Always Start With the Customer Experience,
Not With the Marketing

Always Start With the Customer Experience, Not With the Marketing

Customer Experience is central to a business’s visibility and survival in today’s tough competitive markets. A massive 97% of organizations - as part of an Oracle survey - identified enhancing customer experience as a critical component to success.

Making the customer the center of your universe is no longer an option; it’s a mandatory criterion if you’re looking to build a legacy of your business and your brand. This isn’t some kind of a new marketing jargon but reveals itself as the result of a Gartner survey where 64% customers agreed that great customer experience is more important than the price.

We’ve been trying to edify CEOs and marketing heads of Indian businesses about the same for a long time now. Even a fleeting glance at our blog will illustrate our commitment to excellent customer experience.

Keeping up with our well-received blog posts and concurrent newsletters, I decided to focus on what world famous visionaries and innovative business leaders have been saying about customer experience for a long time.

'Your most unhappy customers are your greatest source of learning.' - Bill Gates (Founder, Microsoft)

Everybody loves a customer who is happy with your products. Yet listening to unhappy and dissatisfied customers is more important than congratulating the satisfied ones. This is because only an unhappy customer can show you your weaknesses, which you can improve upon to make a better version of your product. Any wonder every subsequent version of Windows is better than the previous one?

Inherent in this simple belief is a strong conviction in its products as well as the acceptance that different people may have varying opinions about the product; hence it’s judicious to have the flexibility to impart changes that will go a long way in refining the product so that it becomes desirable for more sections of the society.

'You've got to start with the customer experience and work back toward the technology - not the other way around.' - Steve Jobs (Founder, Apple)

Jobs recognized the significance of a knockout customer experience better than perhaps any other business leader. He helped create products with the singular goal of providing a hitherto undiscovered experience that customers appreciated and how!

Not that his products were revolutionary; but he re-created those products with feedback from customers as the center of his innovations. Such brands that begin their research and base their products on what-customers-want stand a better chance to become the apples of the eyes of customers.

'The customer experience is the next competitive battleground.' - Jerry Gregoire (CIO, DELL)

Who can forget Dell as the first company that offered computer on mail order? Come to think of it, it really was a game-changing step in accepting that customer experience as first among equals when it comes to selling your products better than your competitors.

'If there's one reason we have done better than of our peers in the internet space over the last six years, it is because we have focused like a laser on customer experience.' - Jeff Bezos (CEO, Amazon)

The biggest company in the world did not stretched to that position by selling products online alone; Bezos attributes their enormous success to uncompromisingly providing customer experience nonpareil and using it as the fundamental differentiator between them and other competitors.

I guess the biggest compliment to Jeff Bezos’s vision is that every single online retailer wants to be ‘like’ Amazon, and by following his methods of laser sharp focus on customer experience.

Customer experience ought to be your topmost priority if you’re planning to take your business to the never ending road of success. It’s not that difficult if you can hire people who are focused on customer loyalty, customer satisfaction and process improvement.

Or you can look ahead to keep your focus intact on your core process and outsource your feedback system to an experienced inbound outsourcing company.

Inbound Communications companies like Open Mind Services Limited continue to assist their clients in delivering an impressive customer experience and building a vital competitive advantage for more than 15 years now.

Make your move to grow your business today.