What type of stories are being told about you?

It won’t come as a surprise that if you meet or exceed expectations and have a seamless and hassle free experience you’re likely to create a positive story and repeat business.

Time and time again I have seen that the customer experience correlates strongly to the most common loyalty metrics, including the willingness to buy again and recommend others (NPS).

The correlations are so strong it’s likely that nothing else you do matters!

Remember, if you want to change the stories your customers are telling you first have to change the experiences.

How do your customers perceive their interactions with your company?

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