A short conversational clip (Chris Collins with another speaker) arguing that the industry has lost sight of customers who generate revenue. The speakers warn that companies prioritize internal convenience and shortcuts over improving customer experience, leading to customer loss and declining return visits. The piece prompts reflection on accountability for customer-centric practices.
Customers are paying the bills, like more and more. The conversations are like, that we're entitled, that customers are going to do it our way or, you know, customers are an inconvenience from us being on Facebook all day or whatever it is. And it's like, when did we lose sight of the fact that customers are the ones that are. The revenue. Revenue comes from customers. Don't you feel like that's been lost? Nobody's, nobody's really ever talking about how to improve the customer experience. They're talking about how to make it easier for themselves, how to have more time off, how to do less, how to take shortcuts. Yeah, but rarely are we talking about how to improve the customer experience.
I think that as an industry, sometimes we act like there's a never ending flow of people coming in our doors. And the truth is the opposite, that every day I think we lose more customers.
Every day I think someone says, I'm not going to go back to that place.
