CUSTOMER EXPERIENCE
$ 5,000 bank loan that his parents cosigned . He expanded the company into 1,200 outlets with 23,000 employees across 10 countries . With 902 locations worldwide , including 43 overseas locations — primarily in Canada and Japan — and current expected revenues of $ 1 billion , Kinko ’ s is the market leader in the $ 7 billion copy-services market thanks to its good reputation and 24 / 7 customer service .
Where there used to be only copy machines , Kinko ’ s locations now include a consistent mix of fax machines , ultra-fast color printers , and networks of computers with software applications and high-speed internet connections , both in the United States and internationally . When on the road , many business professionals have grown to think of Kinko ’ s as their workplace away from home , stopping by to check their email or use a computer briefly . Also , laptop stations allow business travelers to connect their laptops to various printers to print copies of presentations while on the go .
THE ROLE OF CUSTOMER EXPERIENCE IN A BRAND ’ S SUCCESS — WHY IS IT IMPORTANT ?
According to research , “ satisfied ” customers bring in up to 2.6 times as much revenue for a company as “ somewhat satisfied ” customers and a whopping 14 times more than “ slightly dissatisfied ” customers . Building strong relationships with current customers saves brands seven times more cost than acquiring new ones .
As a result , providing a great customer experience is crucial because it ’ s generally the right thing to do for brand loyalty and because it just makes good business sense .
CUSTOMER SATISFACTION
According to a McKinsey analysis , businesses that are committed to maximizing customer satisfaction throughout the entire customer journey have the potential to boost it by 20 %. To offer a seamless customer journey , companies should ensure that they offer a consistent customer experience across all touchpoints .
CUSTOMER RETENTION Your customers benefit from a great customer experience , which distinguishes your company from its competitors . Customer loyalty is what you get in return . In addition , a positive customer experience guarantees the customer ’ s long-term association with the company and positive word-of-mouth marketing , among other things .
INCREASED PRODUCTIVITY
A recent survey found that companies that provide excellent customer service had 1.5 times more engaged employees than companies that don ’ t . Employee experience ( EX ) and customer experience ( CX ) are inextricably related . Any firm will benefit from having motivated employees . They are devoted , reliable , loyal , and connect with organizational objectives . According to studies , businesses with highly engaged employees beat competitors by 147 %.
CUSTOMER-CENTRIC CULTURE REINFORCEMENT
You may raise the customer ’ s lifetime value by creating a customer-centric workplace culture . Building a culture with a customer-centric emphasis can help you increase customer value because consumers enjoy engaging with firms that pay attention to them , comprehend them , and offer practical solutions . This enables businesses to create a ladder of sustained customer engagement .
TAKING CUSTOMER EXPERIENCE TO THE NEXT LEVEL
Today ’ s businesses are well aware of the value of the customer experience and understand that it is the only factor in their competition for the loyalty of their clients . Using Kinko ’ s as an example , try to put yourself in your consumer ’ s shoes to spot and remove any barriers preventing your team from providing the best service possible to every customer . Your responsibility is to anticipate the future , understand your client ’ s needs , and remove hurdles .
If you need help transforming your workplace culture to become more customer centric so you can reap the benefits of incredible customer service , book a consultation with me today . As our resident expert on culture , I am committed to helping our Client-Partners succeed in all of these areas . Visit TulipMediaGroup . com to get started .
Erika MacLeod is the Managing Editor at Tulip Media Group and best-selling author of The Ultimate Culture . With over 15 years of organizational experience , Erika works closely with Client-Partners and is Tulip ' s liason with their renowned national contributors . Erika ' s first book , co-authored with Stacey O ' Brien , is available on Amazon : TM . media / UltimateCulture
TULIPMEDIAGROUP . COM | 25