Customer Experience is Everything: The Key to Business Success in Any Industry

In this article:


  • Why Customer Experience matters more than ever


  • How to improve Customer Experience: Proven strategies from industry leaders


  • Why it’s not just about better technology


  • Unique Business Models that redefine customer experience: How one franchise makes CX ‘the best damn part of your day’


I was having a glass of wine with a friend, a former client of mine, when the subject of customer experience came up.


My friend owns the largest home-grown new home building brand in the country and he said unequivocally that the quality of the customer experience is the biggest battlefield in an industry with one of the longest sales processes of any industry.


“It can take as long as three years from the sales and marketing stage through to construction, completion and handover,” he explained. “And at the end, it’s the quality of the whole customer experience that matters most to our business.”

Why Customer Experience Matters More Than Ever

The power of customer experience lies in its ability to directly impact a business’s bottom line. According to a 2023 study by PwC, 73% of consumers say that a positive experience is one of the most important factors in their purchasing decisions. Meanwhile, businesses that lead in CX outperform competitors by 80% in revenue growth. Simply put, providing a memorable, frictionless experience can drive higher customer retention, brand loyalty and profitability.


Consumers and business buyers now have more choices than ever before, and they are not just looking for great products or services—they want personalised, seamless experiences. When companies fail to deliver, customers are quick to move on. On the other hand, businesses that exceed expectations can transform satisfied customers into loyal advocates.


How to Improve Customer Experience:

Proven Strategies from Industry Leaders



Here’s a step-by-step guide on how to improve customer experience and examples of businesses that have successfully implemented these strategies to gain a competitive edge:


1. Understand Your Customers Through Data


To deliver exceptional customer experiences, you need to understand your customers’ needs, preferences and pain points. This requires collecting and analysing data at every stage of the customer journey.

Case Study: Amazon’s Data-Driven Personalisation


Amazon is a prime example of using data to enhance CX. By leveraging algorithms and machine learning, Amazon tailors product recommendations for each user based on their browsing history, previous purchases, and even what similar customers have bought. This level of personalisation has significantly improved customer engagement and increased sales.


In fact, 35% of Amazon’s sales come from its recommendation engine.

How You Can Do It:


  • Implement customer feedback systems (surveys, reviews) to collect data on customer preferences


  • Use data analytics tools to track customer behavior and personalise interactions


  • Consider investing in CRM (Customer Relationship Management) systems to keep track of customer touchpoints

2. Simplify and Streamline the Customer Journey


Customers value simplicity and convenience. The fewer the obstacles, the more satisfied they will be. Optimising each touchpoint for ease can greatly enhance the overall experience.


Case Study: McDonald’s AI-Powered Drive-Thrus


McDonald’s has simplified the drive-thru experience by integrating AI to personalize menu suggestions based on factors like time of day and weather. By reducing decision fatigue and speeding up the ordering process, McDonald’s has improved both customer satisfaction and operational efficiency.


Their AI initiative helped increase digital sales by 20%.

How You Can Do It:


  • Map out the customer journey to identify friction points



  • Streamline processes, such as checkout and customer service interactions, to reduce complexity


  • Offer self-service options like FAQs, chatbots, or mobile apps for convenience

3. Leverage Technology to Enhance CX


Digital tools like artificial intelligence (AI), augmented reality (AR), and mobile apps can revolutionise the way businesses interact with customers, offering personalised, real-time solutions that enhance the overall experience.


Case Study: Sephora’s Augmented Reality Experience


Sephora has transformed the beauty shopping experience with its Virtual Artist app, which uses AR to allow customers to try on makeup virtually. This not only makes the shopping experience more interactive and fun, but it also reduces the uncertainty of purchasing cosmetics online.


This innovative tool has led to increased online sales and reduced product returns. 

How You Can Do It:


  • Use AI chatbots to offer instant responses to common customer inquiries


  • Explore AR and virtual reality (VR) solutions to enhance product try-ons or virtual tours


  • Implement mobile apps to give customers easy access to your services, such as order tracking or appointment scheduling

4. Invest in Employee Engagement


Employees play a crucial role in delivering excellent customer experiences. A disengaged workforce can have a direct negative impact on CX, while motivated and empowered employees are more likely to provide positive interactions.

Case Study: Ritz-Carlton’s Employee Empowerment


Ritz-Carlton is renowned for its luxury customer service, largely due to its policy of empowering employees. Each employee is authorized to spend up to $2,000 per guest to resolve any issue and ensure the guest leaves satisfied.


This level of empowerment builds a sense of ownership among employees, leading to superior service and creating loyal customers who are willing to pay a premium for the experience.

How You Can Do It:


  • Provide regular training programmes focused on improving customer service skills


  • Empower employees by giving them the tools and authority to resolve customer issues on the spot


  • Foster a company culture that rewards excellent customer service, whether through bonuses, recognition, or other incentives

5. Personalise the Customer Experience


Personalisation is key to making customers feel valued. From customised recommendations to personalised communication, businesses which tailor their interactions with customers are more likely to foster loyalty and trust.

