8 minutes read

Who Owns CX in a Company?

Explore the impact of Customer Experience (CX) on customer loyalty and strategies to improve CX in a company.

Dheeraj Kumar
26/03/2024

Customer Experience (CX) drives over two-thirds of customer loyalty, more than brand and price combined. The impact is felt across the industry – 83 percent of executives feel that unimproved cx puts forth considerable revenue and market share risks. No doubt now – a great customer experience management (CXM) is inevitable. Win loyal customers by securing your Customer Experience program with these surefire strategies.

Be Customer-centric

Tie your decisions, processes, and strategies perception of an organization's ability to deliver the customer journey – VOE and VOP represent the internal perception. CX is a 'fact-based methodology' – the primary objective of measurement is to identify the small number of priorities having the greatest detrimental effect on customer perception and financial performance. The secondary objective is to get a number! Too many organizations are obsessed with getting a number first, often to massage ego's, rather than understanding what it is they need to focus on to improve customer perception!

Tags:
Marketing
Development
HR & Recruiting
Design
Management
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Dheeraj Kumar

data specialist

Archit has been working in the field of data science since 2018. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance.

Member since Mar 15, 2021

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