Customer experience is one of the key factors that drives growth for a lot of growth companies. Twenty years ago, providing outstanding customer service was something that only a few dared to focus on, today it is something almost every company is thinking about.
Even though the role of customer experience has been recognized already it is still something that you easily drift away from. It’s easier to just focus on developing a product on your own and trying to sell it to the customer, without actually caring about the customer. But even if you can achieve short term results in this way, in the long run, customer experience has and will lead to more growth.
Here is 6 quotes, from the best minds on the planet, to really open your eyes about customer experience!
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“You got to start from customer experience and work backward to the technology. You can’t start with technology and try to figure out where you going to try to sell it.” – Steve Jobs
Steve Jobs is one of the most iconic businessmen of our time and probably best known for Apple and its products. One thing that really is noteworthy is the fact that Apple has been able to produce amazing products, like Airpods, after the death of Steve Jobs. In other words, the customer-centric culture Steve Jobs has started, still lives on and produces amazing products year after year.
In Apple’s case, the goal is to consistently exceed the expectations customers have. They do this by creating state of the art products that their loyal customers actually want and by providing excellent customer service.
“If your NPS is high, then at least for larger customers… I pretty much know the upgrades are coming, the net negative churn, the expansion deals, Like clockwork. If your customers love you … you’re gonna sell them more.” – Jason Lemkin
Jason Lemkin is co-founder of EchoSign and SaaStr and probably one of the most influential people in the SaaS -space. He is running a $90M fund at SaaStr Fund and has built a huge community of SaaS enthusiasts around SaaStr.
By using Net Promoter Score (NPS) regularly, Lemkin is able to fix broken customer relationships before they become lost customers. In other words, they increase customer retention rates. In addition, they’re able to identify their satisfied customers and to create genuine customer value for them.
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Bill Gates is co-founder of Microsoft and one of the wealthiest people in the world, who is currently focused mostly on philanthropy. With Gates’s leadership, Microsoft grew to become one of the biggest companies in the world.
The most successful sales team cooperates with customers service team to figure out the pain points existing customers have. By analyzing the opinions of their most unhappy customer and turning them into customer evangelists, they can slowly start to figure out the critical competitive advantage their company has against competition.
“In the long term, there is never any misalignment between customer interests and shareholder interests.” – Jeff Bezos
Jeff Bezos is the founder of Amazon and the richest man on the planet. He has lead Amazon with a great focus on improving and providing amazing customer experience in the long term. 20 years ago many thought that he is crazy with his focus on the customer, but it has been proven to work.
Focusing on good customer service means that the entire company is working together on the whole customer experience and not just on the symptoms, aka complaints from customers.
“A hundred percent of our growth (at Slack), historically, has come from people recommending us, specifically on Twitter.” – Stewart Butterfield
Stewart Butterfield is co-founder of Flickr and Slack, who currently works as the CEO of Slack. Under his leadership, Slack has become one of the fastest-growing companies in history.
Social proof isn’t dead. If you’re providing customer with good customer service and a great product, they’ll recommend to to their friend, family and colleagues. But only if you’re worth recommending. Focus on those customer interactions and creating genuine customer value!
“Delight my customer. Any business that has delighted customers has sales force out there, that you don’t have to pay.“ – Warren Buffett
Warren Buffett, also known as Oracle of Omaha, is a legendary investor and CEO of Berkshire Hathaway. He is often referred to as the most successful investor of our time.
Naturally, Buffet is referring to the new way of marketing: each happy customer is a walking advertisement. They spread the word about what a great customer experience they’ve had with you. Those comments are worth more than you can imagine!
Customer churn is what all companies try to avoid at all costs. However, you can focus on your satisfied customers and figuring out what makes them happy to scale the experience to other customers as well!
By creating customer experiences worth talking about, your happy customers will essentially do the selling for you and new leads will come flying in!