Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
Think of this in terms of “crawl, walk, run.”
I’ve been working in CX for over 30 years; in the process, I’ve created five competencies that drive a lot of my work. And now, in under five minutes, you can align around them too!
Companies often focus 3-to-1 on acquisition as opposed to retention, even though retention of customers is cheaper. Then they worry that it’s too late. Is it? Of course not.
If you want your business to scale up as a customer-driven growth engine, you need to understand the customer experience competencies that I’ve worked for three decades to shape. Here’s a quick primer in conjunction with CX Week 2016.
Customer desire is an emotion that will earn growth for your business. If you deliver a reliable experience, your customers will desire to have it again.
Chief Customer Officer 2.0 utilizes the proven 5-competency framework that will advance your customer experience transformation.
5-Competency Reality Check Audit helps you to clarify the work and unite your organization.