ฝัง
- เผยแพร่เมื่อ 23 มี.ค. 2022
- In our Expert Interview Series, my partner Amit Prakash and I interviewed the World's Top 10 Customer Experience Guru Lior Arussy on why should companies adopt and implement Customer Experience as their business strategy.
𝐀𝐛𝐨𝐮𝐭 𝐋𝐢𝐨𝐫 𝐀𝐫𝐮𝐬𝐬𝐲: Hailed as one of the world’s leading authorities on Customer Experience and Strategy Execution, Lior Arussy is an author, visionary, consultant, and creative change agent. His insights and methods have been successfully put into practice in over 400 corporate transformations worldwide, making Lior not only a forerunner in the field but a proven practitioner. Lior has also authored several books like Customer Experience Strategy, Next is Now, Excellence Every Day, Passionate and Profitable, etc.
In our interview, we asked Lior: "How Customer Experience impacts the top-line and bottom-line revenue?"
𝐒𝐮𝐦𝐦𝐚𝐫𝐲: Lior said: " There is a disconnect because of a misunderstanding in organizations that Customer Service (Experience) is an afterthought or even an aftermarket activity. But it's not, it's your core of customer retention and customer acquisition."
In order to wake us up, in one of his books Passionate and Profitable, he introduced the 5Ps of Customer Experience. He said: "The world is operating on 4Ps of Marketing, which is Product, Price, Placement, and Promotion. It's all about yourself and your product. But the world has shifted. Do they have a strong preference? Do they pay you a premium price? Do they give you a portion of the budget? Do they promote you to others? And, do they have the permanence of relationship with you?"
It's important to run the business on the economics of Customer Experience, not just it's nice to do. When we do that, we get to the root cause of the problem and the root cause is we are hurting your customers in one way or another. That's why we are not achieving the financial results that we want.
Lior shared that once he audited the Customer Service Operations of a large European organization and after adopting Customer Experience and Customer Service properly, they shifted from 𝟑 𝐩𝐞𝐫𝐜𝐞𝐧𝐭 (𝟑%) 𝐨𝐫𝐠𝐚𝐧𝐢𝐜 𝐠𝐫𝐨𝐰𝐭𝐡 𝐭𝐨 𝐟𝐨𝐫𝐭𝐲-𝐟𝐨𝐮𝐫 (𝟒𝟒%) 𝐩𝐞𝐫𝐜𝐞𝐧𝐭 𝐨𝐫𝐠𝐚𝐧𝐢𝐜 𝐠𝐫𝐨𝐰𝐭𝐡 𝐰𝐢𝐭𝐡𝐢𝐧 𝟐 𝐲𝐞𝐚𝐫𝐬 𝐚𝐧𝐝 𝐛𝐞𝐚𝐭 𝐭𝐡𝐞𝐢𝐫 𝐩𝐫𝐨𝐟𝐢𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐭𝐚𝐫𝐠𝐞𝐭 𝐛𝐲 𝐟𝐢𝐟𝐭𝐲-𝐧𝐢𝐧𝐞 𝐩𝐞𝐫𝐜𝐞𝐧𝐭 (𝟓𝟗%).
Stay tuned for our next video on
𝗪𝗵𝗮𝘁'𝘀 𝘁𝗵𝗲 𝗼𝘂𝘁𝗹𝗼𝗼𝗸 𝗳𝗼𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗴𝗼𝗶𝗻𝗴 𝗳𝗼𝗿𝘄𝗮𝗿𝗱?
𝗪𝗵𝗮𝘁 𝗰𝗮𝗻 𝘄𝗲 𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗲 𝘁𝗼 𝗱𝗼 𝘁𝗵𝗶𝗻𝗴𝘀 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗹𝘆 𝗳𝗿𝗼𝗺 𝗻𝗼𝘄?
#cx #service #delightfulexpereince #ex #DCX #DEX
