Advancing & Scaling
Customer Success & Customer Experience
to the Next Level
The Secret To Success
CX Is Evolving
Since the birth of customer experience in the 2000’s as a focused discipline, it has now evolved and morphed into broader areas of customer success and customer service/support. These 3 practices interwine and play a major role in delivering customer happiness. Embrace the trend for success.
Top Level Support
Without support from the highest level in your organization, customer experience as a discipline is doomed to fail. You will waste all your energy on why customer experience is important to the organization.
Employees Rule
If your employees are not happy, your customers will know it. Real customer experience relies on genuine, compassionate and caring employees. If you want to create a customer experience discipline, you need to start with your employees. Treat them right & treat them well!
CX Stickiness
If you leave your company and the CX work that you left behind dies, you have failed. That is the difference between a CX program versus a CX transformation. Make sure your work infiltrates the organization long after you are gone.
Let Marketing Lead
You want to delivery a great customer experience. But you and your executive team can’t define or agree to what that is? What do you turn to for inspiration and the final say? Look to your marketing department’s brand information to bring the customer experience to life.
HR Has The Other Half
Partner with HR to get a pulse of employee happiness via employee ratings and reviews from current and exiting employees. Happy employees is half of the equation to a successful CX organization. Gaining trust with your HR business partners is key to being able to cross-pollinate CX insights.