Customization of the customer experience may be the most difficult goal for companies to achieve. But, even though it’s hard, it’s the only path to true transformation.
Fortunately, we have an opportunity to learn how to customize your business that we’ll talk about in a moment.
Or, if you’re already a customer of ours, you can sign up right now.
A business must build customization into their systems. But how do you systematize customization?
It seems contradictory at best.
When accomplished, however, customers reward those businesses with loyalty and exponentially expand their lifetime value through referrals.
As you may know, our friends Joe Pine and Jim Gilmore co-authored “The Experience Economy” more than 20 years ago. Their book is the basis for OnStage, our customer experience training.
They both contributed to a recent article on customer “transformation” in the “Harvard Business Review,” which you can read here.
The article includes several examples of systemized customization, including Sioux Falls-based Profile by Sanford. Here’s a passage that jumped out for me as it’s a key link between moving from customer service to experience and finally transformation, that point where bring major change to that person’s life.
“The goods, services, and even experiences a company offers matter only in how they help customers achieve their desired results. Each customer’s definition of success must therefore be the North Star that guides what a company does if it wants to compete on transformations.”
It’s the unwavering dedication to a customer’s success. Each customer’s vision of that success is different, so to meet that vision, we must adapt and customize to ensure that success.
Now, more about the opportunity.
On March 11, you can learn more about this directly from Joe Pine. Our online session will start at 11 a.m. central time (5 p.m. GMT for our European friends).
This event is a bonus for our customers who are also subscribers to OnStage. The interactive content co-stars Joe and Jim. It’s not just watching videos. Companies can engage a FiveFour Transformation Guide, who will lead discussions with team members and help develop your customer experience.
Becoming a subscriber to OnStage is easy and can be done for as little as $349 for an individual. Click here to purchase OnStage or reach out to me if you’re interested in bringing it to your entire company.
If you’re already a customer, be sure to sign up for our video call with Joe and find out how it applies to your business.
I guarantee, if you have customers, it’ll be time well-spent.
Talk soon.