Sustained Value Creation & The Customer Experience

Blog, iD Blog | July 7, 2016

iD works diligently at keeping the brand at the center of the customer experience by creating solutions that create value at each touch point. We seek to improve the customer satisfaction with accurate order fulfillment, on-time delivery, customized packaging, inventory management, returns handling, and so much more. It’s all about the Customer Experience. Always!

According to Bain & Company, “sustained value creators—companies that achieve long-term profitable growth—have Net Promoter Scores® (NPS) two times higher than the average company. And Net Promoter System® leaders on average grow at more than twice the rate of competitors.”

Steve Jobs was quoted to say “You’ve got to start with the customer experience and work back toward the technology – not the other way around.” Paraphrasing that, we at iD would say “You’ve got to start with the customer experience and work back toward the service – not the other way around”. Ask yourself, if that is not the core reason to be paying such high attention to that golden egg proverbially called CX, then what is?

While no one specific gauge or tool is a panacea, in aggregate almost any tool you use to ask the hard questions of whether everything you do for your customers, and by extension everything your partners do, is solely focused on adding more Promoters than Detractors to your brand.

At iD, we believe every customer order is someone’s special something – a beauty product a lady or gentleman are seeking to feel special, or a cool new gadget, health product, sample of something unique, an apparel, or a birthday gift, a holiday gift – whatever the item it was ordered with care, and should be treated as such. It is our pleasure to handle it with care.

iD works in tandem with each client to maintain and enhance the customer experience and brand, at every possible opportunity. Specialized services may vary and tend to be unique and extremely specific to each client and include:

  • Near Perfect Order Handling
  • Expedient Shipping Services
  • Customized Packing Slips
  • Branded Packaging Solutions
  • Gift Services

For more on customer value, see the following resources:

Loyalty economics (

“Likelihood to recommend” tops customer experience measures (The Temkin Group)

The Power Behind a Single Number (Satmetrix)

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