We hear customer satisfaction, customer service and reducing customer churn as things important to any company. That stuff is usually relegated to people that come in contact with customers.
What if marketers began to think about these things, and how they could make a difference an entire company? Customer satisfaction isn’t good enough. A company should be serving its customers better than any competitors if it wants to realize optimal success.
What should we call an excellent customer experience? Let’s call it customer ecstasy! Think about it. If you are ecstatic about a product or service, are you likely to do business with the company again? Certainly.
If you are satisfied with a product or service, are you likely to return to that company? Probably. Probably leaves a chink in the armor–a gap in he organizational fort. Why allow a way for your competitors to steal your customers? We do it every day.
The culture of an company must be to provide customer ecstasy before the experiences and products and services can be marketed properly. Imagine the impact providing and marketing customer ecstasy might have on a company. It is incumbent on marketers to insist on this level of excellence so we can share the news of this excellence with the rest of the world.
What companies do you think provide customer ecstasy?
Share your thoughts and this post.