ROI on Customer Experience is as simple as replacing these APPS


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Copyright: rawpixel / 123RF Stock Photo
Copyright: rawpixel / 123RF Stock Photo

Some might reason I am a bit of an “appsoholic” as I just cannot help myself when new apps are released. I have little self-control and just have to experience them! So the download begins …

More often than not the app is rubbish, which is why I love my iPhone even more than my applications. It is just so easy to delete and replace those little annoying icons on my screen with apps that deliver on their promise.

Why should the experience be any different for our valued customers?

Keeping our customers happy should be the highest priority in our business and the ROI from client retention and our clients’ brand ambassadorship should be a no-brainer.

Join me in becoming “appsoholics” who are high on client centricity by pressing the delete button on the following aspects of our business, and let’s start replacing them as a matter of some urgency:

Press X to delete now!
  • Attitude – Believing we are doing our clients a favour!
  • Process – Investing in systems that serve the organisation rather than the client.
  • Price – Blindly focusing on shortcuts and the cheapest way to maximise our profits.
  • Statistics – Abandon the endless pursuit of one-way data gathering and start engaging with your clients. They are so much more than just a number.
Press YES to install!
  • Appreciating – Celebrating the fact that our clients chose to spend their money with us!
  • People – Investing in, acknowledging and trusting the men and women who are the face and voice of our brand for our customers on a daily basis.
  • Product – Aiming to provide products and services that deliver on their promise and are a fair exchange for our clients’ loyalty.
  • Service – Our clients are the reason for our existence and deserve to be treated with respect, energy and willingness. They, and not our investors, pay our salaries!
© Brandlove, 2016.
© Brandlove, 2016.

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Hope to see you in the Customer Experience Apps Store soon!

Johan Botha
Johan wants to live in a world where customer and employee mindfulness is the driving force behind business. As a digital anthropologist, he has been applauded for being the heartbeat of the team that enables cultural change management across various client initiatives. When he is not managing projects, you can find him illuminating life through his photography. His next intervention is to contribute whole heartedly to Brandlove's social responsibility initiative during the next year.


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