The entire concept of “Customer Experience” as a brand differentiator has been around for a long time now – certainly long before 2020.
And until this year, successful brands have relied on their knowledge of their customers’ needs and priorities to make substantial investments in CX strategy, infrastructure, and tactics.
Sure, needs, wants, priorities – and the availability of competitor brands with better options – have always changed over time. But it’s been fairly evolutionary, fairly predictable.
And then… 2020 came along and tore the rug right out from under everyone’s “conventional wisdom” about what customers crave more than anything else – and how they evaluate their brand experiences. As a result, many organizations have come to the realization that their CX strategy may not have been as accurate, comprehensive, or nimble as they thought it was.
Do you know how your CX strategy stacks up? That’s what Phil Britt recently asked, in a recent article for CMS Wire. Here are his 6 critical aspects of an effective CX strategy. I’ve reframed them as questions I think every organizational leader should be asking right now:
Have you actually defined a “Customer-Obsessed” CX Agenda?
Is your CX agenda fully aligned with your Brand Promise?
Is the vision fully focused on your customer?
Do you have an effective and engaging team of Internal CX Advocates?
Have you brought the vision to life throughout your organization?
Do you have the process and infrastructure in place to continuously promote the vision internally and externally?
You can read the entire article here. If you would like to know more about how Skybridge Americas can help you keep your CX promises every day, on every customer call, please reach out. We would love to talk!
Senior Vice President, Sales and Marketing
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