XCS-FAQs
What is Xtreme Customer Satisfaction?
Xtreme Customer Satisfaction is the name I gave the practice of holistic management of the Customer Experiences with the intention of creating customer loyalty.
This proven methodology provides the following:
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Quantifies the value and ROI of Customer Centricity (as well as the opportunity cost of customer neglect)
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Provides a process for identifying key customer touchpoints
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Provides a process for managing customer touchpoints in the achievement of XCS
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Provides mechanisms to create a self sustainable corporate culture based on customer centricity and XCS.
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Provides guidance in the creation of appropriate Key Perfomance Indicators in achieving XCS.
Why is XCS important?
In a commoditized market, where product and brand differentiation is so diffult, customer loyalty is has become the holy grail for most businesses.
The core of the XCS philosophy holds that:
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We are deep into the ”experience economy” where customers value and are willing to pay more, not for, goods and services, but for great experiences.
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Customer Loyalty occurs when customer transactions are transformed into positive emotional experiences.
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The proactive and strategic management of key customer touchpoints to create positive emotional experience, delivers loyalty and thereby revenue growth and business stability.
Why is it that few corporate structures commit themselves to XCS?
Most people, including corporate leadership, know and agree that customer satisfaction is a key driver of business success. However, most often than not, the efforts devoted to this discipline are sporadic and inconsistent, at best.
I believe the main reason is that most believe customer satisfaction efforts are a “short term expense for a long term unquantifiable goal”. This spells uncertainty and a bad ROI.
It is my mission and that of this blog to foster all that will allow a more refined manner in which to quantify the value, the cost and the time-frame of the customer satisfaction effort.
