How Best-In-Class CX Leaders Get There: The Customer Experience Value Chain
For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”
There’s a reason for this that goes well beyond making customers happy. The fact is, customer experience leaders enjoy significantly greater top-line revenue per year than their peers (plus greater profits, faster growth, and better marketing results), by doing a better job managing their customers’ experience.
There is a “secret” these leaders have figured out. They recognize the importance of a consistent, integrated framework for understanding and managing customer experience “all up.” And by following this framework, they consistently drive better results, including greater value for employees, customers and shareholders.
This framework is called the Customer Experience Value Chain.
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