Do you have an Effective CX Team to Grow Your Business?

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An effective CX Team is the key to growing your business and creating better customer experiences in your company. In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective, I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement). Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth.

I found an interesting article by Shep Hyken, Mastering Customer Centricity: Six Ways To Put Customer At Core Of Your Business, in Forbes this week that reiterates the six ways to improve your CX:

1. Put the Customer First
2. Be Proactive and Respond Quickly
3. Personalize the Experience
4. Use Technology to Your Advantage
5. Empower Your Employees
6. Measure and Improve

I recently had the privilege of interviewing Fred Reichheld, Bain Fellow, and creator of the Net Promoter System (NPS). Many of you may remember that he was the keynote speaker at our client conference last year. In this three-part video interview, Fred focuses on:

1. “Loving” your customer
2. The emotional bond between businesses and customers
3. The pivotal role of outcome metrics in understanding and driving business growth

Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth.

We have just opened registration for our client conference for 2024. Our theme is Build a Stronger CX Culture. The conference will held on March 5 – 7, 2024, here in Charlotte. We’ve expanded this conference to two and one-half days from one and one-half days. This year, we will have two keynote speakers: one from Chick-fil-A and a former Harley Davidson executive. Both speakers come from companies where brand and CX go hand-in-hand. Click here for more information and to let us know if you are interested in attending.

Please let me know if you want to share how you make CX work in your company. We love to share what works in CX with our clients.