Inconsistencies in Your Delivery Are Costing Your Company More Than You Think

Standardizing your offerings & your customer journey is critical to scaling your organization. Kitting your products/services and customer experience might not sound fun to some of you (maybe just to me), but I promise you, it’s worth it. It leads to internal cost savings and improved customer satisfaction.

Often we hear, “we don’t have time or resources to devote to program management nor this standardization effort.” You’re not alone. A lot of companies feel this way and it’s why standardizing offerings can often sit on the back burner for far too long. With that being said, in holding off on standardizing your offerings and customer journey, we have seen companies not realize their potential - both in efficiencies and profit. Standardizing delivery approach means that there is less time wasted, fewer cumbersome handoffs between teams, and ultimately more optimization. KPMG included this drive towards efficiency as being one of the hidden ways companies can substantially save costs. If you don’t have the time or internal resources to devote to it, consider contracting with a process expert consultancy, like Process First Consulting, to support you on your initiatives and let you still focus on your day jobs. 

If you are still not sold on the idea that standardization should be high on your priority list, you should consider how much consistency impacts customer satisfaction. A McKinsey study found that customers across industries have a decreasingly lower perception of companies with variability in their delivery. They found that customer satisfaction was based more on overall customer journey rather than individual interactions - people want dependability. They uncovered that “maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.” (McKinsey)

While there is a move away from hyper-focus on customer satisfaction in some industries, it’s hard to ignore that happy customers are going to be the ones who refer your business and referrals are the least expense and highest converting lead source.

Think of your favorite restaurant. Why is it the best? Would it be your favorite if you sometimes had a good meal and other times the food was under seasoned or overdone? Would it be your favorite if the staff sometimes was friendly and other times completely neglected your table or made rude remarks? Probably not. The fact of the matter is that we crave dependability and consistency in our experiences. That’s what builds trust in a brand. 

If you need support on kitting deliverables, delivery, or anything on the CX side of the house, let us know! It’s where we see so much value add in our clientbase.