I was constantly told that I was not going to amount to anything. Challenge accepted! I learned a long time ago that whatever I do, I am going to be the best at it. I know people can talk for miles about how great they are at something, “I do then show” while others “show and never do.”
Since the cost of acquiring a customer is much higher than the cost of retaining them it is essential that we focus on understanding customer experience, development of key experience indicators and our customer’s lifecycle.
Technology seems to be outpacing the need to ensure that customers have an exceptional experience the first time.
When something is fractured systemically our first notion is to repair the fracture. After all, repairing a fracture is a lot easier than getting to the root of the cause.