Background Image

Customer Experience Impacts Viability

Customer Experience Impacts Viability

2981387336_81217b20e2_z

When I lived in Reno, my wife happened to meet a church organist. Long story short, I ended up playing trumpet for Christmas Eve and Easter services with the choir and a wonderful pipe organ/organist at an Episcopal church.

After performing, I went to the reception hall. Not one person said a word to me even though everyone had seen me perform in the front of the church throughout the church service. This was the coldest group of people I had ever encountered.

Several years later, I learned the church closed its doors due to low number of pledging parishioners and declining participation. No surprise here.

When people are ignored or treated with indifference, they won’t come back. This principle works in business just as it does in a church. People rely on their personal experience to determine if they will come back.

What kind of experience is your company creating that makes people want to come back again and again?

The 2 issues you must focus on are (1) retaining existing customers, and, (2) attracting new customers. If there is a decline in either metric, things don’t bode well for the your future.

Photo Credit: Paul Bica, Flickr

Thought For The Week

“To me, business isn’t about wearing suits or pleasing stockholders. It’s about being true to yourself, your ideas and focusing on the essentials.” –Richard Branson

__
What do you think? I welcome your comments!
___

Dave Gardner

© 2015 DAVEGARDNER.biz  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe  here. I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.

Dave Gardner
Dave Gardner is a management consultant, speaker, blogger and author based in Silicon Valley. He’s been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner has focused on making the complex simple. He can be reached through his website, www.DaveGardner.biz, or via phone at +1 408-475-7068.
Share
Share on Facebook2Tweet about this on TwitterShare on Google+1Share on LinkedIn0Email this to someonePrint this page

Leave a Reply

Your email address will not be published. Required fields are marked *