People don't like your company as much as you may think they do...
Addressing the delivery gap with this ONE approach.
The bad news is... We see the world through our own perceptions, experiences, and expectations – it’s only natural. And businesses are no different. This self-servitude often shows through in marketing and decision making; reflecting the assumption that people actually care about what a business is trying to sell.
The truth is...they don’t!
The Proof
Bain & Company produced hard evidence of this when they surveyed C-level executives from 362 companies and found that 80% of Executivesbelieved they were delivering a “superior experience” to their customers. But as for their customers,only 8%agreed!
This enormous 72% difference between perception and reality is nothing short of a wake-up call.
What does this mean for a business, especially one that is trying to grow?
If executives believe they are delivering a superior customer experience (but the customers disagree), the company is failing to holistically understand and serve their customer’s needs, whether intentionally or not.
Or it may be that the business is putting its priorities and desires ahead of the customer’s.
These FACTS are a cornerstone for our approach to genuine customer-led growthin business.
We believe every facet of your business has an effect on your customer experience...
Ultimately affecting your bottom line.
The "72% Disparity" serves as a stark reminder that the journey from brand promise to customer satisfaction is often fraught with challenges. However, it also highlights the incredible potential for growth and success when this gap is thoughtfully bridged.
Beforedeveloping any strategy or suggesting the implementation of any tactic, we have to understand a client's position completely, including their operational successes, deficiencies, opportunities, markets, customers, and more. We can then use that information as a foundation from which to build.
This initial business discovery process is the pivotal phase where mindset evolution begins, and where real, long-term value is realized.
The time invested in defining where a company stands –especially one that has plateaued or experienced inconsistent revenue – outweighs any plug-and-play plan, service, or package that is proposed upfront as a solution.
You likely didn’t get into business focused on what it takes to scale companies… WE DID!
35+ Years of Successful Relationships
Whether you're motivated by gaining more freedom as a business owner, expanding the legacy you'll be known for, or the fulfillment of advancing operations to the next level...gaining clarity on WHY you haven't been able to grow BEGINS HERE.
