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B2B CX – Strategy & Business Alignment

ECXO

reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ). Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer. If you enjoyed this read, connect with me on LinkedIn !

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Without this high-level oversight, CX efforts can stall or get deprioritized amid competing initiatives and people resistance for change.

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Similarly, regular cross-functional workshops can be beneficial for identifying and addressing pain points in the customer journey that may require multi-departmental efforts to resolve. This level of alignment allows each department to work toward the shared goal of enhancing CX without duplicating efforts or missing critical details.

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Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy

ShepHyken

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

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5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

InMoment XI

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. Simply put, investing in employee engagement saves you money. A loyal customer is valuable to retailers in a multitude of ways.

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Unlock The 3 Key Net Promoter Score Drivers

InMoment XI

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction.

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{Guest Post} How Employee Engagement Impacts Your Company’s Performance and Results

Michelli Experience

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Defining Employee Engagement. In other words, engaged employees care.