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!