The First Four Steps to Improving Your Customer Experience

We’ve spent a lot of time talking about the reasons to be motivated by Customer Experience (CX) in previous articles. While improved market value is the most significant long-term impact for most organizations, there are also compelling operational impacts that result from a well-run Customer Experience Management (CEM) program.  Simply put, improving CX will lead to stronger revenue growth and lower operational costs.  There is also the inescapable requirement to respond strategically to the long term macro-economic shift toward the experience economy which makes improving CX more compelling every day.

This article discusses the structure of a successful and effective CEM program. 4 key steps are outlined at the end of the article.

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The Macroeconomic Drivers for CX Adoption: Ignore It At Your Peril!

The Macroeconomic Drivers for CX Adoption: Ignore It At Your Peril!

There’s a macroeconomic shift that’s been emerging for quite some time, and it can no longer be ignored. The customer experience has evolved to become a monetized element of the economy. Companies are now focusing on their progression into human centered design offerings, where leaders are achieving a premium based on the experience associated with the consumption of their goods or services. Disney is a classic case that we all know and love. The Disney approach is to sell an enchanting memory, not a ticket to a day at the theme park. Apple doesn’t just sell you a computer or a phone, but an entire networked experience of productivity and personal choice. 

What I find so compelling about this economic offering is that many companies currently putting this strategy to use are literally beating the economy. Why is this? The answer is simple. They are leveraging the latent macroeconomic forces of the experience economy.

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The Compelling Case for Committing to CX Leadership

The Compelling Case for Committing to CX Leadership

The Compelling Case for Committing to CX Leadership

CX Leaders Are More Successful, Period.

There’s no question that there’s a fast-growing trend in the corporate world regarding the implementation of CEM approaches. The conversation regarding customer experience (CX) is that it’s guaranteed to drive growth in your company. Strong and consistent customer experiences will lead to increases in your marketing effectiveness, and decreases in your operational costs. How do we know this? Because loyalty economics says so, and the evidence is quite compelling.

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The Compelling Case for Committing to CX Leadership

Why Manage the Customer Experience? Because it’s a Guaranteed Investment!

Investing in the Customer Experience
(CX) is effectively guaranteed to improve your bottom line.

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