Leader 2030-Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously

The Executive Study Group (ESG) webinar named “Leader 2030 – Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 6th Aug 2025. He discussed the relation between customer experience and loyalty, customer service as a hygiene factor, make it easy by removing obstacles and 5 strategies for “Effortless’ customer experience. 

Firstly, Dr. Mark Lee defined the loyalty that as customer’s intention to continue doing business with a company, increase their spending, or say good things about it. However, research showed that exceeding their expectations during service interactions hardly improve loyalty.

Thus, Dr. Lee proposed to make it easy by removing obstacles. Shifting the loyalty curve by exceed customer expectation is a wrong loyalty goal. 

But shifting the loyalty curve by making it easy should be correct loyalty goal. For example, coaching staff to reply customer if no product in stock as “We’ll have stock availability for that item in two weeks.” 

After that he further explained “Make It Easy” meaning to remove obstacles for customer. 

Finally, Dr. Lee briefed 5 strategies for “Effortless” Customer Experience as follows. One example that company defined event-clusters that not only resolve customer’s primary issue but also to anticipate and address common downstream issues. 

Reference:

Asia Pacific Institute for Strategy Limited (亞太策略研究所有限公司) – www.apifs.org

ESG facebook - https://www.facebook.com/groups/esg08

Leader 2030 - Empowering the Next Generation of Leaders - https://www.apifs.org/Leader2030-en

20250625: ESG Webinar – Future-Proof Your Career: Strategies to Stay Irreplaceable in the Age of AI - https://qualityalchemist.blogspot.com/2025/06/esg-webinar-future-proof-your-career.html

Leader 2030 series:

20250307: Leader 2030 Webinar – Lean Startup: Quick Innovation Strategy - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-lean-startup-quick.html

20250319: Leader 2030 Webinar – How Are AI Projects Different from Traditional IT Projects - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-how-are-ai-projects.html

20250422: Leader 2030 Webinar – The Secret for Successful Strategy Execution - https://qualityalchemist.blogspot.com/2025/04/leader-2030-webinar-secret-for.html

20250502: Leader 2030 Webinar – The Secret for Successful Strategy Execution (II) - https://qualityalchemist.blogspot.com/2025/05/leader-2030-webinar-secret-for.html

20250515: Leader 2030 -Negotiation Strategy to Lead Changes - https://qualityalchemist.blogspot.com/2025/05/leader-2030-negotiation-strategy-to.html 

Previous talks summary:

https://qualityalchemist.blogspot.com/search/label/Executive%20Study%20Group