Recently, I had the opportunity to attend two user conferences in two weeks. Both of the companies hosting the conferences are fast-growing high tech companies. One is a hybrid multi-cloud management platform and the other provides an artifacts management platform for DevOps teams.
The segments of IT in which both of these organizations compete are rife with competition, yet both companies are growing quickly and are delivering consistently outstanding customer experiences. One has an NPS score of 92; the highest I had ever heard of was 83 from USAA. The other has 97% customer retention and 245% upsell to current customers.
Both of these organizations understand the importance of listening to customers and helping them find value in their technology investments. In talking with customers and employees alike, it’s obvious these companies are differentiating themselves by providing wow customer experiences.
I have urged many companies to differentiate on the basis of wow customer experiences, because the bar is so low. It’s also easier for a small and mid-size company than a large company to perform outstanding CX, because you can instill customer-centric values from the top down, as well as hire and promote based on the customer experience they are providing to both internal and external customers.
Where do you start? With employees. While it’s important to meet monthly, quarterly and annual sales goals, you can make the argument that providing a great customer experience is more important; especially if you’re selling a product or service from which the consumer can select another provider at any time.
A great CX starts with your employees. Are they more concerned with making sure the client is happy with the experience they are having with your product or service or making their sales goals? If your customers are happy, you’re going to make your sales goals – maybe not this month or quarter, but over the long-term.
Happy customers generate more revenue and help you attract other customers. They serve as references, provide case studies, testimonials and referrals; thereby reducing, or amplifying, your marketing investment.
Engaged, empowered employees help provide a great CX. Do your employees know that’s what you expect of them?