Recently, I have been repetitively reinforcing the importance of creating exceptional employee and customer experiences. I’ve talked about the economic benefits that the results produce. I’ve also talked about the correlations between leveraging enabled and engaged employees and the impact that it has on net promoter scores and customer loyalty. And thus, bottom line financial results.
Often times, when people think about enhancing employee or customer experiences they mistakenly think that experience enhancement is going to cost them more money.
Nothing could be further from the truth.
Consistently and repeatedly in every industry across the globe I have witnessed that employee and customer experience improvement always coincides with and process improvements and cost reductions.
I have previously written that it is impossible for external experiences to be stronger or better than internal experiences.
That doesn’t mean it takes more time, energy or more financial resources.
When engaged employees consistently do the right thing, the right way, at the right time, for the right reasons, fantastic results follow.
These results include positive impact in areas such as NPS, increase in sales, increase in customer loyalty, and increase in ease of doing business.
So, if you have answered honestly about my earlier question regarding how easy you are to do business with as an individual, as a department, as a division and as an organization, then you have no excuse for not becoming faster, more flexible or more responsive.
It doesn’t cost more. It actually will simultaneously reduce your cost of doing business while making it easier for your customers to get what they want, when they want it.
Let me give you a clue what that is. Fast, hassle free help and answers.
Yes, cost reduction and experience enhancement do go hand in hand.
If you’ve ever needed a business case to become more customer centric, forward this blog to your CFO and your Chief Experience Officer.