Whether you like it or not, the true growth of your business is a direct result of the quality of the experience customers have with you.

It doesn’t matter if you’re in retailing, financial services, healthcare, business services, industrial products, or commodities: the quality of customers’ experiences translate directly into your ability to acquire, retain, and improve the profitability of customer relationships.

Organizations that make meaningful improvements in their customers’ experience can realize bottom line improvements of 10-25% as a result of increased retention, incremental sales, reduced acquisition costs, and better price realization.

While most business leaders understand these fundamental truths, there is a significant “knowing – doing” gap. Differentiating or even just meaningfully improving the customers’ experience is exceptionally difficult for most mature, complex organizations. These organizations have a difficult time keeping pace with customers’ rapidly evolving needs, expectations, priorities, and alternatives.



In most cases, the current experience is ad hoc; it was never clearly specified or designed in the first place. As a result, customers’ experiences are fragmented and inconsistent. In addition, shifting the experience typically requires a cross-functional effort to align strategy, marketing, sales, product design, operations, human resources, and technology.

Unfortunately, superficial efforts lead to superficial results. The experience your customers currently have is the result of the behavior of a highly interdependent organizational system. You can’t effectively shift this experience without understanding how the current organizational system produces the current experience.

We’ve seen many organizations define an aspiration for a better experience; redesign their processes and technology, and, in the end, realize little or no measurable improvement. This is because the real behavior of your organization is driven by implicit beliefs and unwritten rules that are deeply embedded in employee experiences. These employee experiences are generally inconsistent with the desired customer experience.

Over the past 20 years, members of BSG Concours’ Customer Driven Innovation team have helped dozens of leading companies accelerate growth by delivering a differentiated and compelling experience for customers and employees.

Contact us today to see how our comprehensive approach and a unique combination of capabilities can make a difference.