Understanding your customer’s journey and making it easy to do business with your company will lead to raving fans. Here’s what to do!

Key Takeaways:

•  Cultivating a customer-focused mindset will lead to raving fans.
• How customers feel about your company is as important as the product or service provided.
• Nothing says you care like a personalized approach.
• Every person in your company is responsible for customer success.
• Identify friction points in your value delivery process and make them disappear.
• Knowing your LTV (Lifetime Value) and CAC (Customer Acquisition Cost) helps emphasize the importance of customer retention.

Questions to Consider:

• Do we have a documented, proven customer success process (CSP)?
• If yes, are we reviewing this regularly for opportunities to enhance it?
• How would we describe our attitude toward our customers?
• Who in our organization is responsible for monitoring and improving the CSP?
• Do we differentiate from our peers when it comes to our cu
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