How Do You Truly Empower Customer Experience?

When a company gets it right and delivers value, customers know it. They reward the business with their loyalty and repeat purchases and will even advocate for that business. But what is different about the companies that get it right? What differentiates their approach from competitors? To explore this topic in more detail, I recently chatted with several senior leaders about what goes into building a successful customer strategy and some of the common gaps that get in the way.

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Building a Holistic Customer Strategy to Invest in Your Customers (Part Three)

To successfully define and execute a cohesive customer strategy, organizations need their entire senior leadership team to fully commit and to do so in a carefully orchestrated way. Executives not only need to have close alignment around their goals and strategic priorities. They also need a clear vision for how the customer strategy will roll out across each functional team and how success will be measured.

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Bridge The Customer Connection Gap For A Successful Customer Strategy

There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future growth. Despite this, we often see companies (including those that describe their organization as customer-centric) struggle with basic steps needed to establish and sustain strong relationships, deliver value to customers, build loyalty and foster brand advocacy.

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Building a Holistic Customer Strategy to Invest in Your Customers (Part One)

Most companies embrace customer focus or customer experience as a mantra. However, many of the same organizations systematically prioritize near-term revenue ahead of delivering long-term value to their customers. To create sustainable customer value—for their benefit and yours—you must organize everything you do around a cohesive strategy for profitably investing in your customers. This is a customer strategy.

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Voice of the Customer: What’s Next

Even the most robust Voice of the Customer programs often lack the sophistication needed to consolidate and analyze customer input for a cohesive company-wide view. Worse yet, we see that most companies build programs that fail to apply this feedback as the impetus for transformation.

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