It’s a no-brainer, all organisations would like to increase revenues, reduce costs and improve culture. Customer Experience (CX) is an investment, an ongoing improvement project as organisations have a moral obligation to create value. The pandemic has hopefully taught us that we don’t need more stuff and what we want are meaningful experiences with our colleagues, friends, and family.

First, you must get customers to trust you. Once they trust you, then you need to communicate that you care about them and value them. Then, after all of this, when you make them happy, it is the kind of happiness that drives customer loyalty and, perhaps more importantly, customer-driven growth. Take 60 seconds and watch Steve Jobs explain why Apple always put the CX first.