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Hi there! 👋

Everyone loves NPS scores, going the extra mile, and customer-centricity.

But there's a hidden danger here: you're optimizing for customer satisfaction, not profits and growth.

Think about it. If you take all returns forever, always upgrade shipping speed, or build whatever customers ask for, the costs skyrocket. Most businesses I've been involved with had overly generous return policies.

They were getting exploited.

Discounts are the extreme example. Sure, they'll make customers thrilled, but do they help your bottom line?

Instead of optimizing for customer satisfaction, focus on profits. 

Yes, listen to your customers, but ultimately you have to do what your best customers will both value and pay for.

Here's the secret:

→ Develop products that your best customers will pay for.
→ Design services that add value specifically to them.
→ Focus on sustainable growth.
→ Align your business strategy around paying customers.
→ Prioritize profit over NPS.

Profits > NPS.

You’re not blowing off customers altogether.

"Customer-centric" means you build your business around them. But this means developing products and services they will pay for.

I've seen companies get caught in the trap of endless discounts and generous return policies. They thrilled customers but tanked their profits.

So, here's a lesson:

→ Listen to your customers, but prioritize profitability.
→ Optimize your business around what your best customers value and are willing to pay for.
→ Sustainable growth comes from balancing customer satisfaction with profitability.

This approach ensures your business thrives.

It's not just about making customers happy; it's about building a profitable, sustainable business.

Look at your policies today. Are you prioritizing profits? Make the shift now and watch your business grow.

Stay tuned, have a great Sunday!

Erik

Whenever you’re ready, there are three ways I can help you.

1. 1:1 Advisory for E-Com Managers: I help you run, scale & optimize your e-commerce business.

2. Resource Library. Useful resources for every marketer. Includes an E-Commerce Audit Report, ChatGPT Prompt Guide & Midjourney Masterclass.

3. Book a 1:1 Call. A No Bullshit 20 min Ask Me Anything call. If you’re facing challenges in online business, I’m happy to talk.

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