We have the tools for accounting principles, and these have remained unchanged for years. Yet we have no real tool to measure customer loyalty, and every bit of cash flow starts with cash from the customer’s pocket. Kevin is joined by Rob Markey. He is the author of a new Harvard Business Review article on how to run a company to maximize customer value, “Are You Undervaluing Your Customers?" He is also the co-author of The Ultimate Question 2.0. Rob believes that customer loyalty and company success go hand in hand. Companies with high satisfaction rankings grow revenues roughly 2.5 times as fast as their industry peers. Leaders need to find ways to get the voice of the customer in front of the entire organization, not just sales or customer service (regardless of the size of the organization.) Rob also shares ways to destroy customer value (a lesson on what not to do).
In this episode, Rob discusses:
13 Days to Remarkable Leadership, a free leadership video series based on Kevin's book, Remarkable Leadership. You can learn more at https://remarkablepodcast.com/13days