Being able to deliver a positive customer experience has a significant upside for businesses. It can result in increased customer loyalty, repeat business, positive word-of-mouth referrals, and even higher lifetime customer value. All of these have the potential to benefit a business’ bottomline. According to a study by PwC, 73% of customers cite customer experience as an important factor in their purchasing decisions. By prioritizing customer experience, businesses can differentiate themselves from their competitors, build stronger relationships with their customers, and ultimately, achieve long-term success. 

In this episode, Arun Kanagasabapathy, Vice President of Central Services at Reliance Home Comfort, walks us through how his organization has achieved high customer satisfaction for close to half a century, through its eight tenets of customer experience.