product is not all it takes to build a great reputation. Customers want to know that they are heard and that we appreciate the pressure they are under. RightNow gets it. We have embarked on new round of customer experience initiatives, none more important than going out and sitting down with them and listening before we act.
Mike
September 17, 2008 at 11:30 am
Greg- Those of us in the CRM/CEM space have always known taking care of customers is top priority. I wonder if, in your visits you are hearing that folks are ready to take real action and put their money into this aspect of their business? Glad to see a leader in the CRM space addressing this issue, its not all about technology, its about a strategy and culture focused around customers- good to see you agree!