How To Get C-Suite Buy-in on Your Customer Experience Initiatives: CMSWire

Share on twitter
Twitter
Share on linkedin
LinkedIn

Another great article from Phil Britt at CMSWire, with excellent input from Jon Picoult of Watermark Consulting. Thank you Phil for my opportunity to contribute.

https://www.cmswire.com/customer-experience/how-to-get-c-suite-buy-in-on-your-customer-experience-initiatives/

Ultimately, the best demonstration of a successful CX strategy is showing improved customer acquisition and retention rates; improved share of wallet for specific markets or customers; incremental revenue; and even margin.

The first step is to show operational improvements in areas such as:

  1. Effort: Is doing business with us easier?
  2. Deployment: Are product implementations (or new product introductions) and updates faster and more effective?
  3. Relationship: Can we be better counted on as a trusted partner?
  4. Issue Resolution: When things go wrong, do we correct the situation more effectively and faster?
  5. Transactions: Are we increasingly straightforward, efficient, and transparent when we transact with you?
  6. Product Quality: Do we do a better job delivering the product you expected?
  7. Value: Are we doing better in helping you achieve your desired outcomes?
  8. Renewal: Are you more likely to buy from us again?
  9. Reference-ability: Are you more likely to recommend us to someone else?
  10. Engagement: Are we improving in how we adapt to your style of interaction and transaction?

I’m a believer of focusing on continuous improvement in any and all of the above, versus setting specific, arbitrary values as goals.

    More to explorer

    Customer Success: Attitudes to Training, Certification & CPD

    Customer Success is about three things: people, leadership, and change. In that order. There is a lot of writing available on the principles and mechanics of Customer Success. There is also quite an inventory at a conceptional level on customer-centered businesses and customer focus. This is great, but what’s often missing is how to develop our people, how to reframe leadership, and how to systematically apply change management strategies, all in the service of Customer Success.

    Leave a Reply

    Your email address will not be published. Required fields are marked *