Investing in your customer experience

July 30, 2009 by Nanette BrownComments

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Are you looking to cut costs? Consider your customer experience program hands off. Wall Street Journal reports companies with the most satisfied customers are maintianing their competitive edge.

The Wall Street Journal article highlights the high scores from this years American Customer Satisfation Index. Instead of the anticipated decrease in customer satisfaction as a result of the economic downturn, the report some customers are actually more satisfied than before. The article highlights companies such as Comcast and The Cheesecake Factory who have chosen to invest more rather then cut back on their customer experience programs. All of the companies are reporting the investment in their customers are yielding the most significant and quickest returns.

Why Invest In Your Customer Experience Now?

Whether it's investing in a mystery shopper program, IVR, or customer satisfaction surveys, improving your service is the smartest competive move. The Cheesecake Factory chose to improve their customer service rather then offer discounts as a way to stand out from the competition. The results of thier efforts are impressive. Even in a price conscious economy, the value of great service outweighs the cost in the consumer's mind.

Great customer experience is proving to be the best tool for growing and sustaining your business. The investment in your customers has the strongest short-term and long-term returns. Most importantly, it is an investment which will build a solid foundation for the future.

Topics: Mystery Shopping

Written by: Nanette Brown

Executive Vice President and General Manager, Nanette continues to instill her passion for excellence across the organization, guiding the measurement, management and improvement of our clients’ customer experience.


Customer Experience Update