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The Time to Win: How to Exceed Your Customers’ Need for Speed
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About The Time To Win: How To Exceed Your
I recently launched a comprehensive, proprietary research study to measure the relationship between responsiveness and revenue. The key finding: We care about time (and how we spend it) more than ever. Speed has always been an important part of the customer experience. But the research suggests it’s now the single most important component. Today, 2/3 of customers say that speed is as important as price. If you give your customers time, they will give you money. And if you cost your customers time, it will cost you money. And that’s why, instead of writing a full-length book that asks you to devote five or more hours to it, I’ve created this concise mini-book. This is truly The Time to Win. Business leaders have a massive opportunity to lean into speed and responsiveness throughout the customer journey, and use it as a competitive edge. You’ve no doubt heard the adage: Good, Fast, Cheap – pick any two. Today, you can decide whether you want to be fast and inexpensive, or fast and high quality. But being fast is not optional. Because today, we interpret speed as caring, don’t we? If a business or organization (or friend, spouse, colleague, or offspring) responds more rapidly, we interpret that as them caring more about us and our issue. Which means that, in your business, if you can outperform your competition in responsiveness, you can gain and keep more customers than they do. In this short, but meaty book, I give you the 6-piece Time to Win framework. It includes specific recommendations–with examples–for how, why, when, and where to optimize your responsiveness inside your organization. I’ve trained thousands of business leaders on this framework, and it’s in use today in organizations everywhere who understand that The Time to Win starts….NOW.
