Customer Experience Impacts Viability


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

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