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

The Executive Study Group (ESG) webinar named “Leader 2030 – Innovation Strategy Part 2 – How to Increase Customer Satisfaction and Reduce Costs Simultaneously” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 22^nd Aug 2025. It covered relationship between customer experience and loyalty, customer services as a hygiene factor, make it easy by removing obstacles and “Effortless” customer experience. 

Firstly, Dr. Mark Lee reviewed the changes in the loyalty curve and pointed out that raising customer expectations does not necessarily significantly increase customer loyalty.

Then he discussed the emotional side of customer. Dr. Lee said 24% of the repeat calls stemmed from emotional disconnects. So we needed to identify customer’s personality type such as “Controller”, “Thinker”, “Feeler” or “Entertainer”. 

And then balance of detail and speed for different type customer diagnosed. In order to remove emotion obstacle, “Positive Spin” on the need of customer is useful.

Many customers had problem for selection. Thus, minimize channel switching by increasing self-service channel would help customer removing obstacles.

After that he proposed to empower the front-line staff to deliver an “Effortless” experience.

Lastly, he demonstrated the diagram for increasing loyalty and reducing cost.

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

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

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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

20250806: Leader 2030-Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously - https://qualityalchemist.blogspot.com/2025/08/leader-2030-innovation-strategy-how-to.html