🥳Yes, it's today! The #CXDAY to celebrate how you put customers in the center of your business.
Obsession with customers and show empathy about how they feed, what they need, and what they want.
Ensuring your organization treats the #customer as a human.
❌Do not look at them as a sales opportunity.
❌Do not bombard them by hundreds marketing campaigns.
❌Do not send them conflicting messages.
So here is the question for you: #CMO #CCO #CXO #CDO…
What do you do to ensure that customers are treated well and have a consistent experience across all of your organization's channels?
Consistently delivering the right experience to #customers across inbound, outbound, digital, and in-person channels…
✨It starts by understanding the “decisions” you make that influence them.
Yes! the “decisions” and NOT journey, #process, case management, #data, #ai, workflow, upsell, cross-sell, campaign, strategy and so on…
When you understand the decisions you make for customers in all stages of their lifecycles engaging with your #brand, you will have a blueprint for how your organization treats #customers.
Then, you can double down on different parts of the blueprint and decompose that into more detail👇
🔹Put together the rules of engagement that are customer-centric and situation-aware.
🔹Bring together the data you need to understand their behavior for the decisions you make and execute in that context.
🔹Pull together all those individual decisions as the map of how you want to treat customers consistently across all channels.
Establish the single source of truth for #CustomerExperience.
🎯The #CX starts with focusing on optimized, customer-centric, and situation-aware business decisions you make and execute for customers.
Posted here.
Published October 1st, 2024 at 07:30 am
