In short, today s demanding customers want a seamless customer experience, and a good one, no matter how they choose to interact with us. Care about Customers and Their Outcomes Customer loyalty and lifetime customer value are two of the key metrics that foreshadow success in the customer economy. You can t build either one if you don t truly care about your customers. Customers aren t just looking for a good deal or convenience. Both consumers and business customers choose to continue doing business with companies that actually care about them as people and as businesses.
Most companies measure and monitor the significant factors affecting their businesses.
But none of these metrics matter to your customers or help you improve your customer s experience in doing business with you. The companies that will be pulling ahead of the pack over the next few years are those that take the quality of their customers experience very seriously. Hone Operational Excellence Customers really notice consistent execution. You should think carefully about what matters to customers, then begin your design efforts by focusing first on nailing operational excellence. Although most businesses are well intentioned when it comes to valuing their customers time, they re not fanatically focused on it.