After spending huge amount of time and money on business plan, branding, hiring, set up, marketing, sales and all that is necessary, a company is ready to rock and roll. Let the big bucks roll in.
But often, there’s one critical mistake that many businesses make. They forget about the customers.
They forget about designing a positive customer experience, to provide wow moments of truth. They forget about ensuring that their teams are positive ambassadors for the brand.
No customers = No business
Bad customer experience = giving the customer to others
Long gone are the days when one single company will continue to have a monopoly on services or products. Customers have choice. And when there’s choice, then every single customer interaction is a precious opportunity to create a fan for your business.
Example 1, imagine spending money on digital marketing to create leads. When someone finally calls your company with an enquiry, what would be his or her first impression of your company? Tip: make a call to your own hotline to assess the customer experience.
Example 2, think of your recent experience at a retail or F&B outlet. What was the experience like? It blows my mind that business owners would invest in $$$$$$$$$ to open shop but can totally forget about the ingredients for creating positive customer experience. Nice looking shop with lousy food/ products and/or surly staff = another new shop taking over the place in time. Tip: conducting well-designed mystery customer/ shopper audits is a powerful way to affirm or wake up your team.
All successful entrepreneurs will share that placing customers at the core of their business strategy is what makes them successful. 
What about you?
If you are your brand’s customer, would you be a fan?