Customer Loyalty: From Impressed to Obsessed For ROI Growth

Customer Loyalty: From Impressed to Obsessed For ROI Growth

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are your customers truly loyal, or are they waiting for the next best offer to lure them away?

How can you evolve a customer’s casual appreciation into unwavering devotion?

Are standard customer service practices enough to guarantee a return on your investment in customer experience?

The answers to these piercing questions are essential for businesses aiming to stand out in today’s competitive marketplace. I’ve explored these dimensions and curated actionable strategies to foster customer loyalty based on insights from my years of experience and the invaluable perspective of featured guest Jon Picoult.

Customer Experience Topics Discussed:

  • Why aiming for customer satisfaction is setting the bar too low for modern businesses.

  • The secrets of turning casual customers into raving, obsessed fans of your brand.

  • How companies can increase revenue and reduce costs by focusing on the customer experience.

  • The importance of existing customers in growing your business and why they shouldn’t be overlooked.

  • Utilizing Net Promoter Scores effectively to amplify positive feedback and drive customer loyalty.

  • Encouraging customers to readily share their praise, boosting team morale and reinforcing brand affinity.

  • Fostering an emotional connection with customers, transcending mere satisfaction to create brand attachment.

  •  The crucial role of employee experience in mirroring customer experience success.

10 Customer Loyalty Lessons:

  1. Welcome Feedback: Actively encourage and facilitate customers to share their positive experiences.
  2. Embrace Emotion: Focus on the emotional impact of customer interactions, not just the logical outcomes.
  3. Raise Standards: Aim beyond customer satisfaction to create a lasting impression and true loyalty.
  4. Step Inside: Regularly put yourself in your customers’ shoes to better understand their experience.
  5. Invest Wisely: Allocate resources toward enhancing CX as it leads to revenue growth and cost control.
  6. Utilize Data: Employ voice of the customer metrics and behavior tracking to measure CX impact.
  7. Foster Connections: Build a deep emotional resonance with customers to transition from impressed to obsessed.
  8. Prioritize Retention: Concentrate on increasing the value and engagement of existing customers.
  9. Champion Excellence: Remove obstacles for your team to provide top-notch service and CX.
  10. Reflect Continuously: Learn from every leadership experience to improve both customer and employee satisfaction.

Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom shared, as it may be your game-changer. 

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About Jon Picoult:  

Acclaimed author and keynote speaker.
Founder of Watermark Consulting.
Advisor to CEOs.

Jon Picoult is masterful at helping companies impress their customers and inspire their employees — creating raving fans that drive business growth.  He is the founder of Watermark Consulting and a noted authority on customer and employee experience. 

A sought-after business advisor and public speaker, Jon has worked with the C-suite at some of the world’s foremost brands.  He helps organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.

Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes.  His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.

Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).

Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing.  Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company.

Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Learn More About Increasing Customer Loyalty.

Watch Stacy Sherman’s Linkedin Learning Course‬.

Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

Learn how to identify challenges that impact frontline worker effectiveness.

Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

Topics Discussed: Doing CX Right podcast

customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development