There should be no conflict between customer experience and shareholder returns

If you give your customer a great experience, it’s always good for your shareholders.

Great customer experience = loyal customers = more customers = more revenue = more profits = more dividends.

If you find yourself in a situation where your customer experience is not aligned with your shareholder returns, you’re doing something wrong.

Maybe it’s your business model. Maybe it’s your culture.

Whatever it is, fix it.

In the end, customer experience is the only thing that guarantees your business survival.