You Lose Customers Each Day

Think of this: While your leadership team spends weeks discussing the next strategic initiative or some operational issues, your customers continuously create facts; they turn away or do not even start to get in business with your organization because of small yet powerful negative experiences.

When looking for services, I repeatedly find three key issues at organizations of all industries and sizes.

How good is your company in these key areas?

1. You make it too difficult for customers to find what you offer. How simple is it for your prospective and existing customers to engage with your company? How easily can they find out exactly what you offer as added value and as products? There is a simple truth: the more complex the engagement process (if there is any) the more clients turn away.
2. You focus too much on sales instead of fan creation. Read more about this topic in one of our recent blog posts. The key is to understand that a fan is worth more than a customer. The more you redirect your efforts to massive fan creation and an easy engagement process, the less you need to “sell.”
3. Your services and processes are not consistent. This is one of the most ignored issues when it comes to customer retention. Read more in our recent blog post here. The most fancy social media strategy will have no effect as long as the customer-facing employees do not reflect this image in your stores or sales rooms. Best practice: Apple Stores. Poor practice: Retail banks. 

Think of these three key issues before your next leadership team meeting.

Growth can become much easier when these issues are solved. Start now.

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This post is from our Friday noon memo #82. Interested in regular updates? Sign up here.
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