Bottom line – it dramatically improves return on investment
We shouldn’t spend all our resources acquiring customers, but delighting them.
- Happy customers stay longer.
- They buy more.
- They’re less price sensitive.
- They recommend you, free of charge.
Ultimately, how they feel about you will be your differentiation.
But beneath the bottom line is this:
We can spend less of our day buried in impersonal processes, and more of it making people feel good.