This video offers some great insight from CEOs from some of the world’s top companies and all of them believe in the importance of great customer experience. I think this video does a good job of driving home the point that these companies don’t just happen to have great customer experience, it’s an integral part of why they are so successful.
The video also does a great job of highlighting the fact that investing in customer service is often better than pouring money into marketing. Tony Hsieh, CEO of Zappos, points out that 75% of his sales every day are from return customers. Great customer service keeps customers coming back and helps to win over new customers through word of mouth.
Another important point in this video is that your business should focus on the customer first. Both the Jeff Bezos (Founder, CEO Amazon) and the late Steve Jobs (Co-founder, former CEO Apple) insist on starting with the customer first and working backwards.
The message is clear: a great customer experience is key to your business’s success.