Finch CEO Lee Roquet brings his deep knowledge of Customer Success to the podcast as Mike and Nevin talk a little too much about Apple.
In this episode, the guys emphasize the core principle of "people helping people" as the key to success in business. They believe that organizations should prioritize assisting individuals in achieving their objectives, as this focus can lead to both success and a positive impact. The speakers note that organizations sometimes get caught up in the personalities or strengths of those in leadership positions, but what truly matters is how the organization can help people. Many clients and prospects reach out to them seeking guidance on what to do next and assistance in achieving their goals. Therefore, the speakers suggest that organizations should prioritize understanding and meeting the needs of their customers, helping them grow and succeed through services or technology. By putting the customer first and ensuring a positive customer experience, organizations can build brand loyalty and stand out in their field.
Finch CEO Lee Roquet shares that starting and ending the day with the mindset of "people helping people" is crucial to them. They firmly believe that if a business stays true to this principle, it will be successful. They emphasize that the focus should be on what the business does for the customer and how it helps them grow and succeed.
Mike that organizations often focus too much on the personalities at the top and their strengths. Instead, they suggest that the focus should be on helping people. They highlight the role of leaders in assisting individuals and mention that a top-down approach centered around helping people is an excellent way to guide decision-making when unsure of what to do next.Prioritizing the needs and objectives of customers and focusing on how the business can assist them in achieving success. By putting the customer first and ensuring a positive customer experience, businesses can build brand loyalty and create a strong foundation for success. Additionally, leaders play a crucial role in guiding the organization towards this principle and making decisions that align with it.
Treating the customer right and prioritizing their experience is crucial for building brand loyalty and achieving success. Companies that put the customer first and ensure a positive customer experience tend to outperform their competitors significantly. The nature of the product or service a brand offers is not as important as the follow-through and effort put into creating a positive customer experience.
Creating a great product is a starting point, but it is not enough. Customers need to feel proud to be associated with a brand, both as consumers and employees. The focus on the customer experience has become increasingly important in the last 25 years, particularly in the last five years. Companies now recognize the value of having a dedicated team focused on customer success and experience.
In the past, resources for customer success were limited, and companies had to fight for them. However, it is now widely acknowledged that organizations cannot grow and scale without a strong focus on the customer. Investing in the customer experience, loyalty programs, and effective communication strategies is essential for retaining and activating returning customers.
Understanding the profitability of different customer segments is also crucial. By analyzing the cost of acquisition and the value of returning customers, brands can tailor their marketing and engagement strategies accordingly. This back-end approach, often overlooked in favor of acquisition-focused strategies, can significantly increase revenue and lower costs for brands with product or brand loyalty.
