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.
The Ignite XDS differentiator is staying disciplined to investing in our Discovery Phase before developing any strategy or suggesting the implementation of any tactic to our clients. We have to understand a client's position completely, including their operational successes, deficiencies, opportunities, markets, customers, and more – then using that information as a foundation from which to build.
Our clients sometimes cringe when we’re initially introducing them to the idea of our Discovery Phase. To a business owner who’s been eager for growth, it can feel like we’re asking them stand in molasses. We realize this.
BUT, this pivotal phase is where their 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.
Our Discovery Process consists of 6 defined meetings that will challenge you through every layer of your company’s current position. We uncover immediately actionable opportunities and/or barriers to growth, prioritize them, and work with you to act on them. In the end we have a holistic plan that will build predictable long-term growth at a realistic velocity – tailored to your unique scenario.
It is designed to identify operational bottlenecks, cultural pain-points, or mysterious customer churn.
We believe Operational Marketing cannot be conducted in a silo. It requires a holistic view of the organization, and must be woven throughout every customer touch point and every operational efficiency (or inefficiency).
Are you curious to explore a new perspective and dissect WHY your company's former approaches to marketing have failed? Take the first step...
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.