Case Study: Netflix’s Personalised Content Recommendations


Netflix has mastered the art of personalization through its advanced algorithm, which suggests content based on each viewer’s preferences, viewing history, and habits.


This level of personalisation has not only made Netflix more appealing but also reduced churn, with 75% of viewer activity driven by personalised recommendations.

How You Can Do It:


  • Personalise emails and marketing communications based on customer data


  • Offer product or service recommendations tailored to individual customer needs


  • Use CRM tools to keep track of customer preferences and follow up with personalised offers

How one franchise makes CX ‘the best damn part of your day’

Case Study: Combining Grooming and Social Experience


Scissors & Scotch is a prime example of how blending seemingly unrelated concepts—grooming services and social environments—can create a standout customer experience. Launched with the goal of offering men more than just a haircut, Scissors & Scotch provides an innovative mix of grooming services and a cocktail lounge, turning a mundane task into a luxury, experience-driven service.


The key to their success is the membership model that prioritises customer engagement and loyalty. Members not only receive premium grooming services but also enjoy access to the lounge, complete with drinks, making it more of a social experience than a routine haircut. By providing a unique combination of high-quality grooming and relaxation in an upscale environment, Scissors & Scotch has positioned itself as more than a barbershop—it’s a lifestyle brand.

How You Can Do It:


  • Consider offering bundled services that complement your core offerings, turning routine transactions into enjoyable experiences



  • Explore membership or subscription models to foster long-term loyalty and engagement



  • Create a space that feels inviting and encourages customers to stay longer, even after their primary transaction is complete. This can help build a sense of community and connection with your brand
Robin La Pere of No Ordinary Franchises and Businesses is a specialist in evaluating and elevating your Customer Experience (CX)

Now is the time to evaluate and elevate your customer experience strategy

Get started on your journey to transform your business and unlock new opportunities for growth. Contact me for a free, no-obligation Customer Experience Consultation by phone or on Zoom, WhatsApp or WeChat.


Remember, CX isn’t just something you do—it’s everything when it comes to achieving lasting business success.

Share on your Page:

Follow us:

