Customer Experience
Are you simply providing a service to your customers — or are you creating an experience that makes them feel heard, appreciated, and valued?
Today’s customers expect more than just a transaction. In fact, 86% of buyers are willing to pay more for a better customer experience (according to PwC). And yet, many companies still focus on operations, metrics, and quarterly goals… rather than the feeling they leave their customers with.
Here’s the truth:
You don’t have to hand out freebies or discounts to show customers you care. Instead, give them tools, education, and genuine support to help them get more value out of your product or service. Often, a helpful hand is far more memorable than a giveaway they’ll forget in a week.
Most organizations have a Service Manager — someone overseeing operations, tickets, and performance metrics. But how many have a Director of Customer Experience? Someone whose only job is to understand the customer journey, listen to feedback, and improve touchpoints that drive loyalty and retention.
Now, you might be wondering: What does this have to do with efficiency?
Everything.
When you have someone focused purely on customer experience (not bogged down by daily operations), they can identify inefficiencies, streamline processes, and even motivate internal teams to hit goals faster. A great customer experience doesn’t just make customers happy — it drives profitability and performance. Companies that lead in customer experience outperform laggards by nearly 80% (Forbes).
So here’s the question:
👉 If you were your own customer, would you give your company a 10/10 experience rating?
If not — maybe it’s time for an upgrade.
Customer Experience Series 1 of 5