Your clients are judging you.
For senior executives, it is essential to understand the economic impact of customer experience (CX). CX impacts revenue, retention and brand image either positively or negatively, and virtually no industry is immune. Execs need strategic insights about where to look within an organization for CX failures and causes of churn, and perspectives on how to turn them into opportunities for growth. CX is not a “nice to have” approach; it is critical to long term business success.
The CX Killer – Disengaged Employees
Employee engagement is not the same thing as happiness or satisfaction. Engaged employees care about the success of the company. They bring innovation, ideas and are your “front line” connection to your customers. A positive customer experience cannot be sustained without a positive employee experience.
Connecting the dots between CX and EX. Two main causes of an otherwise well-considered customer loyalty program are communication and leadership, especially where the two intersect.