Stephanie Mehta’s Post

Customer number one is actually your employee base... Historically, organizations have been hyper focused on creating the best customer experience, while neglecting the ones who create the customer experiences. While we SHOULD be focused on the customer's needs, wants, desires, we also need to be sure we balance that with our employee experiences, understanding that it all works collectively. 'What defines the experience of your company is the way your brand shows up, the way that your employees show up, the way that your products come to life--and then understanding the journey of how customers interact with your business." Zig Serafin, CEO of Qualtrics

Return On Investment 💰 How do we quantify 'Customer Happiness'? 🤔 How can we align investment with return when it comes to CX? Take a look at our recent blog that addresses this subject and may help when reviewing your own approach and expectations that come with a Customer Experience strategy. Sales, Marketing, HR, Visions, Goals - all of these closely align with your #cxstrategy in one form or another. If you have the resources to review each of these customer touchpoints effectively and align them with your business growth strategy you are likely to be in a very healthy place. If any of these aspects are missing however, this might be the perfect time for a chat? #customerexperience #clientexperience #returnoninvestment

Customer obsession can boost a brand's reputation and profits; but it requires C-suite dedication to CX, high levels of personalization, and a positive employee experience. via TechTarget http://ow.ly/he2r104S65S #ReshapingCX

Customer obsession can boost a brand's reputation and profits; but it requires C-suite dedication to CX, high levels of personalization, and a positive employee experience. via TechTarget http://ow.ly/he2r104S65S #ReshapingCX

Modern CX Strategies... Great post from Jeannie Walters, CCXP on what to avoid and best practice for customer experience in 2024. Love point 4 moving from reactive to proactive. #cx #experience #customerexperience #digital #data #ai

🌟 Unlocking the Power of Customer-Centricity 🌟 In a landscape where customer experience ( #CX ) reigns supreme, businesses are realizing that fostering a customer-centric culture isn't just a bonus—it's a necessity for thriving in today's hyper-competitive economy. Recent findings highlight the staggering impact of prioritizing customer-centricity. Companies boasting a "very mature" level of customer-centricity have witnessed a remarkable 2.5X revenue growth compared to their "very immature" counterparts over the past five years. This isn't merely a trend; it's a game-changer. Reflecting on the words of David Packard, co-founder of Hewlett-Packard, it becomes clear that "marketing is too important to be left to the marketing people." Similarly, in our era, customer relationships are too crucial to be delegated solely to sales teams and customer service departments. Forrester's past research echoes this sentiment, showing that market leaders in customer experience outpaced market laggards by a staggering ~450% greater Compound Annual Growth Rate (CAGR) from 2010 to 2015. These numbers speak volumes. As businesses navigate the ever-evolving marketplace, one thing remains certain: prioritizing customer-centricity isn't just a strategy—it's the cornerstone of sustainable success. Let's empower every department, from marketing to operations, to champion the customer journey. Together, we can redefine what it means to truly put customers first. #CustomerCentricity #BusinessSuccess #CXLeadership #ProductManagement #Innovation #CompanyStrategy

It feels like the world is changing at lightning speed.⚡ #CustomerExperience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let's discuss common missteps, mistakes, and general mayhem to avoid! In no particular order, here are ten modern #CX strategies that ANYONE can implement: 1. Deliver personalized experiences → data is your magic wand 🪄 2. Empower customers with the tools they need to help themselves – it's empowering 3. Actively seek and apply feedback for a positive brand image 4. Be a mind reader (sort of) → shift from reactive to proactive CX management 5.Spread joy → engaged employees see 20% higher sales and 21% higher profitability 6. Go green, boost business → according to a study by McKinsey and NielsenIQ, customers value eco-friendly practices and are willing to pay extra for sustainable products 7. Prioritize inclusivity → serving customers of all kinds isn't just a trend 🌍💬 8. Keep their secrets safe → let customers decide how their data is used 🔐🌐 9. Let the data guide your customer happiness strategies 10. Stay agile and awesome → keep learning, and continue to delight your customers Oh, and make sure to do this every single day. 😃 Pro tip: customer experience is all about connection, innovation, and a whole lot of fun! Repost this strategy ♻️ for your network & explore more CX trends for you to use… along with a few missteps to avoid >> https://lnkd.in/gNinX5R2 P.S. Which part is your favorite (1-10)?

We talk to a lot of #cx leaders and teams about #customerjourneys, #journeymapping and the like. Few clients start by asking "what is a journey?" But all to often we find that journey mapping and measurement ambitions fail, or at least fail to deliver as much value as they could, because teams haven't defined journeys at the right altitude, and that they fundamentally aren't concerned with customer goals, but instead focus on business goals like driving conversion or advocacy. Its time to reframe your journey mapping and management efforts in customers terms. In short, a customer journey is: A customer's path and perceptions as they pursue a goal. You customer's outcome isn't "customer buys more of our products" or "customer trusts us". Your customer wants the freedom of mobility, to own a house, to feel great, to get well. Your products and services might fulfil part, or occasionally all, of that outcome - but your customer's goal is rarely just to purchase or use your product. They are trying to achieve something more meaningful to their lives. Go work out what that is using ethnographic research, techniques like the five whys or our own value for customers framework, and you are onto something powerful. Use that insight to steer your journey mapping. And remember - these aren't process maps. In the mean time, read Joana de Quintanilha and Dr. Maxie Schmidt's blog to learn more, and you can listen to Joana explain the seven steps of highly effective journey mapping on the CX Cast here https://lnkd.in/eKfStxwR

What’s the best way to improve your customer experience? A deep dive into customer data? Analyzing customer behavior? Or could it be your frontline team members? Your frontline team members likely know your customers better than you. They know their goals, they know their challenges, they know how your customer experience helps them, and they know where your customer experience falls short. Not only that, your frontline is in the best position to deliver the message and narrative that you want your customers to hear beyond just your advertising. .  This week’s guest helps explain how to create a more collaborative relationship with your frontline team to get those insights. It’s Chris Wallace! Chris is the co-founder and president of InnerView Group, a brand consultancy that helps organizations improve alignment between their frontline teams and their go-to-market strategies. Chris and I chat about curbing the disconnect that happens between leadership and the frontline and how to get your frontline to care more about your brand. Here’s what we discuss: 🎙️How to move a vision from the C-suite to the frontlines 🎙️Why spoon-feeding the frontline is not a bad thing 🎙️Why “asking” is a much better strategy than “telling” 🎙️How to create evangelists in your frontline employees 🎙️How to put your customer insight into action 🎙️Why influencing your frontline workers is the best way to influence the customer 🎙️How your frontline employees double as your customers’ best consultants 🎙️How customer and employee experience tie to your company’s overall brand and culture 🎙️How to balance digital experiences with the human touch of the frontline And it's all in this #simplebrandpodcast episode. https://lnkd.in/g-rKpNzw #cx #customerexperience #employeeexperience

Unlock the Key to Business Success: Harness Customer Insights Ever wondered what separates thriving businesses from the rest? It’s all about understanding your customers. By tapping into customer insights, you can craft tailored marketing strategies, optimize products, and elevate customer experiences. This isn't just theory—it's the pathway to increased loyalty and sustained business growth. Ready to take your business to the next level? Message me to sive into the power of customer insights today! #CustomerExperience #BusinessGrowth #MarketingStrategy #CustomerInsights #CX