And I want to understand for the listeners, what are three or four steps that they could do this week to help identify and then implement?

Sure.

First thing I would do is determine who are your most important customers.

Because not every customer is equal.

I know that sounds a little odd coming from a customer experience guy, but they aren't.

Who are your most important customers? Those that you can unlock future growth in.

Because you're right, Ford, it is about 10 times more to acquire a new customer.

But is that what you meant by keeping your staff, by getting them to meet other people in the company and then reducing the turnover?

And I think you already asked yourself the first question, how is it possible to drive growth in customer experience? What did you learn from these more than 800 interviews? Well, this one, first of

all, came from, actually the interviews and this survey came up with the same answer.

So I work a lot with the Advanced Manufacturing Customer Experience Consortium, AMCX.

It's a collection of about 60 manufacturers and distributors.

It's a free program.

You guys message me on LinkedIn.

I'd be happy to get you more information on it.

How is it possible to get a client then to answer to this question with a yes, I feel valued?