Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX
Customer Experience doesn’t belong to a single department. While it is a strategy, providing great customer experience must become part of the DNA of the organization. This means that getting every employee involved is critical to CX success. From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. CX and EX go together. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX).
In this blog, I discuss the importance of culture in achieving success in the B2B industry. I stress how culture is critical in driving an organization’s performance, especially in delivering exceptional customer experiences. I define culture as “creating a place where great work happens” rather than providing workplace perks. There are tips for creating a positive culture, including respect, empathy, accountability, and a focus on continuous improvement. I also highlight the connection between employee experiences (EX) and customer experiences (CX) for business success.
In this blog, I emphasize the importance of customer experience (CX) and employee experience (EX) to a company’s success. I stress that great CX can only be achieved if employees are engaged and satisfied. I discuss the impact of disengaged employees on customer interactions and offer steps to improve it, starting with senior leadership setting a positive culture and being accountable for living out company values.
For additional reading on CX and EX, I recommend:
- Drive Employee Engagement By Building A Culture Of Caring
- 5 Leadership Tips For Increasing Employee Engagement
When everyone in the organization is aligned with a shared commitment to delivering exceptional customer experiences, it becomes a sustainable competitive advantage that sets your company apart.
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