Root Canals, Bad Coffee, and Customer Experience

bad coffee

You don’t need to hire a high priced management consultant to tell you:

  • Great Customer Experience: GOOD for business.
  • Poor Customer Experience: BAD for business.

There is no “neutral” when it comes to our customer’s experience. We’re either making it better or we’re making it worse.

Take a look at LinkedIn. There are literally hundreds of thousands of CX advisors, consultants, thought-leaders opining on the subject, and promising quick tricks to improve. Then why isn’t every CEO directing their marketing teams to SPEND, SPEND, SPEND on CX enhancements and improvements?

Because, people and companies move at the speed of PAIN. 

When the CUSTOMER leaves with his/her wallet, and your balance sheet becomes as weak as a Caffe Americano, the C-Suite will come for answers and most likely your JOB.

Stop listening to marketing thought leaders, who only market their marketing “whatever” to other marketers. It’s time to walk in your customer’s shoes. It’s time to listen to the customer.

Don’t wait for the PAIN! Don’t drink crap coffee! Don’t lose your job! 

J.Robert Slaughter is a senior marketing and sales executive (CMO, CGO, CRO) focused on delivering revenue and proving the value and business impact of marketing spend. Enablement practitioner assisting high growth technology companies plan, execute and scale revenue growth programs, frameworks, and teams. B2B strategist with numerous articles published regarding account-based marketing, content marketing, customer experience, data driven engagement, demand generation, and additional business impact strategies.

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