Discuss Chief Strategy Officer Jim Longo in Forbes:
In the battle to win and retain customers during uncertain times, exceptional customer experience (CX) has emerged as a top differentiator for successful businesses. Yet customer centricity has largely remained a lofty, unrealized goal for most organizations — that is, it remains an aspirational talking point, while the broader teams don’t get the tools or resources needed to execute against that grand vision, despite leadership’s best intentions.
In today’s market landscape, whether targeting B2B or B2C audiences, the difference between high-growth leaders and those struggling to survive comes down to perceptions of (and experiences with) your brand and people. Put simply, customer experience is the “it” factor that keeps companies afloat.
In the second half of 2020, more than two-thirds of companies that led in CX outpaced others in their industries. Even before Covid-19 disrupted everything, customer experience was rising in importance. According to Gartner, nearly two-thirds of companies competed on CX. The question organizations need to answer in order to move from talking points to action: Are your teams able to listen to customer feedback and quickly turn that feedback into actionable insights?
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