Customer Obsession Done Right. Keynote by Scott Richardson / Printify

Discover the power of customer obsession, where delighting customers and exceeding expectations drives long-term growth, loyalty, and advocacy through employee engagement, feedback, and experimentation.

Key takeaways

Focus on customer benefit, not just profitability, as a driving principle for business decisions.
Measure the frequency and impact of missed promises (customer experience) and aim to reduce it to zero.
Emphasize the importance of delighting customers and exceeding their expectations.
Edge cases, though seemingly small or insignificant, can hold valuable insights for business growth.
Customer obsession is a mindset that can be cultivated through employee engagement, feedback, and experimentation.
Companies that prioritize customer experience can benefit from increased loyalty and advocacy, leading to long-term growth.
Start with the customer’s needs and design experiences around them; focus on delighting rather than just satisfying customers.
Use customer feedback to inform product development and iterate on experiences to improve customer satisfaction.
Customer experiences should be treated as opportunities to create brand ambassadors and drive growth, rather than just resolving issues.
Companies that prioritize customer experience can benefit from increased customer retention, loyalty, and advocacy.
Measuring delivery estimate accuracy and focusing on delivery experience can lead to improved customer satisfaction and loyalty.

Customer Obsession Done Right. Keynote by Scott Richardson / Printify

More talks