by Robin La Pere 23 January 2025
As a franchise consultant, I’ve had the privilege of working with brands that are reshaping industries and challenging the status quo. From the adoption of groundbreaking technologies to the reinvention of traditional franchise agreements, the past year has been a proving ground for innovation. As we step into 2025, the question isn’t just about keeping up—it’s about leading the charge. Let’s explore what the future holds and how some of the most innovative franchises are already paving the path to success.
In 2024, a raft of new laws and regulations came into force which impact the franchise model
by Robin La Pere 14 January 2025
New laws and regulations came into force in 2024 which will affect the franchising industry, both directly and indirectly, and may lead, in the words of McDonald's corporate and franchisees, to "destruction of the franchise business model"
by Robin La Pere 11 December 2024
$8 billion. That's the jaw-dropping amount that Blackstone private equity just paid for Jersey Mike's, a submarine sandwich franchise with just 3,500 stores.
Has Jaguar made a mistake with its recent rebrand? Or was it their intention to stir up controversy?
by Robin La Pere 27 November 2024
Jaguar's recent rebranding announcement has stirred up fierce criticism and even ridicule. Critics say Jaguar has thrown its iconic brand heritage into the toilet and come up with a new brand image that distances it from its traditional market but seems to alienate new markets.
by Robin La Pere 26 November 2024
Meet Sarah. She’s the owner of a boutique business in Auckland specialising in handcrafted, eco-friendly candles. For years, Sarah’s website thrived, attracting customers searching for ‘sustainable candles in New Zealand.’ Her engaging blog posts on candle-making and sustainability consistently ranked high on Google, driving steady traffic and sales. But recently, everything changed.
by Robin La Pere 24 November 2024
If you’re not up with the latest on 102-year-old brand remakes, then you’ll never guess whose rebranding pre-launch teaser this is part of. The whole video clip may help.
by Robin La Pere 13 November 2024
Donald Trump hasn’t yet taken his place as the 47th president of the United States, but he is already starting to make his mark again on world politics and economies.
by Robin La Pere 6 November 2024
This guy has, in my opinion, revolutionised the franchise industry with his unique approach to strategic franchisee recruitment and responsible franchising practices. Just last year, Aaron Harper, CEO and Owner of the Rolling Suds Franchise, awarded franchises for 59 territories across 16 US states, transforming the business into one of the world's largest power washing franchises. Here's how he's done it. Educational Videos: Harper shares real-time business strategies through educational videos on social media, offering insights into responsible franchising and business growth. Social Media Engagement: He maintains an active presence on platforms like LinkedIn and Twitter, posting daily content that discusses franchising best practices and industry trends. Podcast Appearances: Harper regularly participates in podcasts, sharing his journey and expertise in franchising, thereby reaching a broader audience. Keynote Speaking Engagements: He delivers keynote speeches at industry events, discussing topics such as responsible franchising and business development. Media Features: Harper has been profiled in top-tier media outlets like Entrepreneur, Authority Magazine and Franchise Dictionary Magazine, enhancing Rolling Suds' visibility. YouTube Content: He creates informative videos, such as explaining the franchise sales process to educate potential franchisees. Sometimes he seems to give away his 'trade secrets', which could easily fall into the hands of his competitors or inspire would-be franchisees to start their own independent power washing businesses. But Harper believes that his powerful branding, comprehensive end-to-end operating systems and his strong team approach add more value to prospects than going it alone. Getting the help of seasoned professionals: Because Harper's background is in a different industry than property maintenance and he was unfamiliar with franchising before acquiring Rolling Suds, one of the reasons for his rapid success was to engage the services of professionals who assisted him in combining his own vision, values and skillsets with those needed to build and grow a thriving franchise organisation. 
by Robin La Pere 5 November 2024
Picture this: A prospective franchisee, excited about the possibility of joining your franchise, opens your Franchise Disclosure Document (FDD) for the first time.  But instead of finding an engaging, informative document that fuels their enthusiasm, they’re faced with a wall of dense, complex text—a 100-page monolith that feels more like a legal maze than an opportunity.
by Robin La Pere 30 October 2024
Every few years, surveys surface that claim to offer a snapshot of the franchising landscape in different parts of the world. These reports are often filled with glossy graphs and impressive numbers like the one below.
by Robin La Pere 22 October 2024
Team New Zealand's stunning victory in the 2024 America’s Cup has become a source of inspiration far beyond the world of yacht racing. The principles that led them to success on the water can serve as powerful lessons for businesses looking to excel in 2025. Here’s what we can learn from their win to help drive success in the competitive business landscape. 1. Innovation as a Game-Changer Team New Zealand is known for pushing the boundaries of yacht design, constantly innovating to gain a competitive edge. Their 2024 victory was fueled by their cutting-edge technology, particularly in aerodynamics and hydrofoil design. In business, innovation is equally critical. Companies that embrace new technologies, from AI to automation, stand to gain the upper hand by improving efficiency and creating value in ways their competitors can't. Lesson for business: Invest in research and development and stay ahead of industry trends. Whether you're a franchisor looking to enhance operational efficiency or a startup exploring new markets, leveraging innovation is crucial to staying competitive. 2. Adaptability in the Face of Challenges In the unpredictable world of sailing, adaptability is key. Team New Zealand faced shifting winds, currents and tough competition, yet they adjusted their strategy on the fly. Similarly, businesses in 2025 will need to stay agile, responding quickly to changes in the economic environment, consumer behavior, and emerging technologies. Lesson for business: Build an organisational culture that thrives on flexibility. Encourage teams to experiment, pivot when necessary, and be open to rethinking strategies to stay resilient in dynamic markets. 3. Teamwork and Leadership While technology and innovation are important, Team New Zealand’s success also came down to their strong leadership and cohesive teamwork. Every crew member had a specific role, but it was their ability to work seamlessly as a unit that truly set them apart. The leadership team created an environment where each member could thrive and contribute to the collective goal. Lesson for business: Foster a collaborative work environment where every employee understands their role in the bigger picture. Strong leadership, clear communication, and a shared vision can align your team and ensure everyone works toward common goals. 4. Precision and Execution Yacht racing at the America’s Cup is all about precision—split-second decisions, perfect maneuvers and flawless execution. Team New Zealand's ability to execute their strategy with laser focus enabled them to edge out their competitors. Similarly, in business, having a strategy is only half the battle—success comes down to how well you can execute that strategy. Lesson for business: Prioritise operational excellence. Whether it's improving supply chain management, enhancing customer service or optimising your franchise system, ensure that execution aligns with strategic objectives for long-term success. 5. Staying Calm Under Pressure The high-stakes environment of the America’s Cup puts immense pressure on teams to perform. Team New Zealand's composure during tense moments allowed them to make smart decisions when it mattered most. In business, the pressure of deadlines, competition, and market shifts can be equally overwhelming, and maintaining focus is essential to making the right choices under stress. Lesson for business: Cultivate a culture of resilience. Train your team to handle pressure calmly and methodically. This will not only improve decision-making but also keep morale high in challenging times. 6. Working with the Best to Sail into 2025 with Confidence Team New Zealand's win was its record-breaking third in the America's Cup. New Zealand is only a small and geographically isolated nation compared to all of the other competitors in the iconic race. To me, their victory was a testament to any nation's—or business's—ability, no matter how small, to draw on the best people in their fields into their team. The Team New Zealand team was made up not only of world-class designers, boat builders and sailors, but some of the best in their fields outside the realm of yacht racing. For example, one of the team's cyclors was Hamish Bond, who was not a champion cyclist as you might expect but an Olympic gold medalist in rowing. Just as Team New Zealand's innovative, adaptable, and team-driven approach led to their triumph in the 2024 America’s Cup, businesses can draw on these same principles to navigate the complexities of 2025. I have a passion—backed by expertise and experience—for helping businesses like yours with the strategic vision, systems, people and flawless execution to win the future. Contact me to get started with a free Initial Consultation .
by Robin La Pere 22 October 2024
As we approach 2025, the franchising industry stands at a crucial crossroads. Following years of economic uncertainty, shifting consumer behaviours and adaptation to post-pandemic realities, indicators suggest that 2025 could mark a significant turning point for the franchise sector.
More posts