Experience Action

WHY Align CX with Business Goals?

March 14, 2023 Jeannie Walters, CCXP Episode 15
Experience Action
WHY Align CX with Business Goals?
Show Notes

❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy?❔

Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don't know where to invest our time, resources, and efforts in the right ways. Of course, we want to treat our customers well and ensure their moments on the journey are magical and wonderful. However, if we ONLY did that, we wouldn't be running our business and organizations very long. At the end of the day, we need to have a successful organization to continue serving our customers. So, while customer experience is squarely focused on the customer, it's also about the organization and helping it succeed.

In this episode, Jeannie talks about:
- balancing what's right for the customer and what's right for the organization
- defining how your customer experience efforts will serve your company's larger objectives
- tracking the success of your customer experience program

Resources Mentioned:
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit www.speakpipe.com/experienceaction to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)