You and Your Organization’s Best Investment is Keeping Your Customers for Life


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Often times, when people think about enhancing employee or customer experiences they mistakenly think that experience enhancement is going to cost them more money.

Nothing could be further from the truth.

Consistently and repeatedly in every industry across the globe I have witnessed that employee and customer experience improvement always coincides with process improvements and cost reductions.

I have previously written that it is impossible for external experiences to be stronger or better than internal experiences.

That doesn’t mean it takes more time, energy or more financial resources.

When engaged employees consistently do the right thing, the right way, at the right time, for the right reasons, fantastic results follow.

These results include positive impact in areas such as NPS, increase in sales, increase in customer loyalty, and increase in ease of doing business.

So, if you have answered honestly about my earlier question regarding how easy you are to do business with as an individual, as a department, as a division and as an organization, then you have no excuse for not becoming faster, more flexible or more responsive.

It doesn’t cost more. It actually will simultaneously reduce your cost of doing business while making it easier for your customers to get what they want, when they want it.

Let me give you a clue what that is. Fast, hassle free help and answers.

Yes, cost reduction and experience enhancement do go hand in hand.

If you’ve ever needed a business case to become more customer centric, forward this blog to your CFO and your Chief Experience Officer.

Keep Your Customers for Life

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Republished with author's permission from original post.

Peter Psichogios
Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences. Prior to joining CSI International Peter served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard. Peter has been fortunate to work with the who's who of the Fortune 500, helping them deliver innovative learning, engagement and recognition solutions.


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